What are the hours of operation for Virtuoso Support?
The Virtuoso Support AI is available 24/7, 365 days a year.
Virtuoso Support team members are available 7 AM to 7 PM CT, Monday through Friday.
What is the average response time?
The Virtuoso Support AI responds almost immediately.
If your chat is transferred to a team member, the typical wait time is under a minute.
When I start a chat, will I be talking to AI or a person?
Chats always begin with the Virtuoso Support AI.
If the AI cannot resolve your question—or at any time you choose—you’ll be transferred to a Virtuoso Support team member. You can click “Talk to a person” or type “agent.”
What kind of support does Virtuoso Support provide?
Answering how-to questions.
Troubleshooting unexpected functionality.
Accepting and routing feedback.
Performing minor data corrections (see below).
What information should I have ready before starting a chat?
Property name and code.
Prospect or resident name and code.
Unit number.
Any error messages.
Quick summary, expected outcome, and replication steps.
Screenshots if possible.
What happens if my chat can’t be resolved right away?
If the issue requires additional time, a case is created and worked offline.
Updates are posted in the chat every 48 hours, or emailed to you if you’re offline.
Can I get updates for multiple chats at once?
Each chat/case is updated individually (every 48 hours while in progress).
Does Virtuoso Support have access to our internal tickets?
No. Virtuoso Support is separate from your internal IT help desk and does not access internal ticketing systems.
What if my request requires our internal IT or management?
Requests that involve settings, configuration, permissions, or other client-specific policies are tracked as Client Internal Adjustment (CIA) cases.
Virtuoso Support will provide full details, but resolution is completed by your internal help desk.
What’s the best way to provide feedback on a chat?
At the end of each chat, you’ll be prompted to rate your experience.
Can I attach files or screenshots?
Yes. You can paste screenshots or upload files using the paperclip icon in the chat.
What happens if I need to step away from an active chat?
If you were chatting with the AI, it will close the session and invite you to reconnect later.
If a team member has enough information, they will provide a reference number, close the chat, and later share the resolution (in chat or email).
If more details are needed, you’ll be asked to start a new chat and share your reference number to continue progress.
What if I need to provide more information after my chat is already closed?
Start a new chat and provide the reference number from your previous conversation.
If you are connected with a different Virtuoso Support team member, you can ask to be transferred back to the original person.
If the original team member is available, you’ll be connected directly.
If they’re unavailable, the new team member can take your message, and the original team member will follow up when they return.
Do you provide reporting?
Yes. Clients receive a monthly recap email with metrics such as:
Total conversations.
Resolution rate in the initial conversation.
Case creation rate.
Average close time.
Top 3 topics for the month.
Engagement and usage statistics.
Does Virtuoso Support make data changes or update settings?
Settings & configuration: ❌ No. Virtuoso Support does not change client settings, configuration, workflows, feature toggles, or user permissions. These requests are always routed via CIA cases.
Package loads (3 types):
Standard (default): Virtuoso Support TAs may load packages for minor data corrections, logging changes to backup tables when appropriate.
SOX clients: Package loads require explicit client approval.
Account-Manager only: Some clients restrict package loads to their Account Manager; Virtuoso Support escalates requests accordingly.