This guide explains Netvisor's chat and how to use it.

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Netvisor Chat is an online contact channel to our experts and operates alongside our other online service channels: email and the support portal. Netvisor Chat is currently available for accounting offices and direct customers.

Use chat to resolve quick issues that require immediate assistance.

  • If your problem is very extensive, use email or a ticket created through the support portal.
  • If your matter is not urgent, use email or a ticket created through the support portal.

Starting a chat conversation

You can open the chat by selecting Chat > Open Chat from Netvisor's top bar when you are logged in to Netvisor. Chat is visible when Chat is enabled in your primary company.

  • First allow pop-ups in your browser.
  • Select Chat from Netvisor's top bar.
  • Select Open Chat.
  • Wait for the chat to open in its own window.

Chat opens in its own window.

  • Select the topic area of the conversation.
  • Start the conversation with our expert by typing the first message.
  • Write the entire problem and the necessary additional information in the very first message.
  • Also state in the message which company you are contacting from.
  • Make sure that all information needed to resolve the issue is included in the first message to save both our experts' and your own time.

You can attach files to the conversation as follows:

  • Select a file from your computer and drag it directly into the conversation, or
  • click the paperclip icon on the right edge of the text field and select the file to attach.

Notification settings

After you have sent your first message, you will be asked to accept notifications.

  • Accept notifications so that you receive an alert for new messages.
  • By accepting notifications, you speed up the handling of your issue.
  • Note that chat is intended for quick communication.
  • The chat will be closed if the conversation has not been active for more than 10 minutes on the customer's side.

Do the following if you do not receive a question related to notification settings and do not get alerts for new messages:

  • Clear the cache and cookies from your browser.
  • Open the chat again and redefine your notification settings.
  • Also check in the browser settings that notifications are allowed.

Ending the chat and customer feedback

When the chat is closed from the expert's side, you can provide feedback.

  • Indicate whether you were satisfied with the service you received.
  • Rate the chat service with stars.
  • Wait to receive a customer feedback survey by email once your support request has been resolved.
  • Respond to the customer feedback survey to help us develop our service.

You can close the chat yourself by closing the chat page.

  • Close the chat page when you want to end the conversation.
  • When the chat has ended, a copy of the chat conversation will be sent to you.

Frequently asked questions

Question: For what situations is Netvisor Chat intended?

Answer: Use Netvisor Chat to resolve quick issues that require immediate assistance. For extensive or non-urgent matters, use email or a ticket created through the support portal.

Question: How do I start a chat conversation in Netvisor?

Answer: Allow pop-ups in your browser, log in to Netvisor and select Chat > Open Chat from Netvisor's top bar. Select the topic area and write the entire problem and the necessary additional information, such as which company you are contacting from, in the first message.

Question: How do I receive notifications of new chat messages?

Answer: Accept notifications when you are asked to approve notifications after sending the first message. If you do not receive the question or notifications, clear the browser cache and cookies and check the browser's notification settings.

Question: Why does the chat close by itself?

Answer: The chat will be closed if the conversation has not been active for more than 10 minutes on the customer's side, because chat is intended for quick communication.

Question: How can I attach files to the chat conversation?

Answer: Drag the file directly into the conversation from your computer or click the paperclip icon on the right edge of the text field and select the file to attach.

Question: How do I give feedback on the chat service?

Answer: When the chat is closed from the expert's side, give feedback by indicating whether you were satisfied with the service you received and rate the chat with stars. You will also receive a customer feedback survey by email once your support request has been resolved.

Question: Will I receive a copy of the chat conversation?

Answer: Yes. When the chat has ended, a copy of the chat conversation will be sent to you.

keywords: chat, customer service, customer service channels, netvisorchat

This article has been translated using an AI-based translation tool. The contents or wording of these instructions may differ from those in other instructions or in the software.


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