Using SharpSpring Live Chat

Article Contents

• SharpSpring Support Information
• Accessing Live Chat
• Searching Help Center Articles
• Contacting SharpSpring Support via Live Chat
• Communicating in Live Chat
• Rating Your Live Chat Experience

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 SharpSpring Support.

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

1. In SharpSpring's top toolbar, click 
     User Settings > Live Chat.
2. Enter your search term in the    Search bar.
3. Click a search result.

If you do not find the help you need in the Help Center, you can contact SharpSpring Support through Live Chat.

Live Chat lets you communicate with a SharpSpring Support team member through a chat window.

To contact SharpSpring Support through Live Chat, do the following:

1. In SharpSpring's top toolbar, click 
     User Settings > Live Chat.
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.

Click to enlarge.

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

Once SharpSpring Support responds, you can enter additional messages as necessary in order to resolve your issue. 

To respond to SharpSpring Support, enter messages into the Type a message here text box. 

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

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.

Lets you upload any of the following file types as a
message to the chat session:

Opens a menu with different options.

Enables or disables sound-based notifications, such as when a member
of SharpSpring Support responds to your messages.

Emails a transcript of all messages in the chat. The transcript is
sent to an email address of your choosing.

Be aware that this transcript can be sent after you end the chat
session, but it cannot be accessed after you close the chat window
and navigate away from the application page.

Lets you edit your displayed name and associated email address.

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.

Returns you to the search window. This is the default
chat window that appears when you access Live Chat.

Expands the chat session into a dedicated browser tab.

Minimizes the chat session. The chat session will expand
when you receive a response from SharpSpring Support.

SharpSpring 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:

The SharpSpring Support team member did a good job
in assisting you with your issue.

This includes, but is not limited to if the SharpSpring
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

The SharpSpring 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 SharpSpring
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