Live chat
When to use it, where it lives, what to expect.
The chat bubble in the bottom-right of every page (signed in or out) is live chat. Click to open. Type. Send.
Hours
Staffed during US Eastern business hours (Mon–Fri, 9am–7pm). After hours and weekends, on-call engineers cover urgent stuff with slightly slower response.
Response time
- Staffed hours: under 2 minutes typical first response
- Off-hours / weekends: 10–30 minutes
- Holidays: longer; we'll set expectations on the chat with the status banner
What it's good for
- Quick "is this working / how do I" questions
- Real-time troubleshooting
- Sales / pre-sales questions
- "Help me pick a plan"
What's better as a ticket
- Anything billing-dispute related (paper trail)
- Account ownership changes (identity verification)
- Long-running multi-day issues
- Things you'll want to reference later
You can convert a chat to a ticket from inside the chat ("can we move this to a ticket so we have a record?"). The chat history copies over.
Knowledge base inside chat
Click the Browse help icon inside the chat panel to access the full knowledge base without leaving the chat. Articles open inline. You can keep chatting while you read.
Tickets inside chat
If you're signed in, the chat panel also shows your open tickets. Click any to see the conversation without going to the tickets page.
Privacy
Chat content is logged for staff training + reference. We don't share or sell chat content. After 12 months, transcripts auto- purge.