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How do I chat with DS-Mate support?
1 min readSupport button, bottom-right of the web dashboard (Starter and Growth)
Live chat is part of Starter and Growth. Select the support button in the bottom-right of the dashboard, then Live Chat, then Start New Chat. An automated assistant may answer first, and you can be handed to a person during support hours, Monday to Friday, 7:00 AM to 3:00 PM EST.
Steps
- Sign in to the DS-Mate dashboard and select the support button in the bottom-right corner.
- Select Live Chat.
- Select Start New Chat, or select an earlier conversation from the list to see it again.
- Type your message and send it.
- If the assistant shows buttons or a short form, use them to continue or to ask for a person.
- When your conversation is solved, you may be asked to rate your support experience.
Good to know
- On the Free plan, Live Chat shows Unlock Live Chat with an upgrade button. Select Submit a ticket instead to reach support without upgrading.
- If you ask for a person outside support hours, the chat says so and saves your message, and the team replies when they are back online.
- From Monday to Friday, the team replies within 24 hours. A message sent on a Saturday or Sunday gets its reply on the next working day.
- Replies from a person show their name. Replies from the assistant do not.
- When support replies in a chat, or a chat is resolved, you get a notification in DS-Mate. When a chat is resolved, you also get an email summary.
- If the chat cannot connect, the widget shows Connection Error or Chat Unavailable. You can still submit a ticket.
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