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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Use Live Chat

  • Updated:

This article will show you how to use the Live Chat/Support Widget feature. Our Support staff is ready to answer your questions and help you successfully use your site.

 

Important Note

The Live Chat/Support Widget feature will not be accessible outside operational hours.

 

Instructions

 

  1. Sign in to the system if you have not already
  2. Click the purple Support bar in the upper-right corner of your screen or the gray and black chat widget in the lower-left corner of your screen
    The Support chat widget.
  3. Enter your question or search item in the Type a Message field and press the Enter key on your keyboard
    The Message field can be used to search for a question you are looking for.
  4. Review the suggested results
    A search result that includes details from a consolidated Help article suggested by the Assistant Bot.
  5. Click the Read More button below a message result to open the related Help Center article in a new tab, if desired
    A red, oval Read More button.
  6. If the results show what you are looking for, click the Yes button in response to the "Was this helpful?" prompt
    A white, oval Yes button outlined in red.
  7. If the results do not show what you are looking for, click the No button in response to the "Was this helpful?" prompt
    A white, oval No button outlined in red.

  8. Click the Talk to an agent button or type the phrase "Talk to an agent" into the Type a message box and press the Send button to connect with an available agent
    A white, oval Talk to agent button outlined in red and the Type a message field and send button with a Talk to an agent message entered.

    Note: In the event that no agents are online, you will be directed to the support form to submit a ticket instead.
  9. The Assistant Bot will ask you to share a few details before it begins a support interaction for you
    An Assistant Bot message which indicates that a support interaction will begin after additional details have been shared.
    Note: If you do not want a support record created, continue typing your message in the message field.
  10. Enter your name in the Name field
    A field into which the requester can enter their name.
  11. Click the Next button
    The Support widget's red, oval Next button.
  12. Enter an email address in the Email field
    A field into which the requester can enter their email.
  13. Click the Send button
    The Support widget's red, oval Send button.
    Note: Enter any additional information you want to add through the Type a message field.
  14. Your ticket was submitted; when a support agent is available, you will be notified when they enter the chat
  15. Click the Collapse button (down arrow icon) to minimize the Support widget when your interaction is complete
    A gray, circular Collapse button with a black down arrow located below the Support widget.
    Note: If you are using a smaller screen or a browser that has been zoomed out, the Collapse button (down arrow icon) will appear in the upper-right corner of the widget instead of below it.
    A black down arrow to the right of the CivicPlus Technical Support title at the top of the Support widget.

 

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