Get help with support chat
Summary: You will use the Support entry in the account menu to chat with Retailium support, already identified so you need not explain who you are.
Where your organization has support chat set up, a Support entry appears in the account menu behind your avatar. Selecting it opens a chat panel in the lower-right corner and connects you to the Retailium support team, with your own name and email already passed along as verified: no email prompt, no verification code.
The Support entry appears only in environments set up for it. Where it has not been set up, the menu shows no Support entry at all. Store Associates never see it, because their confined intake forms have no account menu.
Use it
- Open the account menu (behind your avatar) and select Support. The chat panel opens; the first time in a session there is a short pause while it loads.
- Type your question. The panel floats over the page, so you can keep working: closing it leaves the page unchanged, and reopening resumes the same conversation.
- If the chat cannot start (the support service is unreachable, or the environment is only partly set up), a brief notice says support chat is unavailable and asks you to try again.
Good to know
- You are always identified as yourself: your name, email, and a stable account reference. It is never chosen by you and never someone else's.
- No platform records cross into the chat. Only your name, email, and account reference, plus whatever you type or attach, reach the support team. No case, incident, store, or organization record leaves the platform through support chat, and the support team sees a customer, not your organization's records. A reminder not to paste case details into a support message may appear at the top of the chat.
- There is no history in the product. The conversation lives with the support team; the platform keeps no record of it and creates no ticket or notification from it.
- No launcher or unread badge. The chat is reached from the account menu only: there is no chat bubble on the page.