ETO Chat

You can get support quickly and easily while using ETO, thanks to our in-app chat tool powered by Intercom and Bonnie, our AI support bot.

ETO Chat is not supported in Internet Explorer. Read more about Browser Compatibility here.

Chat support hours are Monday-Friday, 9am - 5pm EDT/EST.

For other questions such as billing, sales, or account management, please visit Support or email us at eto@bonterratech.com.

When you open the chat in ETO, you’ll first be greeted by Bonnie, our friendly AI-powered support bot designed to get you answers fast and connect you with the right help. Bonnie’s able to:

Type your question into the “Find your answer now” field, and Bonnie will search the help center directly within the chat window. For best results, use ETO-specific terms instead of general industry language—like “Participant TouchPoint” rather than “client assessment.” Bonnie will surface relevant articles instantly. From there, you can click “See more results” to explore more help content or visit the full Help Center.

If Bonnie doesn’t solve your issue or you prefer to chat with a human, just type “talk to a human” or “agent please!” and you’ll be connected to a live support agent during business hours. If it’s after hours, we’ll follow up as soon as we’re back online.

Log in to ETO, and click the support icon in the lower-right corner.

Users can also access Chat by clicking ETO Chat from the Navigation Bar.

Then, select “Send us a message.”

Share your question. Be sure to include as much detail as possible (steps to reproduce an issue, error messages, etc.). Please avoid sharing PHI/PII or sensitive data. While our chat is secure, treat it like email and only share de-identified information.

Chats automatically close after 15 minutes of inactivity. If you return later, your past chats will appear under “Your messages” or “See all”.

Important: Please start a new chat for each separate issue. If you respond to an old thread, we may ask you to open a new one so we can better track and assist.

Our chat tool includes several features to help you get the most out of your support experience.

For example, you can send screenshots by clicking the paperclip icon in the chat window.

Note: We cannot accept documents like Word, Excel, or PDFs in chat.

You can also react with emojis or gifs by clicking the smiley face or gif icon in the chat window. These are a great way to provide quick feedback to our support team.

Download a transcript of your chat at any time by clicking the arrow icon in the upper corner of the chat window.

Your chat history is stored under “Your messages”. Every conversation creates a case in Salesforce. You can also view past cases by logging into the Customer Portal.

Check out what’s new by clicking the News section in the chat window for recent release notes and feature updates.

We’re here to help you make the most of ETO, whether you’re chatting with Bonnie or our expert support team.

When ETO Chat is first enabled, it will be available only to Enterprise Managers by default. However, access can be customized through the Manage My Enterprise settings.

To hide ETO Chat entirely, we’ve added a new role called “Show to Nobody.” This option prevents all users—including Enterprise Managers—from seeing the chat icon, but still allows access to the setting in case it needs to be updated later.

In addition to the enterprise-level control, ETO Chat also includes a Manage My Site setting. If an Enterprise Manager changes the chat visibility to include Site Managers or any lower roles, the Site Manager will then see an option to enable or disable ETO Chat for their entire site.

Note that the site-level setting is not role-specific. It either shows ETO Chat to all applicable roles within that site—or none at all—based on the permissions set at the enterprise level.