Our support team works inside your brand. Your customers see your brand, your client area and your emails. Your own staff can answer any ticket or chat as well.
Tickets
- Your customers open tickets from Support in your client area. You find them in your brand admin under Support → Tickets.
- Our support team can reply for you, and your team can reply too.
- Your customer gets an email from your brand saying there is a reply, with a link to read it. In the ticket, the reply shows as Staff with the name of the person who wrote it.
Live chat
In Live chat settings, under Who answers, you choose one of these:
- Only my team answers: our support team never sees your chats.
- My team first, then our support team: if nobody on your team takes a new chat in time, or nobody is available, our team answers.
- Our support team first: our team answers new chats. Your team can watch and take over any chat.
- Our support team outside my opening hours: your team answers during your opening hours, our team outside them.
Until you choose, it is My team first, then our support team (or Only my team answers if your plan does not include our support team).
In a chat, your customers see the name each person set with Set your name, or their first name. Our team hands a chat back to you when only you can decide, for example refunds or billing disputes.
When our team does not answer
- Your monthly support replies are used up and extra replies cannot be paid for. See How your support allowance works.
- Your brand's plan has not been paid, or has ended.
- Your plan does not include our support team. Who answers then says that only your team can answer.
Even then, your customers can still open tickets and chats, and your team can answer them.