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💬 Live Chat (L4)

Premium Live Agent Support - Real-time assistance with dedicated support agents for urgent issues.

When to Use Live Chat​

Live Chat is your premium support option for:

  • Critical issues affecting live operations
  • Urgent problems that can't wait for ticket responses
  • Complex troubleshooting needing real-time collaboration
  • Emergency situations impacting client services
  • Immediate guidance for time-sensitive decisions

How to Access​

  1. Visit the Support Portal: connie.plus/support
  2. Select Live Chat: Click the live chat option
  3. Describe Your Issue: Provide initial problem summary
  4. Connect with Agent: Get matched with available support specialist
  5. Collaborate in Real-Time: Work together to resolve your issue

What to Expect​

⚡ Immediate Response​

  • Average connection time: Under 2 minutes during business hours
  • Dedicated agent: One-on-one support throughout your session
  • Screen sharing available: For complex troubleshooting when needed
  • Session transcripts: Complete record of assistance provided

🕒 Availability​

  • Business Hours: Monday-Friday, 8 AM - 6 PM EST
  • Extended Hours: Available for critical issues outside standard hours
  • Holiday Coverage: Limited availability with emergency escalation
  • Time Zone Support: Accommodates various nonprofit operating schedules

👨‍💻 Expert Agents​

  • ConnieRTC specialists with deep platform knowledge
  • Nonprofit experience understanding your unique challenges
  • Technical expertise across all system components
  • Escalation access to engineering team when needed

Tips for Best Results​

🎯 Before Starting Chat​

  • Have your account information readily available
  • Document the specific problem with exact error messages
  • Note steps you've already tried to resolve the issue
  • Prepare relevant screenshots or screen recordings
  • Clear your schedule for 15-30 minutes of focused troubleshooting

💬 During Your Chat Session​

  • Be specific and detailed about the issue you're experiencing
  • Follow instructions carefully and report results immediately
  • Ask questions if you don't understand suggested solutions
  • Take notes about solutions for future reference
  • Request documentation of any configuration changes made

⚡ Maximizing Efficiency​

  • Stay focused on the primary issue - save secondary questions for later
  • Be responsive - delayed responses may result in session timeout
  • Authorize changes when agents offer to make configuration updates
  • Test solutions immediately while the agent is still available

Types of Issues Perfect for Live Chat​

🚨 Emergency Situations​

  • System completely down or inaccessible
  • Security concerns or suspected breaches
  • Data loss or corruption issues
  • Critical integrations failing during peak hours

⚙️ Complex Configuration​

  • Multi-step setup requiring guidance
  • Integration troubleshooting with real-time testing
  • Workflow optimization needing immediate feedback
  • User permission issues affecting multiple staff members

🔄 Real-Time Troubleshooting​

  • Intermittent problems that are hard to reproduce
  • Performance issues requiring live monitoring
  • Feature behavior that needs immediate clarification
  • Integration testing with external services

Session Management​

📝 What Happens During Chat​

  1. Issue Assessment: Agent reviews your problem description
  2. Information Gathering: Additional details and system access as needed
  3. Live Troubleshooting: Real-time testing and problem solving
  4. Solution Implementation: Configuration changes or guidance provided
  5. Verification: Confirm resolution and test functionality
  6. Documentation: Session summary with next steps if needed

📧 After Your Session​

  • Email summary with complete session transcript
  • Follow-up ticket created automatically if additional work needed
  • Satisfaction survey to help improve service quality
  • Escalation contact if issues persist after session

When Live Chat May Not Be the Best Option​

Consider other support tiers when:

  • General questions easily answered by documentation
  • Learning requests better suited to community discussions
  • Non-urgent issues that can wait for ticket response
  • Complex problems requiring extensive investigation

Start Live Chat: connie.plus/support

Get immediate help from ConnieRTC experts when you need it most.