Understanding Product Support

Understanding the Product Support Tool

The Product Support Tool is an AI-first chat platform that can connect customers to a live member of our support team (during live support hours 8am-6pm EST). It’s built directly into GiveGab and gives customers a fast, self-service way to get answers to product questions, navigate platform features, and connect with the Bonterra support team, all without leaving their workflow.

Product Support Tool Overview

The Product Support Tool is available directly within the GiveGab platform through the in-app chat widget. After logging in, you will see the Product Support widget appear on the bottom your screen, launch the tool to start a conversation. No separate login or external window is required.

The Product Support Tool draws on Bonterra's product help center to answer your questions. It is designed to help you learn how to use GiveGab features, understand how the platform works, and find guidance on how to accomplish specific tasks, such as 'Tell me more about this feature.' The tool is built for product-related questions rather than technical error troubleshooting (which should be sent to support via email or a ticket), though additional capabilities may be added over time.

When the AI assistant cannot resolve your question, you can request a live support agent at any time by typing 'human' or a similar prompt into the chat.

• If a live agent is available, you will be connected in real time, and the conversation continues in the same chat window, so there is no need to start over

• If no agents are currently online, you will be prompted to fill out a brief form to submit a support ticket, and a member of the team will follow up by email

You can also visit the Bonterra support portal to submit requests and review your open or past tickets.

Once you submit a support ticket, whether through the chat, the support form, or email, you can track the status of your request and view your support history in the Bonterra support portal. To view your requests, navigate to the support portal and log in with your GiveGab credentials.

Feature Availability

The Product Support Tool is available for all GiveGab customers. The tool is accessible directly within the GiveGab platform through the in-app Pendo chat widget.

• Live agent chat is available during standard Bonterra support hours. Outside of those hours, customers can submit support tickets via the in-app form.

FAQs and Additional Resources

Frequently Asked Questions

What happened to my previous chat history?

• All past conversations will be migrated to the Bonterra support portal. You can view them by logging into the portal and reviewing your request history after the migration is complete.

Can the Product Support Tool help me troubleshoot error codes?

• The tool is primarily designed to answer product and feature questions. If you encounter errors in the product or discover what appears to be a bug, please submit a support ticket.

Not what you're looking for? Navigate back to the GiveGab Support Homepage.