In Updox: After you log in, click the help button in the lower right corner of the screen.
On the Updox Support page: Go to updox.com/support, scroll down, and click the chat button in the lower right corner.
Who is Amelia?
Amelia is Updox's AI chat assistant. Amelia can answer most support questions and is available 24 hours a day, 7 days a week.
Is Chat available 24/7?
Amelia (AI assistant): Yes, 24/7.
Live chat with a support specialist: Monday through Friday, 8:00 AM to 6:00 PM Eastern (5:00 AM to 3:00 PM Pacific).
Does Updox offer phone support?
No. Updox support is available by chat and support ticket only.
When should I use Chat, and when should I submit a ticket?
When | What to use |
Any time | Chat with Amelia for quick answers. |
Business hours (Mon–Fri, 8 AM–6 PM ET) | Use live chat for all support issues. |
After hours and weekends | Chat with Amelia |
Is Chat faster than submitting a ticket?
Yes. Chats are handled first.
In a chat, the support specialist will either fix the issue with you right there or escalate it if needed.
What if the support specialist can't fix my issue during the chat?
The chat becomes a ticket. A support specialist will keep investigating and escalate it if needed.
Will I be chatting with an engineer who can fix bugs?
No. You'll chat with a support specialist. If you've found a bug, the specialist will look into it, gather the details, and escalate it to the engineering team to fix.
Can I get a copy of my chat transcript?
Yes. Ask the support specialist during the chat, and they'll send you a copy.