> ## Documentation Index
> Fetch the complete documentation index at: https://docs.knoxcall.com/llms.txt
> Use this file to discover all available pages before exploring further.
# In-App Support Chat
> Get instant help with the KnoxCall support chat widget. Chat with our team directly from the admin UI for quick assistance.
# In-App Support Chat
Get instant help with KnoxCall's integrated support chat powered by Chatwoot.
## Overview
The **Support Chat** widget provides real-time assistance:
* ๐ฌ Live chat with KnoxCall support team
* โก Instant responses during business hours
* ๐ Send screenshots and files
* ๐ง Email notifications for offline messages
* ๐พ Conversation history preserved
* ๐ Secure and private
**Available on:** All plans (Free, Starter, Pro, Enterprise)
## Accessing Support Chat
### Chat Widget Location
**Look for the chat bubble:**
* Bottom-right corner of admin UI
* Blue/purple circular icon
* Shows unread message count (if any)
**Click to open:**
1. Click chat bubble
2. Chat window slides up
3. Start conversation
### When Chat is Available
**Business Hours** (EST):
* Monday-Friday: 9am-6pm
* Saturday-Sunday: Closed
**Status indicators:**
* ๐ข **Online**: Team available now
* ๐ก **Away**: Team may be unavailable, response delayed
* ๐ด **Offline**: Outside business hours
**Offline messages:**
* Still send messages when offline
* Team responds when back online
* Email notification sent when responded
## Starting a Conversation
### First Time
1. Click chat bubble
2. Enter your name (pre-filled from account)
3. Enter email (pre-filled from account)
4. Type your message
5. Click **Send**
**Conversation started!**
### Returning User
**Conversation history preserved:**
* Previous messages visible
* No need to re-introduce yourself
* Continue where you left off
## What You Can Ask
### Technical Support
**Great for:**
* โ Configuration questions
* ๐ Reporting bugs
* โ๏ธ Feature assistance
* ๐ง Troubleshooting errors
* ๐ Documentation clarification
**Examples:**
```text theme={"dark"}
"How do I inject a secret into the request body?"
"My route is returning 502 errors, can you help?"
"What's the difference between environments and method configs?"
```
### Account & Billing
**Great for:**
* ๐ณ Billing questions
* ๐ Plan comparisons
* ๐ Upgrade/downgrade assistance
* ๐งพ Invoice requests
* ๐ฐ Refund inquiries
**Examples:**
```text theme={"dark"}
"I want to upgrade to Pro, how do I do that?"
"Can you send me an invoice for last month?"
"What's included in the Enterprise plan?"
```
### Feature Requests
**Great for:**
* ๐ก Suggesting new features
* ๐ณ๏ธ Voting on roadmap items
* ๐จ UX improvements
* ๐ Integration requests
**Examples:**
```text theme={"dark"}
"Would be great to have Datadog integration!"
"Can you add support for GraphQL endpoints?"
"The visual body editor could use dark mode"
```
### Not Ideal For
**Better alternatives:**
**Emergency Incidents:**
* Use alert email/SMS notifications
* Enterprise: Dedicated support channel
**Complex Debugging:**
* Export logs โ Send via email
* Schedule screen-share call
**Sales Inquiries:**
* Email: [sales@knoxcall.com](mailto:sales@knoxcall.com)
* Enterprise demos and quotes
## Chat Features
### Send Screenshots
**Attach images:**
1. Click paperclip icon
2. Select screenshot
3. Image uploads and sends
**Great for:**
* Showing error messages
* UX issues
* Configuration screenshots
**Tip:** Use browser screenshot tools or OS snipping tool.
### Send Files
**Attach files:**
* Logs (CSV exports)
* Configuration files (JSON)
* Error reports
**Max file size:** 10MB
### Rich Formatting
**Text formatting:**
```text theme={"dark"}
**Bold text**
*Italic text*
`Code snippets`
```
**Links:**
```text theme={"dark"}
https://docs.knoxcall.com
```
**Code blocks:**
```json theme={"dark"}
{
"route": "test",
"error": "timeout"
}
```
### Emoji Support
**Add context with emoji:**
```text theme={"dark"}
๐จ Urgent issue!
โ
Problem solved, thank you!
๐ค Not sure I understand...
