Live Support FAQs
What are the hours of operation for Live Support?
7 AM to 7 PM CT.
What is the average response time of Live Support chats?
Less than a minute.
When I start a chat, will I be talking to a bot or a person?
At the beginning of a chat, automation uses a bot to collect relevant information and route the chat to the team best equipped to resolve the issue. After you are assigned to the correct team, you will talk to a person for the remainder of the chat.
What kind of support does Live Support provide?
Answering how-to questions
Resolving issues with unexpected functionality
Accepting general feedback
What information should I have prepared before starting a chat?
Property name and code
Prospect or resident name and code
Unit number
Error message (if applicable)
Quick summary of issue
Expected outcome
Replication steps
Screenshots (if possible)
What is the process for chats that cannot be resolved in a timely manner?
Chats requiring additional time for troubleshooting will be handled offline until resolved. Updates will be provided in the chat every 48 hours. If you are not online, the update will be sent to your email.
If I have more than one chat, can I get a status update for all my chats at once?
Chats do not receive simultaneous status updates. Instead, each individual chat will be updated with their status every 48 hours.
Does Live Support have access to internal tickets?
Live Support is separate from your internal support team and does not have access to any internal tickets.
What if I have a question that requires help from the internal support team or internal management?
If your question requires internal adjustments, you will be referred to your internal support team. A Live Support team member will make a case viewable in Client Central with all the important details about the issue and its resolution. This case is for tracking purposes only and is closed once all the details are added to the case.
What is the best method for providing feedback on chat service experiences?
There will be an optional conversation rating at the end of every chat. Please keep in mind, the conversation rating is reflective of the agent only.
Can I attach files or screenshots during a chat session?
Yes, screenshots can be copied and pasted into the chat box. Attachments can also be added by clicking the paperclip icon in the chat box and submitting the attachment.
What happens if I unexpectedly need to step away from an active chat?
If the Live Support team member has all the information needed to continue troubleshooting, they will provide a reference number and close the chat. After the issue is resolved, they will open the chat and provide the resolution. If you are not online, the resolution will go to your email.
If the Live Support team member doesn't have all the information needed to continue troubleshooting, the chat will be closed. When you have the additional information, please start a new chat. If you received a chat reference number in the previous chat, provide it to the newly assigned Live Support team member. This will help them access the notes from the previous chat for further troubleshooting.
What if I would like to provide additional information to an agent who was working on a previous issue, but the chat is already closed? What are the best steps to update the agent who is currently working on the issue?
Start a new chat. If you are assigned a different agent, they will ask if you would like to speak with the previous agent or move forward with them. Provide your reference number and let them know you would like to speak with the previous agent. If the agent is available, you will be transferred; if they are not available, the agent can take a message and the previous agent will reach out when they are available.