Always found in the bottom right hand corner of a page in your Dashboard, our friendly Subsplash Assistant will scour our entire knowledge base to provide instant answers 24/7. Click the question mark and then select Contact Us to get started. After you receive a response, you can drill in further by asking follow-up questions.

At any point after a response you can select That Helped to let the Subsplash Assistant know it solved your issue, or Get More Help and then choose a next step, like contacting our support team.

With the Subsplash Assistant open, you can navigate your Dashboard while following the instructions provided. If needed, you can minimize the widget and return to it anytime by clicking the black circle in the bottom right corner of the Dashboard.

If the Subsplash Assistant wasn’t able to fully resolve your issue, don’t worry—additional options are available after selecting Get More Help.

Your question and progress through Subsplash Onboarding will determine the best path forward. Review the descriptions of the options available to you and select the one that best fits your needs. If you're unsure, choose Support, and we can facilitate any necessary handoffs.

If you are currently onboarding you will see the option to connect with your assigned Onboarding Specialist. If working to get started this is the best person to connect with!

You will see the Academy option instead of Onboarding if you have completed Onboarding as you will now have transitioned away from your Onboarding Specialist. You can revisit the Academy at any time!

Connect with your dedicated Client Success Manager for question about your account, package/features, or even strategy on how to best use Subsplash.

Our Billing agents can help with subscription related question or change your payment method.

For technical questions and help with the Subsplash platform and its features.

To use Live Chat, ask the Subsplash Assistant a question and if the response does not fully resolve your query, select Get More Help > Support > Live Chat and you'll be connected with a Support agent for continued help. A live chat can also be turned into a video call right in your Dashboard, just ask!

To learn more about all the Pro Support benefits, check out our article.

Selecting "Message the Team" will route your question appropriately and connect with an available agent.

A meeting is a great way to receive real-time help for non-urgent questions or issues. We use Google Meet for these sessions, enabling both you and the support agent to share screens for a more efficient and streamlined resolution.

You can schedule a meeting after asking the Subsplash Assistant a specific question, then by selecting Get More Help > Support > Schedule a Meeting.

Both are interactions with a Subsplash team, but with unique use cases.

Almost all interactions start out as a message, if you ask the Subsplash Assistant a question or email in, this will ultimately connect you with an agent and you are now messaging with us.

A message is pretty simple in practice, either open or closed and whether working with us over email or in the Dashboard it is a back and forth conversation until closed. Again, everything starts as a Message and the hope is we can answer the question quickly and effectively.

A ticket is an interaction that requires more time, investigate, or collaboration with another team. A message can turn into a ticket at any point should the agent deem it necessary and once its a ticket you will see formal statues like "In Progress", "Escalated", or "Waiting on you".

We will convert messages to tickets for things like Bugs or when the solution may take longer than a week.

When looking in the Subsplash Assistant, you will see Tickets marked with an icon like so:

In addition to answering your question, there are many helpful tasks our assistant can do for you.

Subsplash Support is here to help you engage your community and get the most out of the Subsplash Platform. Our support pathways are designed for efficiency, primarily offering assistance through tickets (email support) and scheduled video meetings. These methods ensure the fastest response times while effectively serving the largest number of clients.

If phone support is a priority to your organization, please consider Pro Support as it offers chat and the ability to convert a chat directly into a video call, all within your Dashboard.

If you run into issues seeing the '?' Support Launcher in the Dashboard, make sure you disable ad-blockers or script-blocking extensions for the Subsplash Dashboard, these will keep the "?" launcher from loading.

To determine if the issue is caused by a browser extension or blocker, switch to Incognito or Private mode. If the Subsplash Assistant appears in this mode, the issue is likely due to an extension interfering with its functionality.

Some browsers have stricter privacy settings built into them, like Brave, which will block the Subsplash Assistant. In general, we recommend Google Chrome when using the Subsplash Dashboard.

If you see the Support Launcher in places like the knowledge center, but it does not recognize you after logging into the Dashboard, please ensure you have cookies enabled in your browser and allowed for subsplash.com.

If the issue persists, you can always email Support to start a conversation, and we’ll be happy to assist you.