Starting Thursday, October 22nd, we are launching a new messaging support experience directly within the Athennian app. You can now get answers to product questions, troubleshoot issues, and connect with our support team directly from within the app. No need to switch to email or search for a contact form. AI handles common questions instantly, and a live agent is available when you need one.
Why We Are Making This Change
We are committed to provide the best customer experience possible and we want to make sure your support tools provide optionality and scale alongside you. This new experience offers:
- Speed: Instant answers to common questions without waiting in an email queue.
- Flexibility: The freedom to choose between self-serve AI answers, live agent conversation, or traditional ticketing.
- In-App Convenience: Full access to support without interrupting your active workflow.
If you have any feedback, questions, or encounter any issues as you explore the new messaging widget, please let our support team know!
What to Expect
When you reach out for help in Athennian, you will now experience a modern, conversational chat interface offering multiple paths to get answers:
- Instant Answers via AI: Trained on the Athennian platform and our comprehensive Help Center, our new AI agent serves as your first point of contact to immediately address questions, guide you through workflows, and point you to relevant resources.
- Live Specialist Chat: During business hours, you can smoothly transition from the AI agent to a live chat session with a member of our support team.
- Seamless Ticketing: If you reach out outside operating hours or if your request requires an in-depth investigation, the chat will prompt you to leave your details and automatically submit a support ticket.
How to Use It
Getting help directly within Athennian takes just a few clicks:
- Open the Resource Center: Click the blue Owl icon located in the bottom-left corner of your screen.
- Chat with the AI Agent: An Athennian Support chat window will appear. Enter your question in the text box to start chatting with the AI agent immediately.
- Escalate to a Human Agent: If the AI agent is unable to resolve your inquiry, or if you prefer manual support, click Talk to human. You will be connected to a live agent if one is available, or prompted to leave your details so our team can follow up with you directly via email.
Continued Access to Traditional Support
Our current support offerings remain in place. You can continue reaching our team directly by submitting a request via the Help Center form or by emailing support@athennian.com.
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