The Support Chat is the in-app way to get help — search the knowledge base, ask the AI assistant, or talk to a human on the support team. It is anchored to the bottom-right of every page so you can open it without losing your place.

Open the chat

  1. Click the chat icon in the bottom-right of any page.
  2. If you have unread replies, a red badge shows the count on the icon.
  3. The widget expands. Click the X to close it any time — your conversation is saved, not lost.

Search the knowledge base

  1. With the widget open, type a question in the search box (e.g. "how do I bulk send invoices").
  2. Matching guides appear as you type, with the article title, category, and a short snippet.
  3. Click a result to open the full guide in a new tab.

Many questions are answered fastest by the knowledge base — try it first before starting a new conversation.

Start a new conversation

If the knowledge base doesn't have what you need:

  1. From the search results screen or the main view, click Start a conversation.
  2. The chat opens with the AI assistant.
  3. Type your question and press Send. The assistant is aware of the page you opened the chat from, so context-specific questions (e.g. "why can't I save this invoice?") get tailored answers.
  4. Keep replying with follow-ups — the assistant remembers the conversation thread.

Escalate to a human

If the AI isn't getting it right, or you'd rather talk to a person:

  1. In the conversation, click Talk to a person.
  2. The conversation is queued for the support team. You see a message that a human will pick it up shortly.
  3. Once a support agent joins, their name appears at the top and they reply directly in the same thread. New messages arrive in real time — no refresh needed.
  4. Continue the conversation as you would with the AI.

A red badge appears on the chat icon whenever the support team sends a new reply, even if the widget is closed.

Re-open past conversations

  1. Click the chat icon to open the widget.
  2. The Your conversations list shows recent threads with their status (Active / Resolved) and a snippet of the last message.
  3. Click a thread to re-open it. You can pick up where you left off, even after closing your browser.

Mark a conversation as resolved

  1. Open the conversation.
  2. Click Mark as resolved at the top.
  3. The thread moves to Resolved in your conversation list. Re-open it any time if the issue comes back.

Tip: When you start a new conversation, mention what you've already tried (e.g. "I read the bulk-send article but the button is greyed out"). It saves a round trip and gets you to the right answer faster — whether the answer is from the AI or a person.

Note: The Support Chat is available on every paid plan. The AI tier of the chat depends on your subscription — basic search is always available, AI replies are part of plans that include AI features, and human support response times vary by plan.