How do I start a new support chat?

timmyc123

The new chat option has been missing for a while now. Am I just supposed to use an old chat?

Coach Natalie

Hello @timmyc123,

I've already heard back from the Product Team on this, and apparently this behavior is by design and is due to having an open conversation. It looks like you have an ongoing conversation with Coach Dennis, and since that conversation has not been "closed" from our end, you won't be able to start a new one. 

Until that conversation is closed, you can continue to reach out to Dennis directly. It is my understanding that he just sent you a response this morning.

Let me know if you have any questions!

-Coach Natalie

Coach Natalie

Hello @timmyc123,

Thank you for reporting this behavior to the Community, although I apologize that you're unable to start a new conversation in the Simplifi Help Center. 

To clarify, is the screenshot you sent above from the Web App? It looks like it is, but it looks so similar to the Mobile App so I just want to be sure. If so, have you checked the Mobile App to see if you're able to start a conversation there, by chance? Please also check from the Web App using a different browser and/or in incognito/private mode. This should allow us to determine if the issue is with Simplifi or perhaps a particular browser. 

Please let us know how it goes!

-Coach Natalie

timmyc123

This is the web app. I don't use the mobile app.

I tried 3 browsers, same behavior. 

Coach Natalie

Hello @timmyc123,

Thank you for confirming!

It is my understanding that if you click on "See all your conversations", you'll then see the option to 'send us a message' at the bottom. Please give this a try and let us know how it goes!

-Coach Natalie

timmyc123

I only see old chats under "See all your conversations"

Coach Natalie

Hello @timmyc123,

Thanks for checking and posting back!

If you haven't yet tried in incognito or private mode, let's have u take a look at that, please.

-Coach Natalie

timmyc123

No difference

Coach Natalie

Hello @timmyc123,

Thank you for checking!

I'd like to go ahead and get this reported, as you should definitely have the option to start a new chat. First, please provide your logs via the 'Send Feedback' option. You may do so by following these steps:

1. Log into the Simplifi Web App.
2. Select Profile from the left-hand navigation bar.
3. With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback. 
4. Leave all boxes checked and click Send. 

In the meantime, if you need assistance with anything, you can reach out here in the Community or you can use the callback option. You can also use one of your existing conversations to reach out via chat. 

Please let me know once you've submitted your logs!

-Coach Natalie

timmyc123

report created - reference id 361038088603176704

Coach Natalie

Thank you, @timmyc123!

I have gone ahead and gotten this escalated and will be sure to post back as soon as an update is received. 

-Coach Natalie

SIMPL-14828

timmyc123

So for new questions, we're supposed to just keep using a running chat?

Coach Natalie

Hello @timmyc123,

From my understanding, that is correct. 

-Coach Natalie

timmyc123

Hm ok. That is a very confusing experience vs individual chats per issue.