Eligible accounts can use the "Help" icon in the lower right-hand corner of certain pages to contact a dedicated support agent for live assistance. This page covers all you need to know about the live chat feature.
Who can use Live Support Chat?
When is Live Support Chat available?
Live chat is staffed Monday-Friday from 9AM to 5PM (PT), excluding major holidays. Inquiries submitted outside of regular business hours may experience a delayed response.
How do I use Live Support Chat?
Eligible accounts will see the help icon in the lower-right corner of the following pages:
- Memberships page
- Selling dashboards
- Webstore landing page
Click the "Help" bubble to get started. You can use the search bar to locate articles in our knowledge base that might assist with answering your question, or click the "Live chat" button to send a message to one of our support agents. Select the department you wish to chat with (Help for Buyers or Help for Sellers) and enter your message content, then click "Start chatting." Once your message is submitted, you'll see a note indicating how many chats are ahead of you in the queue.
When an agent becomes available, you'll see a note indicating they have joined the chat and are responding.
Users and agents can attach files and include live links to help answer questions. To attach a file, click the "Options" link in the lower-left corner of the chat window. Select the "Send a file" option, then choose a file from your device.
How can I end a chat once I've received the help I need?
To end the chat, click the "Options" link in the lower-left corner of the chat window. Click the "End this chat" button, then confirm that you wish to end the chat. If you need to go back, simply click the "Cancel" button to return to the chat window.
Once your chat has ended, you will have the opportunity to rate your experience by selecting the (good) or (bad) icon. You also have the option to leave a comment regarding your chat experience. If you prefer not to rate your experience, simply click the "Skip" button.
Can I get a transcript of my chat?
You can request a transcript during your chat or shortly after it ends by clicking the "Options" link in the lower-left corner of the chat window, then selecting "Email transcript" from the list of options. The chat transcript will be sent once the chat has ended.
How can I get support outside of chat operating hours?
Our award-winning support team can be reached 7 days a week at firstname.lastname@example.org. You can also use the "Leave a message" button to send a note to our support team and we'll respond as soon as possible.