Accessing Live Chat
The chat widget currently lives on the Dashboard and Calendar web page in the DrChrono platform. Chat is now available Monday - Friday from 11 am - 5 pm EST/ 8 am - 2 pm PST.
On the bottom right corner of either the dashboard or calendar page, you will see the orange chat widget titled "Support."
Clicking "Support" will open up the chat widget. Here you have an option to search our Knowledgebase for helpful articles, or you can start a chat with someone from our Support team by clicking on the "Live Chat" button. Please note that the Live Chat button will only be available during our chat operating hours.
The chat form will appear so that you can actively chat with a member of our Support team. We ask that you include as much information as possible and to select either billing or non-billing for the department so that your chat can be addressed more quickly.
Once the form is submitted, the chat will open and let you know once an agent has joined the chat. We recommend expanding the chat window to a separate tab by clicking the arrow in the top right corner of the widget so that you can continue your chat while navigating through other pages of the platform.
There are three important features to note at the bottom of the message box; the End chat option, the paperclip, and the "..." ellipsis.
We recommend using the "End Chat" option when an agent has successfully helped resolve your issue or given you the answer to your question. This will help ensure the chat is closed.
The paperclip option gives you the ability to attach screenshots for the chat agent to better understand the issue or question you may have.
By selecting the "..." ellipsis, additional options are offered. From here, you can adjust the sound notifications, email a copy of the chat transcript for reference, edit your contact details, and end chat.
If "End Chat" is selected, you will be asked again if you want to end the chat. You can end the chat by selecting the orange "End" button.
If an agent has successfully resolved your problem or answered your question, they will prompt you to rate your chat experience.
There may be situations where an agent needs to investigate the issue further or escalate accordingly. If this needs to occur, the agent will inform you that the chat will be transitioned to a ticket where they will follow up with additional information.
The chat widget will be available 24/7; however, during non-chat hours, we provide the option to "Leave us a message." By clicking the "Leave us a message" button, it will create a support ticket for our team to address during our regular business hours Monday- Friday 8 am - 8 pm EST/ 5 am - 5 pm PST.
If you have further questions, check out our Live Chat FAQ sheet.