Support chat

Where the chat is

In the application’s side menu open Help, then Chat. The panel opens over the page you are working on (on a phone over the whole screen), so you do not lose what you have started. The same menu also has Documentation — these guides, in a new tab.

The chat exists only in the application, for signed-in users. If you do not have an account yet or cannot sign in, write to us through the contact page.

What the conversation looks like

• You have one conversation with support, no matter how many companies you work in. With each of your messages we record which company you were in while writing, so we know what it is about.
• Enter sends the message, Shift + Enter starts a new line. On a phone or tablet Enter starts a new line, and you send with the send button next to the field.
• A message you have started stays even when you close the chat — you carry on where you left off, until you refresh the page or leave the application.
• A message can have up to 2.000 characters. Images and files cannot be sent through the chat for now — if you need to show us a document or a bank statement, describe what you see or send it to us by email through the contact page.

When and how the reply arrives

We reply on working days from 9 am to 3 pm. In an open chat the reply appears by itself, without refreshing the page, and while the chat is open in front of you we do not send an email. If the chat is not open:

• a red dot appears on the Help icon (and on a phone on the menu button), and the label “new” next to the Chat item;
• if you are not in the application at that moment (you have closed it), the reply also arrives by email, with a button that opens the chat. An email does not arrive for every message — only the first time, until you have read the reply, so we do not flood you.

So feel free to close the chat and carry on working.

When the application reports an error

If an action fails because of a server error, the application says so with a message and an error code (for example “Error code: 742451009”). Click Send to support: the chat opens with the code, the page and the time of the error already filled in. You can add what you were doing, then send. With that code we quickly find what happened, so you do not have to describe the error or open anything in your browser.

• “Check whether it was saved anyway” — an error can arrive after the data was written. Before trying again, look at the document list, so you do not create the same document twice.
• “Connection lost” — the problem is in the internet connection. Check the connection and try again; here too, do not forget to check whether it went through anyway.
• “A new version of the application is available” — while you were working, we released a new version. Click Refresh the page. What was entered on the page but not saved is lost on refresh, so copy it somewhere first if you need it.
• “The file is too large” — an attachment may have at most 4 MB. Take the photo of the invoice at a lower resolution or save it as a PDF.

If not even the application page can be displayed, a page with the error code and a Write to us link opens — it leads to the contact form, with the code already filled into the message.

What is kept

We keep the conversation for as long as your account exists. You get the whole conversation — messages, the state of the conversation and when you read the replies — in the My account → My data export, and it is deleted together with the account (My account → Delete account). The conversation is yours, not the company’s — it is not part of the company data export and other team members cannot see it. That is why it remains even when the company you wrote from is deleted, with its name as it was when you wrote.

For real-time notifications we use the Pusher service (EU, Ireland), through which the content of messages does not pass — only a signal that a new message has arrived. Details are in the privacy policy.

What the chat does not do (yet)

• It does not send images or attachments.
• It does not show whether someone from support is typing right now.
• There are no separate conversations (tickets) — everything is one thread with support.