- Answering live chat as a support agentOn the admin side, live chat shows up as incoming conversations that need a response. Answering them well keeps learners from escalating to a ticket — or worse…
- Answer support ticketsSupport tickets from learners land in the admin queue. This article covers picking one up and closing it out. Before you start You need the Admin role or the s…
- Configure your account manager cardThe account manager card lets learners see who to contact for questions. This article covers configuring it. Before you start You need the Admin role. Step 1 —…
- Configuring support contact settingsSupport contact settings control what learners see when they reach for help — most importantly, whether a WhatsApp number is offered alongside chat. Where to c…
- Escalate a ticket to platform supportSome tickets need help beyond your tenant admin. This article covers the escalation path. Before you start You need the Admin role. Escalation goes to your pla…
- Live chat support (for learners)When you need help and don't want to wait on a ticket reply, live chat connects you directly with a support agent in real time, right from the Support Centre. …
- Manage your tenant's Knowledge BaseYour tenant can host its own knowledge base alongside the platform-provided one. This article covers writing tenant-specific articles. Before you start You nee…
- The floating support bubbleA small floating support bubble follows learners around the platform so help is never more than one click away, no matter which page they're on. Where it appea…
- The support ticket queueEvery ticket a learner submits lands in the support queue, where admins triage, respond, and close it out. Working the queue Open Manage → Support to see incom…
- The WhatsApp support optionSome learners would rather text than type in a browser window. If your tenant has configured a WhatsApp support number, the Support Centre offers a direct wa.m…
- Tracking your support ticketsEvery support ticket you've submitted, along with any replies, stays available in your own ticket history — no need to dig through email to find out what was s…
- Writing your own Knowledge Base articlesThe Help Center you're reading right now isn't fixed content — as a tenant admin, you can add your own articles alongside the platform-wide ones, covering thin…
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