All of our users have access to our live chat support system from inside of the application.
We offer live chat support 24 hours a day, Monday to Friday.
It starts at 6 AM Monday UTC / 2 AM Monday EST / 11 PM Sunday PST.
It ends at 6 AM Saturday UTC / 2 AM Saturday EST / 11 PM Friday PST.
You can access the live chat by clicking the Help button in the page builder or dashboard, and then selecting the Live Chat option, in the time interval written above.
Outside of the above hours, the Live chat button will not be shown, but you will be able to send us a ticket instead by clicking Leave us a message.
What to expect on live chat
You may chat with either an Associate Customer Support Agent or a Customer Support Agent.
Associate Customer Support Agents will be able to help answer your questions and clarify matters related to the platform, but they will not be able to realize backend processes, pull up your account, etc.
If the situation calls for it, the agent can escalate your case to a specialized support department (Integrations, Analytics, Technical, Billing) through a ticket created after the chat ends. Escalations cannot be done on live chat.
Please note that there may be time intervals when live chat is not available due to bank holidays, company mental health days, or other internal reasons.
What to expect from tickets
Tickets can be submitted by clicking on Leave a message in the application or through an email sent to firstname.lastname@example.org. Our typical first reply time is one working day.
We have limited availability during the weekend and during bank holidays, but we try to get to all requests as soon as possible.
Our Converting Solution clients can receive access to our 24/7 emergency support line which guarantees a response from our team within 1 hour. Please contact our sales team to learn more about the Converting Solution.