ETO Chat Times:
7 AM CDT/CST – 6 PM CDT/CST
8 AM EDT/EST – 7 PM EDT/EST
5 AM PDT/PST – 4 PM PDT/PST
This feature is an excellent tool to report bugs, ask feature-related questions, and search for articles. If you do not have time to chat with a representative, please email us at eto@bonterratech.com
Note: ETO Chat does not work in Internet Explorer due to the chat provider choosing not to support the Internet Explorer browser. See more about Browser Compatibility here.
Using Chat
The chat bubble will appear in the bottom right-hand corner of the product.
Users can click the down carrot to close the chat bubble.
Users can also access Chat by clicking ETO Chat from the Navigation Bar.
When clicked, the following bubble will open.
Send us a message to start a new conversation with a representative, and begin asking questions. Please provide replication steps and the errors you are encountering.
A bot may be engaged when you first interact with support. Click "Talk to a Person" to get live support.
You can see all previous conversations under the Message
Chats will close after 15 minutes of inactivity. If the User does not respond, the representative will close the chat and follow up in an email.
Use Help to search our Knowledge Base from the chat window. More about using the help center here.
Use News to see recent product release notes and feature releases.
Cases and Chats
Chats will be saved, followed up on, and closed through our Salesforce system. Each chat will be associated with a Salesforce case number.
Customers can look at all their cases through the Salesforce Support Portal. They can look at their historic chats through the Chat application.
Managing Chat
ETO Chat will be turned on for Enterprise Managers only when it is initially turned on. The Enterprise Manager can change the role that sees ETO Chat through the Manage My Enterprise setting.
Note: We have added a new “Show to Nobody” role, which will prevent anyone (including Enterprise Managers) from seeing ETO Chat. The setting will still be visible, in case an Enterprise Manager later wants to update the setting to show for certain roles.
ETO Chat has a Manage My Site setting to go with the Manage My Enterprise setting. If an Enterprise Manager sets the Enterprise setting to a role of Site Manager or lower, then a setting will appear under Manage My Site. The Site Manager can then decide whether to turn ETO Chat on or off for the entire Site.
The Site setting is not role-based; it will respect the same roles that the Enterprise setting has. With this Site setting, it will either show for all applicable roles or none of them in that Site.
