SharpSpring offers many ways of requesting and receiving support for your issues with the platform. SharpSpring Live Chat enables you to engage with SharpSpring Support members in a real-time chat message session. This article will detail how to use SharpSpring Live Chat.
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SharpSpring Support Information
SharpSpring Support information is located at https://sharpspring.com/customer-support/.
Be aware that, while SharpSpring Support is available Monday to Friday from 8:30 AM to 8:00 PM (Eastern Time), SharpSpring Live Chat operating hours are Monday to Friday from 9:00 AM to 5:00 PM (Eastern Time).
During normal operating hours, SharpSpring 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 SharpSpring Support. To search the library of Help Center articles, do the following:
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Contacting SharpSpring Support via Live Chat
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:
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Note: You cannot begin communicating with SharpSpring Support unless you enter a message.
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Communicating in Live Chat
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: |
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Icon | Option | Description | |||||
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End Chat |
Ends the chat session. Takes you to the rating window. Once the chat session has ended, you can enter a new |
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Attachments |
Lets you upload any of the following file types as a
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Options |
Using Live Chat Options
Click the Options menu to access the following options:
Status | Description | |
Sound |
Enables or disables sound-based notifications, such as when a member |
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Email |
Emails a transcript of all messages in the chat. The transcript is Be aware that this transcript can be sent after you end the chat |
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Edit Contact |
Lets you edit your displayed name and associated email address. |
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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 |
Interacting with the Live Chat Window
You can also interact with the chat session window. The available options are as follows:
Icon | Option | Description | ||
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Return |
Returns you to the search window. This is the default |
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Expand in Tab |
Expands the chat session into a dedicated browser tab. |
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Minimize |
Minimizes the chat session. The chat session will expand |
Rating Your Live Chat Experience
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: |
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Icon | Option | Description | ||
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Rate as Good |
The SharpSpring Support team member did a good job
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Rate as Bad |
The SharpSpring Support team member did not help you This includes, but is not limited to if the SharpSpring
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