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Support for Staff Agents

If you're a staff agent using Connie and need help, this page will guide you to the right support resources.

🆘 Quick Support Guide​

Start Here: Your Supervisor​

For most day-to-day questions and issues, contact your supervisor first.

Your supervisor can help with:

  • ✅ Account setup and access issues
  • ✅ Questions about your organization's processes
  • ✅ Task assignment and workflow questions
  • ✅ Training and guidance
  • ✅ Policy clarification

Why supervisor first? They understand your organization's specific configuration and can often resolve issues immediately.

📚 Self-Service Resources​

Before reaching out for help, check these resources:

Staff Agent Documentation​

Try Basic Troubleshooting​

Many issues can be resolved quickly:

  1. Refresh your browser (F5 or Ctrl+R)
  2. Clear your browser cache
  3. Check your internet connection
  4. Verify your status is set to "Available"
  5. Try a different browser (Chrome, Firefox, Edge)

🔧 Technical Support​

Organization IT/Technical Support​

For technical issues that your supervisor can't resolve:

Contact your organization's IT department or technical support team

They can help with:

  • 🔧 Account configuration problems
  • 🔧 Browser or computer issues
  • 🔧 Network/connectivity problems
  • 🔧 Two-factor authentication resets
  • 🔧 Permission and access issues

Your supervisor will provide contact information for your IT support team.

Connie Platform Support​

If your supervisor and IT team determine the issue is with the Connie platform itself, they will escalate to Connie support on your behalf.

Staff agents should not contact Connie platform support directly - always go through your supervisor or IT department.

📧 When Reporting Issues​

Help support teams help you faster by providing:

  1. What happened - Brief, clear description
  2. When it happened - Date and exact time
  3. What you were doing - Steps before the error
  4. Error messages - Exact text or screenshot
  5. What you tried - Troubleshooting steps attempted
  6. Your setup - Browser, operating system, device

Example Report:

Issue: Cannot send messages to clients
When: January 15, 2025 at 2:30 PM EST
What I was doing: Replying to inquiry #12345 in my inbox
Error message: "Unable to send message - please try again"
What I tried:
  - Refreshed page
  - Cleared browser cache
  - Tried in Chrome and Firefox
  - Restarted computer
Browser: Chrome Version 120.0.6099.109 on Windows 11

📖 Training & Learning​

Need More Training?​

Ask your supervisor about:

  • Initial onboarding training sessions
  • Refresher training opportunities
  • Practice/sandbox environment access
  • Training videos or materials
  • One-on-one coaching sessions

Stay Up to Date​

  • Check documentation regularly for updates
  • Attend team meetings where updates are discussed
  • Ask questions when processes change
  • Share tips with colleagues

💡 Best Practices for Getting Help​

✅ Do This​

  • Start with documentation and troubleshooting guides
  • Contact your supervisor first for most issues
  • Provide complete information when reporting problems
  • Be patient and respectful with support staff
  • Follow up if issue isn't resolved
  • Share solutions with teammates

❌ Don't Do This​

  • Skip troubleshooting steps and immediately escalate
  • Contact Connie support directly (bypass your supervisor)
  • Report the same issue to multiple people simultaneously
  • Leave out important details about the problem
  • Get frustrated with support teams trying to help
  • Share login credentials with others

🎯 Quick Reference​

I Need Help With...Contact...
Daily work questionsYour supervisor
Login/password issuesYour supervisor → IT if needed
How to use a featureCheck documentation first
Technical problemsYour supervisor → IT if needed
TrainingYour supervisor
Policy questionsYour supervisor
System is downYour supervisor (they'll escalate)

🔗 Related Resources​

📞 Emergency Support​

System Down or Critical Issue?​

If you experience a critical issue that prevents you from serving clients:

  1. Notify your supervisor immediately
  2. Document the issue (screenshots, time, description)
  3. Have a backup plan - your organization should have alternate contact methods for clients
  4. Don't panic - most issues are resolved quickly

Your supervisor will handle escalation to appropriate technical teams.

Remember: Your supervisor is your first line of support and can help with most questions. Don't hesitate to ask for help - that's what they're there for!