How do I use Product Support?

The Product Support Tool is an AI-first chat platform that can forward customers' questions to a member of the support team if the chat does not result in an immediate resolution.

Follow the steps below to ask a product question and get an accurate, step-by-step answer sourced from Bonterra's help center, without ever leaving Network for Good.

Step 1: Open the Product Support Chat

After logging into your GiveGab Experience account, look for the product support widget on the bottom of your screen. Click the icon to open the Product Support chat window.

Step 2: Ask Your Question

Type your question in natural language, just like you'd ask a colleague. Product Support works best with how-to, navigation, workflow, and feature questions about GiveGab Experience.

Tip: The more specific your question, the more precise the answer. Include the feature name or the action you're trying to complete. 

Step 3: Review Your Answer

Product Support will respond with a step-by-step answer sourced directly from Bonterra's help documentation.

The assistant may also provide:

• Numbered steps to complete the task

• Links to the source help center article for further reading

• Links to relevant training resources if available

Step 4: Ask a Follow-Up Question

Product Support keeps context across your questions, so you can ask for clarity without starting over or restating the issue.

Try prompts like:

• Can you show me where that setting is?

• What happens if I skip that step?

• Is there a related article I can share with my team?

Step 5: Forward Your Question to an Agent

If Product Support can't fully resolve your question, you can forward your request to a member of the support team to answer via email.

Note: You can also visit the Bonterra support portal to submit a request or review your current and past support tickets at any time.