LIVE CHAT needs ability to directly connect or transfer to appropriate support.

[JustinS0202]

If a tech problem arises, LIVE CHAT has been useless every time.  Go through motions, always ends with - "You need to contact customer support"....They need the ability to directly connect customer with appropriate help.  

[JustinS0202]

Hello @JustinS0202 ,

Similar to how Community & Social Care can't handle all issues online if they require further live troubleshooting, screensharing, or live confirmation of permissions, Chat support may not be able to resolve the issue and will suggest a call-in. If you're unable to call yourself, you can make a request for a callback case. Depending on case and call queues, it will likely be quicker to call directly than rely on a callback case.

You're also free to ask your question in the Community's Help board, or send us a direct message on either X or Facebook. If we're unable to fully address the issue - particularly if it's something requiring the Review team, discussion of explicit account billing details, or an integration issue that our Tier 2 team needs to handle - then we can setup a callback case, or provide direct contact info for the relevant team.

[William_A]

Hello @JustinS0202 ,

Similar to how Community & Social Care can't handle all issues online if they require further live troubleshooting, screensharing, or live confirmation of permissions, Chat support may not be able to resolve the issue and will suggest a call-in. If you're unable to call yourself, you can make a request for a callback case. Depending on case and call queues, it will likely be quicker to call directly than rely on a callback case.

You're also free to ask your question in the Community's Help board, or send us a direct message on either X or Facebook. If we're unable to fully address the issue - particularly if it's something requiring the Review team, discussion of explicit account billing details, or an integration issue that our Tier 2 team needs to handle - then we can setup a callback case, or provide direct contact info for the relevant team.