Contact Support Feature

Hi, I have been using the Contact Support feature in Smartsheet and for the most part the AI help is awesome. However, sometimes I need help from live support which is offered to me.

"An agent is available for live chat. Would you like me to connect you now?"

I type yes and then get:

"The user has been successfully transferred to a live chat agent."

Then it disconnects.

Has anyone had this problem? I end up calling for support, but a live chat option would be more efficient if I could get it working.

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Isaac A.

Hi @RWine!

I’ve checked thoroughly but wasn’t able to find any ongoing issues related to the Contact Support feature. However, I’ve passed your feedback over to our Support Team in charge. We are actively working to improve the intelligence and efficiency of our support agent to ensure a quicker and clearer path to live support when needed.

In the meantime, if you still need help, please try reaching out again via the Support Portal and we’ll make sure you connect with a member of our live team quickly.

You can also find more information here: Get online Help and support.

We appreciate you bringing this to our attention. Your feedback is very valuable as we continue working to make the support experience better.

Cheers,
Isaac.

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