You can start a live chat in two different methods:
Inone Panel
You can use our chat widget on the panel to have live chats in real time with Insider's customer support team and get support with your campaigns when you need.
You can send your messages following these steps:
- Click the Contact Us button on top of the page next to your partner name.
- Add your name, email address, and message.
- Click the Start chat button.
Once you start a chat, you can see your queue position and the customer support manager who joins the chat. You can use this chat to send messages and share attachments for your questions while having a real-time conversation.
When you get a response and end the chat, you can also rate it using the Like and Dislike buttons on top of the widget.
Insider Help Center
You can also start a chat on the Help Center. To start a chat:
1. Click the AI Assistant button in the bottom right corner.
2. Select one of the available options to see the Ask Question button to submit your query to the AI.
3. After you receive the AI-generated answer and still want to start a live chat, click the No button for the "Were you able to find the answer you are looking for?" question.
4. Click the Live Chat button.
5. Rate your AI conversation and click the Start a new conversation button.
Then, you will have the live agent available in the widget in the bottom left corner of the page depending on the working hours of your region listed in the next section.
Creating tickets on the chat widget
The live chat is available between the following slots based on your website's time zone. During the offline hours, you can create support tickets on the widget. The green represents the online hours while the red represents the offline hours.
| Country | 09:00-10:00 | 10:00-11:00 | 11:00-12:00 | 15:00-16:00 | 16:00-17:00 | 17:00-18:00 |
|---|---|---|---|---|---|---|
| Argentina | ||||||
| Australia | ||||||
| Benelux | ||||||
| Brazil | ||||||
| CEE (Poland) | ||||||
| Chile | ||||||
| Colombia | ||||||
| France | ||||||
| Hong Kong | ||||||
| Indonesia | ||||||
| Malaysia | ||||||
| MENA (Dubai) | ||||||
| Mexico | ||||||
| Philippines | ||||||
| Russia | ||||||
| Singapore | ||||||
| Spain | ||||||
| Taiwan | ||||||
| Thailand | ||||||
| Turkey | ||||||
| United Kingdom | ||||||
| United States (New York) | ||||||
| Vietnam |
Live Chat Message Example
Live Chat aims to assist you in 15 minutes and resolve any issues you encounter. For optimal support, you can also create support tickets.
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The following table acts as a guide in choosing the most suitable support type for some common use cases and displays the recommended channels (i.e. Insider Academy, tickets, and live chat) for finding solutions to the respective use cases. Also, the relevant Academy page is added as a source for each case.
| Case | Insider Academy | Tickets | Live Chat | Source |
|---|---|---|---|---|
| Changing placement and position of a template | Recommended | If necessary | Alternative | Discover |
| Changing design and style of countdown | Recommended | Alternative | If necessary | Discover |
| Troubleshooting for mobile app pushes and templates | Recommended | Alternative | If necessary | Discover |
| Requesting new web campaigns, custom rules, segments, product attributes, and user attributes | Recommended | Alternative | If necessary | Discover Segments, Rules, Campaigns |
| Seeking guidance on utilizing the basic features of Inone | Recommended | If necessary | Alternative | Discover |
| Adding dynamic content to email templates | Recommended | If necessary | Alternative | Discover |
| Adding test devices to mobile app | Recommended | If necessary | Alternative | Discover |
Insider Academy is always the recommended and preferred option for finding answers to your queries. However, Live Chat and Ticket support can be a better choice depending on the nature of the problem for certain issues.