CMiC Assist Messenger: Live Chat

We are pleased to offer all Cloud users the ability to connect with a live chat agent while using the CMiC web application.

Our team uses the live chat interface to quickly recommend helpful content, and provide answers to product related questions.

As always, for complicated technical analysis, or bugs – our support portal is the best place to report these issues to get them resolved as fast as possible.

Summary

NOTE: Live Chat is only available for Cloud.

There will be no material changes to the current support process. Live chat is an additional way for users to contact support.

General Coverage: Monday to Friday 8:00am – 6:00pm EST

Any requests outside of these hours will be followed up as soon as possible the next morning.

Why Live Chat?

We are committed to our mission of making information accessible through CMiC Assist. While our bot does its best to recommend help content, and point users in the right direction, we know that sometimes a real person is needed to get the job done right.

We have chat agents available during the day to address any challenges that our bot just cannot handle. While we may not have an immediate answer, we can at least point you in the right direction.

Our overall goal with Live Chat is to:

Reduce first response times compared to cases.
Get help without leaving your CMiC session.
Resolve simple questions quickly.
Provide end user support.

Who is this for?

End Users

Sometimes, you just need someone to point you in the right direction. Your system admin isn’t always available, especially at a fast-growing company. We can help. We want to share the load of questions, because we know CMiC is a complex product. We want to help your system admins focus on improving your software processes, rather than linking help docs or resetting passwords.

System Admins

Admins can have it rough. Not only are you responsible for configuring the system, but you also work hard to make sure all users are comfortable and productive. Sometimes these two responsibilities conflict, which slows down your ability to operate at peak efficiency. Memorizing all the different flags in our system does not make this any easier. We want to help.

With our live chat feature, we can help triage and summarize requests from your users, to resolve at your leisure. For help related content that does require a settings change, we want to make it easy to understand what needs changing and what the impacts will be, so you do not have to go searching for the answers frequently.

How to Request Live Chat Support?

1. Launch the Assist Messenger.

The Messenger is launched by clicking on the Messenger icon on the CMiC console. A window will pop up, containing many interactive elements.

2. Start a new conversation.

A new conversation can be started by clicking "Send us a message".

3. Click on Chat with an Agent to open the Chat Messenger.

To open the Chat Messenger, click on [Chat with an Agent].

4. Get your question answered.

Type your message in "Write a reply..." and press Enter and an agent will respond directly.

Escalation

Our live chat agents will do their best to address each request within the chat conversation. However, some issues require more than just some advice or reference content.

For issues like administrator configuration changes, software bugs, or service requests – we will still need to get a case created for our technical teams to analyze and resolve.

In the event a case needs to be created within our support portal, our team will notify users of the ticket ID that is created within our system.

One of your system administrators will be notified of the new case that is submitted and can follow up through our support portal as usual.

Ad Blockers

CMiC Assist Messenger will not function if ad blocking browser extensions are installed. Commonly used ad blockers include uBlock Origin, Adblock Plus, and Total Adblock, among others.

Users have the option to continue using their ad blocker but must whitelist the CMiC domain (e.g., enterprise.cmicclourdr12.com) to access CMiC Assist Messenger.

Below are two examples showing the steps a user must take. While these examples use Chrome, Firefox and Internet Explorer should function similarly.

Whitelisting CMiC

Example 1 – uBlock Origin

Click on Extensions and select "uBlock Origin" in the drop-down menu.
Click the blue Power button ().
Refresh the screen and then click the [Continue] button.
You should now be able to access CMiC Assist Messenger.

Example 2 - Total Adblock - Ad Blocker

Click on Extensions and select "Total Adblock - Ad Blocker" in the drop-down menu.
Toggle the switch to disable it on CMiC (i.e., Status: Disabled).
The screen will automatically refresh after a few seconds. Click the [Continue] button to proceed.
You should now be able to access CMiC Assist Messenger.

If, after taking these steps, you are still experiencing problems, please create a case on the Support Portal for further assistance.

FAQ

Q: Can I opt out?

Yes.

If you do not wish to use our in-app Messenger services, you may opt out at any time. Please enter a case in our support portal, with a list of all users you wish to remove, and our team will disable the Messenger.

Q: Are you planning to provide 24/7 coverage?

To be determined.

Currently, we will be providing live chat services during the times specified above (Monday to Friday, 8:00am – 6:00pm EST). Once we can determine the expected inbound volume, we will work to increase the range of coverage for other time zones.

Q: Why can other users see my messages?

The unique identifier per user is the email used during user creation. If you set up multiple users and use your own email address, your messages may be relayed to users who share the same email.

We recommend setting up a centralized email address for user setup (e.g., usersetup@company.com) to retain control over the process and avoid the issue outlined here.