How do I use Product Support? – Bonterra

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 of 8am-6pm EST).

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 GiveGab.

Step 1: Open the Product Support Chat

After logging into your GiveGab account, look for the widget on the bottom of your screen. Open the Product Support assistant 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.

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 conversation, so you can ask follow-up questions without starting over.

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: Connect with a Live Agent During Support Hours (If Needed)

If Product Support can't fully resolve your question, you can request to connect with a live support agent during support hours by typing 'human' or asking to speak with someone.

Here's what to expect:

Agents online: If a Bonterra support agent is available, you'll be connected in real time, the conversation continues in the same chat window, so you won't need to start over.
Agents offline: If no agents are currently available because it’s after live support hours, you'll be prompted to fill out a brief form to submit a support ticket. A member of the team will follow up by 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, including your previous Product Support chat history.