We know that when you encounter an issue, the difference between getting an answer in seconds vs minutes is critical. That’s why we are excited to announce the launch of our Support Chat to the Field Nation mobile app & web experience! Without leaving your workflow, the chat agent can quickly determine the scope of your issue, provide guidance, create a case and/or connect you to a live agent if necessary. Please note - you will need to be on the Field Nation app version 26.4.1 or later to access chat on mobile.
Chat is best utilized for technical or “how to” related questions. If you are having an issue with a buyer (re: payment dispute or approval assistance) reporting a problem in the work order is still the best option.
Here are some example questions/scenarios that our Chat Support Agents are great at answering:
- “Where can I see the Payment Terms of a work order?”
- “How do I upgrade to Provider Pro?”
- “Where can I go to change my Payment Method?”
To provide our users with the fastest support possible, we have replaced the ‘Create Case’ functionality with chat on the Support Cases page. To start a chat, click 'Chat with Support' under Help & Support from the main menu in the app:
Chat support is also accessible from any page in the web version of the platform by clicking the ? icon, then Chat with Support:
You can also start a chat through the shortcut within the Support Cases page:
Please note: if opening a case is necessary, the Virtual or Live Support Chat agent will create one for you. Once created, the case will be visible on your Support Cases page as normal. These changes do not impact the ‘Report Problem’ case creation functionality within a work order, or your ability to view & respond to cases from your Support Cases page.
