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Contacting Support
Updated over a week ago

The BlueConic Support team provides comprehensive support directly within your CDP tenant and the knowledge base, via the AI Help Bot. Access it by clicking the widget in the bottom-right of the screen.

Once opened, access the:

  1. Home: A central hub, displaying real-time BlueConic system status, providing direct access to your message history, and a search function for navigating our knowledge base.

  2. Messages: Get support by asking the AI Help Bot your questions or submitting a formal support ticket.

  3. Tickets: Appears after you’ve submitted a support ticket to track and manage existing or closed tickets.

  4. Help: Offers a dedicated, in-platform portal to the entire BlueConic knowledge base, enabling you to search and explore resources without ever leaving your workflow.


Ask the AI Help Bot a question

The AI Help Bot in the Messages space offers quick answers to common BlueConic questions. It uses the BlueConic knowledge base to deliver relevant information right in the chat. Whether you're exploring a feature ('How do Dialogues work?') , setting configurations ('How do I configure the behavior listener?'), or checking available connections ('Is there a Salesforce Connection?'), the AI Help Bot is prepared to assist you.

To initiate a conversation with the bot, follow these steps:

  1. Navigate to the Messages space within the widget.

  2. Click the "Send us a message" button.

  3. Select the "Ask a question" option.

  4. Once the bot responds with "Great! What do you want to ask?", type your BlueConic question directly into the text box.

  5. The bot will then engage in a conversational exchange, attempting to locate a solution based on the knowledge base content.

  6. If the AI Help Bot doesn't answer your question, submit a support ticket by clicking Submit a support ticket.


Submit a support ticket

If you've got a question:

  1. Navigate to the Home space within the widget.

  2. Choose the button that says Send us a message.

  3. Now, you'll be prompted with the option to Submit a support ticket.

  4. You will either be asked to enter your email address or it will autofill for you.

  5. The chat will respond with the support ticket form. Here you enter:

    • Ticket title

    • Description of the issue or question

    • Priority

    • Tenant URL

    • Object URL

  6. Press Create ticket to send it to our support team.

  7. When the Support Team responds to your ticket, you will be notified within the widget and by email.

Or, you can email BlueConic Support at: [email protected]


Access your support tickets

The Tickets space will only be visible to customers who have active or resolved tickets, otherwise the space will not be visible.

To view and manage your support tickets:

  1. After you have submitted your first support ticket, the AI Help Bot will now show a Tickets space.

  2. When you click on the Tickets space, you are able to:

    1. Respond to updates on an open ticket.

    2. Open the details of open or resolved tickets.

    3. Re-open old tickets to ask further questions.

Note about BlueConic Support Hours

The BlueConic Support Team is available Monday through Friday from 2:30am to 5:30pm ET, excluding public holidays. The table below lists the days the Support Team is offline or offering only limited support hours. In each case, support will resume the following business day.

Holiday

Support

New Year's Day

Closed

Martin Luther King Jr Day

Limited

Easter Monday

Limited

Ascension Day

Limited

Pentecost Monday

Limited

King's Day (NL)

Limited

Memorial Day

Limited

Juneteenth

Limited

Independence Day

Limited

Labor Day

Limited

Indigenous People’s Day

Limited

Thanksgiving

Limited

Day after Thanksgiving

Limited

Christmas

Closed

Day after Christmas

Limited

Peak Period Support

Services subscribers will receive 24 hours of support coverage over the following periods of high activity:

  • US Inauguration Day

  • US Election Day

  • Super Bowl

  • Champions League Final

  • Black Friday

  • Cyber Monday

  • Super Saturday

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