This guide outlines the process of seeking help from the AI assistant, AZai, and connecting with a live support agent if your issue is not resolved.
1. Log in to your SmartBiz Desktop App
- Log in to your Desktop App using your registered credentials.
2. Click on AZai Chat
- Locate and click on the AZai Support panel. This action opens the "AZai" support window on the right side of your screen.
3. Provide Initial Information & Ask Your Question
- AZai will display a list of common questions (e.g., “I want to create my brand website” or “How do I set up my catalog?”).
- If your issue is listed: Click the relevant question.
- If your issue is unique: Type your specific question into the “Ask AZai anything...” box at the bottom of the panel and click Send.
4. Receive Initial Troubleshooting (Resolution)
- AZai will analyze your query and provide an initial troubleshooting step or resolution suggestion. Read this carefully to see if it fixes your problem.
- Once AZai provides the solution, the chat would give you options to confirm if it worked.
5. Connect to a Support Associate
- If AZai's solution does not resolve your issue, click the button labeled "Connect me to support associate".
- After you click "Connect me to support associate," the chat system will automatically begin the handover process.
- Click on ‘Yes’.
- You will see a system message that says: "Handing over conversation to Support Associate. Please hold while they become available."
6. Live Agent Joins the Chat
- A live agent will enter the chat.
- To access the active chat window, click the Chat Bubble icon in the bottom-right corner of your dashboard, then select the Chat with Us panel.
- You can now chat directly with the human agent to resolve your issue.