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, select Send us a message, and ask your question in the chat window to get started. After you receive a response, you can drill in further by asking follow-up questions.

At any point after a response from the Subsplash Assistant, you can get connected with the Support team by simply asking. You can let the Assistant know that you would like to talk to a person by typing a response such as "talk to a person", then choose from the options presented. If the answer the Assistant provided was helpful, be sure to say that it helped!

To access other features in the Subsplash Assistant, select the left arrow icon in the upper left corner.

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.

At any point of working with the Subsplash Assistant you can ask to speak with the team to be shown additional options and connect with our teams.

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 with the platform, 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 visit the Academy at any time!

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

Our Billing agents can help with subscription-related questions 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, ask to speak with the team, then select 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 ongoing conversation to our Support team. We will review context from your questions with the Subsplash Assistant to best assist you and any additional details you can provide are appreciated!

When having a conversation with the team, you can minimize the Subsplash Assistant at any time to continue work. Responses will notify you with a pop up and you will see the unread badge on the Subsplash Assistant when you have a message to read. If you need to leave the Dashboard or log off for the day, this is also okay! If we detect you are inactive, responses will be sent to your email. To continue the conversation you can respond directly via email or log back in to the Dashboard to a go to the Subsplash Assistant.

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.

*Fridays have limited scheduled meeting availability.

You can schedule a meeting after asking the Subsplash Assistant a specific question, then by asking to speak to the team, then selecting Support > Schedule a Meeting.

Our email address is always available as an option if you are currently away from your Dashboard, having trouble logging in, or having trouble seeing the Subsplash Assistant.

When you first email in this will start a conversation and route to the team. Its best to include as much as you can in the initial email so we can start to help right away.

If we can properly associate your email with a Dashboard user, you will see your conversation show up in the Subsplash Assistant the next time you log in. You can now pick up this conversation where you left off via email.

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

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

A conversation 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 interaction until closed. Again, everything starts as a Conversation, and the hope is that we can answer the question quickly and effectively.

A ticket is an interaction that requires more time, investigation, or collaboration with another team. A conversation 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 conversation to tickets for things like Bugs or when the solution may take longer than a week.

When browsing through your Messages in the Subsplash Assistant, Tickets will be denoted with a special icon but you can also go straight to the Tickets tab to check in on them.

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 conversations and tickets (in-dashboard and 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 live chat and the ability to convert a chat directly into a video call.

If you run into issues seeing the "?" widget, known as the Subsplash Assistant, in the Dashboard, make sure you disable ad-blockers or script-blocking extensions for the Subsplash Dashboard, these will keep the widget 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 widget 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 us to start a conversation, and we’ll be happy to assist you.