Live Support and support templates #

Viewers > Live Support is where you answer the chat messages fans send your channel. You can reply with text and files, insert saved replies called support templates, leave notes your colleagues can read, close conversations when they are sorted, and hand a conversation to the MDL Support team when you need our help.

Finding a conversation #

The Live Support item in the sidebar shows a count of unread conversations (99+ when there are more than 99).

On the Live Support page:

• Use the Open, Closed and All filters to choose which conversations to list.
• With Closed or All, a second filter limits the list to the last 7, 14, 30 or 90 days.
• Type in "Search conversations..." to find a conversation.
• Select "Load more conversations" at the bottom of the list to see older ones.

Click a conversation to open it.

Replying to a fan #

1. Write your reply

   Type in the "Type your reply..." box at the bottom of the conversation.

2. Add a file or a template, if needed

   Use Attach file to add a file, or Insert support template to add a saved reply. Both are described below.

3. Send

   Select Send, or press Ctrl + Enter (Cmd + Enter on a Mac).

Attaching files #

Select Attach file next to the reply box. You can attach JPEG, PNG, GIF, WebP and PDF files up to 20MB each. To take a file off before you send, remove it from the list above the reply box.

Inserting a support template #

1. Open the template list

   Select Insert support template next to the reply box. The "Insert Support Template" dialog opens.

2. Find the template

   Type in "Search templates..." to filter by title or content.

3. Pick it

   Click the template. Its text goes into the reply box. If you had already typed something, the template is added on a new line below it.

4. Edit and send

   Change anything that needs to be specific to this fan, then send.

If your channel has no templates yet, the dialog says "No support templates yet" and offers "Create your first template in Settings". See Support templates below.

Looking up the fan #

The conversation header shows the fan's name and email. Click either one ("Search for this fan") to open Viewers > Fans with that fan searched for. From there you can open their Fan Profile to check their plans, payments and account. See Fan management.

Closing and reopening a conversation #

The status badge in the conversation header shows whether the conversation is open or closed. Click it to close an open conversation ("Close conversation") or reopen a closed one ("Reopen conversation").

A closed conversation reads "This conversation is closed" and has no reply box. Reopen it to reply again.

Adding an internal note #

1. Open the note dialog

   In the conversation header, select Add Note. The "Add Internal Note" dialog opens.

2. Write the note

   Type your note in the Note box. Only support staff can see it; the fan never does.

3. Save it

   Select Add Note.

Use notes to tell colleagues what you have checked or promised, so the next person to pick up the conversation does not start again.

Escalating to MDL Support #

When you cannot sort out a fan's problem yourself, hand the conversation to the MDL Support team. They get a notification and take over the conversation.

1. Start the escalation

   In the conversation header, select Escalate. The "Escalate to MDL Support" dialog opens.

2. Choose a reason

   Pick one under Reason for escalation: Technical Issue, Billing/Payment Problem, Account Access Issue, Content/Stream Problem, Urgent - Needs Immediate Attention, or Other. A reason is required.

3. Add context

   Use Additional notes (optional) to tell us what you have already tried and anything else that helps.

4. Escalate

   Select Escalate. The conversation header now shows an Escalated badge.

To take an escalated conversation back to your channel, select De-escalate in the conversation header.

Support templates #

Support templates are saved replies for questions fans ask often, such as how to sign in or what a plan includes. You create them once and insert them into any Live Support reply.

Go to Settings > Channel > Support Templates. The list shows each template's Title, Preview, Category and Created date.

Creating a template #

1. Start a template

   Select Create template. The "Create Support Template" form opens.

2. Give it a title

   Under Title, enter a short name you will recognise in the template list, for example "Welcome greeting". The title can be up to 100 characters.

3. Write the reply

   Under Template Content, write the text that goes into the reply. It can be up to 2,000 characters.

4. Pick a category

   Choose a Category: Greetings, Troubleshooting, Billing, Closing or Other.

5. Save

   Select Create Template.

Editing and deleting templates #

Click a template, or select Edit on its row, to change it, then select Save Changes. Select Delete to remove a template. Deleting cannot be undone.