Using Lead Gen & CRM Live Chat

Lead Gen & CRM offers many ways of requesting and receiving support for your issues with the platform.

Lead Gen & CRM Live Chat enables you to engage with Lead Gen & CRM Support members in a real-time chat message session.

This article will detail how to use Lead Gen & CRM Live Chat. 

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Article Contents

• Lead Gen & CRM Support Information
• Accessing Live Chat
• Searching Help Center Articles
• Contacting Lead Gen & CRM Support via Live Chat
• Communicating in Live Chat
• Rating Your Live Chat Experience

Available With:

Trial
Essential
Advanced	✓
Ultimate	✓

Toolbar:

Settings

Users:

Administrators	✓
Company Managers	✓
Marketing Managers	✓
Sales Managers
Salespersons
Jr. Salespersons

Lead Gen & CRM Support Information

Lead Gen & CRM Support information is located at https://community.constantcontact.com/contact-support. 

Be aware that, while Lead Gen & CRM Support is available Monday to Friday from 8:30 AM to 8:00 PM (Eastern Time), Lead Gen & CRM Live Chat operating hours are Monday to Friday from 9:00 AM to 5:00 PM (Eastern Time).

During normal operating hours, Lead Gen & CRM will often respond within an hour of when you send your initial Live Chat message. However, if Live Chat messages are sent after hours or over the weekend, it may take up to 72 hours to receive a response. 

Accessing Live Chat

In order to use Live Chat, the feature must be enabled for your instance. If Live Chat is enabled for your instance, all users in your instance will have access to Live Chat features.

Every agency has access to the Live Chat feature. That said, Live Chat is part of the Direct Support package, which means that agencies will need to enable Direct Support for client instances. Contact your agency for more information on enabling Live Chat features.

Searching Help Center Articles

When using the Live Chat feature, you will first be sent to the Support window.

You can search for relevant Help Center articles in the search bar in this window.

Be sure to review help documentation before communicating with Lead Gen & CRM Support.

To search the library of Help Center articles, do the following:

1. Click    User Menu > Live Chat in the top toolbar.
2. Enter your search term in the    Search bar.
3. Click a search result.

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Contacting Lead Gen & CRM Support via Live Chat

If you do not find the help you need in the Help Center, you can contact Lead Gen & CRM Support through Live Chat.

Live Chat lets you communicate with a Lead Gen & CRM Support team member through a chat window.

To contact Lead Gen & CRM Support through Live Chat, do the following:

1. Click    User Menu > Live Chat in the top toolbar.
2. Click Live chat.
3. Enter your name in the Name field.
4. Enter your email address in the Email field.
5. Select the issue you need help with from the How can we help? drop-down menu.
6. Enter a short message about your issue in the Message text box.
7. Click Start chat.

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Note: You cannot begin communicating with Lead Gen & CRM Support unless you enter a message.

Communicating in Live Chat

Once you have entered your first chat message, you will be placed into a queue. Lead Gen & CRM Support will respond to your initial message as soon as possible.

Once Lead Gen & CRM Support responds, you can enter additional messages as necessary in order to resolve your issue. 

To respond to Lead Gen & CRM Support, enter messages into the Type a message here text box. 

There are other chat options available to you. They are as follows:

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Icon		Option		Description
		End Chat		Ends the chat session. Takes you to the rating window. Once the chat session has ended, you can enter a new message in the chat window to reconnect to the chat session or start a new chat session for more help. In either case, you will once again be placed into the queue.
		Attachments		Lets you upload any of the following file types as a message to the chat session: .GIF .JPEG .PDF .PNG .TXT
		Options		Opens a menu with different options.

Using Live Chat Options

Click the    Options menu to access the following options:

Interacting with the Live Chat Window

You can also interact with the chat session window. The available options are as follows:

Icon		Option		Description
		Return		Returns you to the search window. This is the default chat window that appears when you access Live Chat.
		Expand in Tab		Expands the chat session into a dedicated browser tab.
		Minimize		Minimizes the chat session. The chat session will expand when you receive a response from Lead Gen & CRM Support.

Rating Your Live Chat Experience

Lead Gen & CRM takes pride in its Support team and strives to offer the best support experience possible.

Once you have ended your chat session, you will be asked to rate and comment on your overall experience.

If you would prefer to not leave a rating, you can click Cancel to bypass the rating process. Doing so will return you to the main chat window.

You can leave a comment on your support experience in the Leave a comment text box. You can be as detailed as you want to be when leaving a comment.

When rating your Live Chat experience, the available rating options are as follows:

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Icon		Option		Description
		Rate as Good		The Lead Gen & CRM Support team member did a good job in assisting you with your issue. This includes, but is not limited to if the Lead Gen & CRM Support team member: Answered your initial message promptly Answered all of your questions Created a support case to be handled by an expert if they were unable to help
		Rate as Bad		The Lead Gen & CRM Support team member did not help you as you would have liked, or they were unable to assist with your issue.  This includes, but is not limited to if the Lead Gen & CRM  Support team member: Did not answer your initial message promptly, or did not respond at all Did not answer your questions or answered your questions in a confusing manner Did not provide you with other means of help if they were unable to help with your issue