Using Lead Gen & CRM Live Chat

Live Chat enables you to engage with Lead Gen & CRM Support members in a real-time chat message session.

Lead Gen & CRM Support Information

Lead Gen & CRM Support information is located at https://community.constantcontact.com/contact-support. 

Be aware that, while Lead Gen & CRM Support is available Monday to Friday from 8:30 AM to 8:00 PM (Eastern Time), Lead Gen & CRM Live Chat operating hours are Monday to Friday from 9:00 AM to 5:00 PM (Eastern Time).

During normal operating hours, Lead Gen & CRM will often respond within an hour of when you send your initial Live Chat message. However, if Live Chat messages are sent after hours or over the weekend, it may take up to 72 hours to receive a response. 
 

Accessing Live Chat

In order to use Live Chat, the feature must be enabled for your instance. If Live Chat is enabled for your instance, all users in your instance will have access to Live Chat features.

Every agency has access to the Live Chat feature. That said, Live Chat is part of the Direct Support Package for Clients, which means that agencies will need to enable Direct Support for client instances. Contact your agency for more information on enabling Live Chat features.

Searching Help Center Articles

When using the Live Chat feature, you will first be sent to the Support window.

You can search for relevant Help Center articles in the search bar in this window.

Be sure to review help documentation before communicating with Lead Gen & CRM Support.

To search the library of Help Center articles, do the following:

1. Click    User Menu > Live Chat in the top toolbar.
   
   

    

2. Enter your search term in the    Search bar.
3. Click a search result.
   
   

    

Contacting Lead Gen & CRM Support via Live Chat

If you do not find the help you need in the Help Center, you can contact Lead Gen & CRM Support through Live Chat.

Live Chat lets you communicate with a Lead Gen & CRM Support team member through a chat window.

To contact Lead Gen & CRM Support through Live Chat, do the following:

1. Click    User Menu > Live Chat in the top toolbar.
   
   

    

2. Click Live chat.
   
   

    

3. Enter your name in the Name field.
4. Enter your email address in the Email field.
5. Select the issue you need help with from the How can we help? drop-down menu.
6. Enter a short message about your issue in the Message text box.
7. Click Start chat.
   
   

    

Note: You cannot begin communicating with Lead Gen & CRM Support unless you enter a message.

Communicating in Live Chat

Once you have entered your first chat message, you will be placed into a queue. Lead Gen & CRM Support will respond to your initial message as soon as possible.

Once Lead Gen & CRM Support responds, you can enter additional messages as necessary in order to resolve your issue. 

To respond to Lead Gen & CRM Support, enter messages into the Type a message here text box. 

There are other chat options available to you. They are as follows:

Icon		Option		Description
		End Chat		Ends the chat session. Takes you to the rating window. Once the chat session has ended, you can enter a new message in the chat window to reconnect to the chat session or start a new chat session for more help. In either case, you will once again be placed into the queue.
		Attachments		Lets you upload any of the following file types as a message to the chat session: .GIF   .JPEG .PDF   .PNG .TXT
		Options		Opens a menu with different options.

Using Live Chat Options

Click the    Options menu to access the following options:
 

Interacting with the Live Chat Window

You can also interact with the chat session window. The available options are as follows:
 

Icon		Option		Description
		Return		Returns you to the search window. This is the default chat window that appears when you access Live Chat.
		Expand in Tab		Expands the chat session into a dedicated browser tab.
		Minimize		Minimizes the chat session. The chat session will expand when you receive a response from Lead Gen & CRM Support.

Questions?