In this article, we will guide you through the steps of using the chat box.
Simply log in to the Admin portal (app.enrollsy.com) using the email address on your admin profile. Click on the chat icon located in the bottom right corner of your screen, which will open up the chat box and allow you to start communicating with Enrollsy support.
Here are the different pages you will find on the chat box and all the options you have available for automated and live support.
Home Page
On the Home page, you will see three main sections:
Recent Messages
Send Us a Message
Search for Help
Action Required
We'll go into further detail on each of those sections below. You can click on any of those sections to go to that page as a shortcut.
Recent Messages
Click on this to go straight to your most recent message. On this shortcut, it tells you who responded last and how long ago. In the example below, Enrollsy Support last responded 24 minutes ago.
Send Us a Message
Click here to go to the "Send us a message" options, which include the following options:
Ask a Question
View Support Menu
Troubleshooting
Ask a Question
Choose this option if you have a general support question. This will activate the AI bot that can typically answer most support questions. If you need to talk to a person, you will always have that option. We highly recommend giving the bot a try before requesting to speak with a representative.
View Support Menu
Choose this option to view our support menu with support articles that may help in answering your question. Our support menu includes the following options:
Help Using Enrollsy
Login & MFA
Customer Account Issue
Merge Accounts
Report a Bug
Feature Request
Something Else
We'll go into more detail below on each of these.
Help Using Enrollsy
If you need help using a specific part of Enrollsy, this is what you should select. Those areas include the Instructor or Customer portals, Enroll Form or Documents, Payment Plans or Invoicing, Payments or Transactions, Charge Items or Discount Items, Programs or Classes, Reports or Integrations, or any other area of Enrollsy.
Once you click on one of the above topics, you will get a list of support articles that may assist in answering your question. Most of our support articles contain step-by-step instructions with screenshots to guide you through. A lot also have videos and interactive guides.
Login & MFA
If you need help logging in to Enrollsy as an Admin user, Instructor, or Customer, choose this option. We'll help you troubleshoot and show you how to reset your MFA (multifactor authentication).
Customer Account Issue
This option is if you have one of the following issues:
An issue with a specific customer's account. You can describe the issue in detail. Some things you might include:
Enrollee's name(s)
Enrollee's enrollment(s) - program and class name(s)
Specific transaction(s)
Specific enroll form fields
Specific action(s) performed
You need a specific customer account(s) reconciled. This means the account has all the following:
A past payment or credit needs to be synced with one or more invoices
The account balance is different from the amount of the current invoice(s)
There is at least one current invoice (open invoice)
We can reconcile accounts during business hours in a matter of minutes. Please let us know the primary email address only of the accounts in question that need to be reconciled. If you have multiple accounts (more than a handful), please attach a CSV file of the account email addresses that need to be reconciled. [To save a document in CSV format, open the file in a text editor or spreadsheet software and use the print function to print as a CSV.]
You have a specific issue with a refund. These issues are usually solved by understanding whether you need a credit to close the invoice or no credit to leave the invoice open.
Merge Accounts
Sometimes an account holder will enter a different email address (or enter their email address with a typo) during enrollment, thereby creating a new account within Enrollsy. This usually requires the two accounts for the same Primary Account Holder to be merged back into one.
Currently, only Enrollsy can merge accounts. Choose this option and let us know the following information:
The email address of the Customer Account that needs to remain.
The email address of the Customer Account that needs to be merged and deleted.
Any other additional information relevant to the merge request.
We will automatically merge any financial data to the account that will remain.
Report a Bug
If you see a bug in the system, you can report it here choosing the options that pertain to the issue (the users it's affecting, how disruptive the bug is, and describing the bug in more detail). It's always helpful to include the page you are on in Enrollsy (you can copy and paste the URL) and provide any screenshots. See this article for how to take a screenshot.
Feature Request
We care when customers have issues and want you to know how we use your feedback. Choose this option if you have specific feedback or a feature request. For each issue or request, we look at the number of votes and the most recent votes (trending issues). These criteria dramatically impact what we prioritize.
You can add your feedback to our system here, or click the Feedback option inside Enrollsy under your user icon (see below).
Do a search first and if the feature request is already there, vote on it. Or create a new post. IMPORTANT: When this feature is implemented, you will be notified!
Something Else
Choose this option if none of the above options cover your issue. Some of the other options available here are:
Issues with your Enrollsy billing subscription (logging in, changing bank/card information, or canceling)
A merchant account-specific problem (signing up, merchant account fees, changing bank account information, PCI compliance, charging convenience fees, etc.)
SMS texting (pricing, opting out, how admin users view and send texts, how to see the number of texts sent and activation)
Troubleshooting
If you have an area of Enrollsy you need help troubleshooting, choose this option. We have troubleshooting tips for the following areas:
Log in or MFA (multifactor authentication)
Unpaid Invoices
Email Notifications
Something not visible on the Enroll Form
Unable to manage a certain area of Enrollsy
Messages Page
The next page is the Messages page, which shows all your messages sent to Enrollsy. You can open up a previous message by clicking on it and writing a response. However, we recommend you only do this if your issue is the same as the issue you previously chatted about. We always recommend starting a new chat for any new issues.
You can send a new message by clicking the "Send us a message" button at the bottom of this page. Once we reply, you will see a number on the Messages icon that shows you have at least one unread message.
Any new messages will also pop up in the lower-right corner of the screen until you close it. You can also reply there without having to open up the chat box.
Tickets Page
On this page, you will see all the tickets. Currently, we only use tickets for Merge Requests and some Bug Reports. Here you can see if the ticket was submitted, in progress, waiting on customer (that's you!), or resolved.
You can view the conversation by clicking on the individual ticket. If the ticket has been resolved, you cannot add any messages. For a submitted ticket, you can send a separate message by clicking "Send us a message."
Help Page
The Help page is our Support Center which has more than 700 support articles for every area of Enrollsy. Many articles include a video and/or interactive guide to guide you through the steps. Most also include detailed steps with screenshots.
You can also access our Support Center here on any web browser.
Tasks Page
This page shows any checklists that need to be completed. The only checklist we currently send is during implementation:
Implementation Checklists (to the Implementation Lead)
Click on the checklist to go through each step.
By following the steps outlined above, you can easily use the chat box within the Admin portal to get any of your support questions answered! You can also contact us via email at support@enrollsy.com for any in-depth issues.
NOTE: You are sent an email of every response (to the email you are logged in to Enrollsy with or the one you enter in the chat box). You can reply to that email or through the Messenger (chat box).
Close Chat Box
To close the chat box, click the down arrow at the very bottom. This will close out the box and return the icon to the chat icon.
