Chat with us opens a chat panel on the page you are on. The Bizomate assistant answers first, from our help articles. When it cannot help, or you would rather talk to someone, Talk to a person puts you through to an agent when one is available, or lets you leave a message that becomes a ticket. This article walks through each part.

Who can do this

Anyone signed in to Bizomate, whatever their role or plan. People without an account can chat from the sign-in pages and from docs.bizomate.com, where they give their name and email first.

Steps

Ask the assistant

  1. Select the ? at the top right of any page, then Chat with us. When agents are online, it shows Agents online with a green dot.
    • You can also select Start a chat at the end of any help article, or Chat with us on Support tickets.
  2. The chat panel opens at the bottom right, headed Bizomate assistant — "An assistant, not a person".
  3. In Message, type your question and press Enter (Shift+Enter starts a new line).
  4. The assistant answers, and lists the articles it used under From these articles. Select one to open it.
  5. Under the answer, it asks Did this answer it? Select Yes, thanks or No, talk to a person.

Talk to a person

  1. Select Talk to a person at the top of the chat panel, or under an answer.
  2. If an agent is available, you join the queue. The panel says "You are next in line" (or "You are 2nd in line") and "About 3 minutes. Keep this open and we will join you here."
    • While you wait, anything you type is shown to the agent when they join.
    • Rather not wait? Select Leave a message instead.
  3. When an agent joins, the panel is headed with their name, such as Meera Shah — "Bizomate support". Type in Message to reply.
  4. If the agent asks to see your screen, see Sharing your screen with support.

Leave a message

If nobody is available, Talk to a person opens Leave us a message — "Replies come by email and in Support tickets".

  1. In Category, choose Workflows, Connections, Billing, Account or Something else.
  2. In Message, write what you need. If you had already asked the assistant, your last question is filled in for you.
  3. Read the line under it, such as "It becomes a ticket in your Support tickets. On the Pro plan, expect a first reply today by 16:30 IST. We email you when it arrives."
  4. Select Send message.
  5. The panel says Ticket SUP-2048 opened — "This chat is now a ticket, with the conversation attached. Replies come by email and in Support tickets." — with its Priority and First reply. Select View ticket SUP-2048 to open it.

End a chat with an agent

  1. Select End chat at the top of the panel.
  2. It asks End this chat? — "It closes for both of you. You can start a new one at any time." Select End chat, or Keep chatting.
  3. Under Want a copy of this chat?, select Email me the transcript. It says "Sent to rohan@consulace.com."
  4. To ask something else, select Start a new chat.

Put a chat aside

  • Select the – (Minimise) at the top of the panel. A chat that is still going becomes a round button at the bottom right, showing the agent's initials and how many new messages are waiting. Select it to open the chat again.
  • Select × (Close) to close the panel. Closing never ends a chat: open Chat with us again and the same chat comes back.

What happens next

  • When an agent turns the chat into a ticket, the panel says Ticket SUP-2048 opened, and the ticket carries the whole conversation. Replies come by email and on Support tickets.
  • If an agent hands the chat to a colleague, the panel says, for example, "Karthik from Bizomate support is taking over. There is no need to repeat anything."
  • If your agent has to leave, you go back to the front of the queue: "Your agent had to leave. You are first in line for the next one."
  • A chat you come back to within 12 hours picks up where it was; after that, a new one starts.

Good to know

  • Chat is open whenever an agent is available, at any hour. When nobody is, chat takes a message instead, and the panel says when we are back in your own time — for example "Our hours for India are 9:00 to 19:00 IST, Monday to Friday. We are back on Monday at 9:00."
  • The assistant answers only from published help articles. It cannot see your account, your workflows or your runs.
  • Limits on the assistant: 50 questions an hour, and no more than 20 messages in 10 minutes, which pauses it for 15 minutes. A question can be up to 1,000 characters; a message to an agent up to 4,000.
  • Bizomate support will never ask for your password. The panel says so under every message box.
  • On docs.bizomate.com, Still stuck? Ask us. opens the same chat. You give Your name and Email, pass a human check, then select Start chat. A message left there is answered by email. Those chats are deleted after 90 days unless you sign up with the same email, when they move to your new account.

If something goes wrong

What you see Why What to do
Connection lost. Trying again… — "The conversation is kept. Anything you type sends when we reconnect." The connection to Bizomate dropped Keep the panel open. Messages marked "Not sent yet · waiting for the connection" go when it reconnects.
"You have asked 50 questions in the last hour, so I am pausing until 15:40. That keeps the assistant quick for everyone." The assistant's hourly limit Select Talk to a person or Leave a message.
The assistant is not available just now — "A person from support can help instead." The assistant could not be reached Select Talk to a person.
"Keep it under 4,000 characters — a ticket can carry more afterwards." The message is too long for a chat Shorten it, or open a ticket from Support tickets.
"This chat has ended. Start a new one." The chat was ended Select Start a new chat.
"The chat could not start. Try again in a moment." Bizomate could not start the chat Wait a moment and select Chat with us again, or open a ticket.