Live Chat vs. Standard Replies

Our incident system offers two communication channels adapted to your needs:

1. Asynchronous Support (Standard)

It works like a traditional forum. You write your message by clicking Add Reply, upload documents, and an agent will answer you when they review the queue. Ideal for non-urgent queries.

2. Live Chat (Real Time)

If the Speak with an agent now button is green, it means staff is available to assist you live. Clicking it turns the chat into an instant window.

Live Chat Rules:

• Upload Files: While live, the top button changes to 📎 Upload documents. Use it to send screenshots without dropping the session.
• Inactivity: To avoid saturating the lines, if you go 10 minutes without sending a message, the chat will automatically close.
• Navigation: ⚠️ If you leave the ticket screen or change tabs, the live chat session will disconnect, but don't worry: your ticket will remain open and you can continue replying the standard way.