```
## Response Times
**Expected response times:**
| Plan | Business Hours | After Hours |
| -------------- | -------------- | ----------------- |
| **Starter** | \< 2 hours | Next business day |
| **Pro** | \< 1 hour | Next business day |
| **Enterprise** | \< 15 minutes | \< 2 hours (24/7) |
**Note:** Actual response times typically faster than guaranteed.
## Email Notifications
**Get notified when:**
* โ๏ธ Support team responds
* ๐ฌ New message while you're away
* ๐ Chat was offline, now online
**Email includes:**
* Message preview
* Link to continue conversation
* Option to respond via email
## Conversation History
**Your message history:**
* All past conversations saved
* Search previous conversations
* Review solutions to past issues
**Access history:**
1. Open chat widget
2. Click menu icon (top-right)
3. Select "Conversation History"
4. Browse past chats
**Privacy:**
* Only you see your conversations
* Not shared with other users
* Team members can see (for context)
## Tips for Best Support
### 1. Be Specific
โ
**Good:**
```text theme={"dark"}
"I created a route called 'stripe-payments' that targets
api.stripe.com. When I send a POST request, I get a 502
error. The route is enabled and I'm using the correct API key."
```
โ **Vague:**
```text theme={"dark"}
"My route isn't working."
```
### 2. Include Context
**Helpful information:**
* Route name
* Environment (production, staging, dev)
* Error messages (exact text)
* What you expected vs. what happened
* Steps to reproduce
### 3. Attach Screenshots
**When useful:**
* Error messages
* Configuration screens
* Unexpected UI behavior
### 4. Share Relevant IDs
**Include:**
* Route ID (e.g., `route_abc123`)
* Request ID (from logs)
* API key ID (not full key!)
* Error timestamps
**Don't share:**
* Full API keys
* Secret values
* Sensitive credentials
### 5. Check Documentation First
**Before chatting:**
1. Search docs.knoxcall.com
2. Check troubleshooting sections
3. Review related guides
**If still stuck:** Chat us! We're here to help.
## Privacy & Security
**Your data:**
* ๐ Conversations encrypted in transit (TLS)
* ๐ Stored securely
* ๐๏ธ Only visible to you and support team
* ๐๏ธ Deleted on request
**What we don't collect:**
* Secret values
* Full API keys
* Sensitive customer data
**Best practices:**
* Don't paste full API keys
* Redact sensitive info from screenshots
* Use key IDs instead of full keys
## Troubleshooting
### Issue: "Chat widget not appearing"
**Causes:**
* Ad blocker blocking widget
* Browser extension conflict
* JavaScript disabled
**Fix:**
1. Disable ad blocker on knoxcall.com
2. Try different browser
3. Ensure JavaScript enabled
### Issue: "Can't send messages"
**Causes:**
* Network connectivity issue
* Firewall blocking chatwoot domain
* Browser cache issue
**Fix:**
1. Check internet connection
2. Clear browser cache
3. Refresh page
4. Try incognito mode
### Issue: "No response from support"
**Possible reasons:**
* Outside business hours (check status indicator)
* High ticket volume (wait a bit longer)
* Message went to spam (check email)
**If urgent:**
* Email [support@knoxcall.com](mailto:support@knoxcall.com)
* Mention chat conversation ID
## Alternative Support Channels
**If chat unavailable:**
### Email Support
* [support@knoxcall.com](mailto:support@knoxcall.com)
* Response within 24 hours
* Good for detailed issues
### Community Forum
* community.knoxcall.com
* Ask other users
* Share solutions
* Vote on feature requests
### Documentation
* docs.knoxcall.com
* Comprehensive guides
* Troubleshooting sections
* Code examples
### GitHub Issues
* github.com/knoxcall/issues
* Bug reports
* Feature requests
* Public roadmap
## Enterprise Support
**Enterprise plan includes:**
* ๐ฏ **Dedicated Slack channel** - Direct access to engineering team
* ๐ **Phone support** - Call for critical issues
* ๐บ **Screen-share sessions** - Live troubleshooting
* โฐ **24/7 coverage** - Round-the-clock support
* ๐ **Priority bug fixes** - Issues resolved faster
* ๐ **Account manager** - Dedicated point of contact
**Contact sales:** [sales@knoxcall.com](mailto:sales@knoxcall.com) to upgrade
## Feedback on Support
**Rate your experience:**
* After conversation resolved, rate support (1-5 stars)
* Leave feedback comment
* Helps us improve!
**We read every piece of feedback** and continuously improve our support.
## Related Resources
* **Documentation**: Comprehensive guides at docs.knoxcall.com
* **Status Page**: Service status at status.knoxcall.com
* **Blog**: Tips and updates at blog.knoxcall.com
## Next Steps
Get help now
Browse guides
Send detailed inquiry
Ask the community
***
* **Level**: beginner
* **Time**: 2 minutes
`support`, `chat`, `help`, `assistance`, `troubleshooting`