The chat widget is the fastest path to an answer — when it is the right tool.
What it is good at
Instant answers from the published knowledge base, any hour.
Quick handoff to a human when the team is online.
Clean records — the full transcript is emailed when the conversation ends, and anything unresolved becomes a ticket automatically.
What it is not
Chat is not the lane for account changes, billing disputes, or anything needing an audit trail — those go through tickets, where history and approvals live.
Tips
Ask a specific question; the widget matches better than "help".
If the suggested article is close but not exact, say so — near-misses tell us what article to write next.
Need a person? Type "agent" and we will take the thread live if someone is free.