Support
The product is supported primarily through a chat module (Intercom) built into the product interface and into this documentation:
This brings up a dialogue through which a live chat with one of the WellLine support team members will be initiated. If all team members are offline, an email notification will be sent to the team and they will respond via the chat program next-day.
Hours for chatting directly with the product team are general business hours: Mon-Fri, 0900-1800 PDT / UTC-8
Upon clicking the 'message' icon, the following window (or similar) appears:
Within this module a user can:
Initiate new conversations with a support team member
Continue in-progress conversations with a support team member
Review completed ('previous') conversations that a support team member has marked as "Complete"
To start a new conversation, click the "New conversation" button in the chat program and then start typing.
Several options are available to help the support team member address your question:
Images can be shared by clicking the paperclip icon
WellLine's deep links capture most aspects of the interface, so copy/pasting a URL will take a support team member directly to a specific view (including filters and other selections)
If a support team member cannot address the question, or there is an issue that needs to be escalated (e.g. a bug has been discovered), follow-ups will be performed via e-mail.
If this is the case, the support team member handling the conversation will ask for a convenient e-mail address, and a task will be created for the WellLine product team.
To continue an in-progress conversation, click the conversation in the list at the top:
To review a completed conversation--one that has been marked by a support team member as complete/resolved--click the "See all" link at the top. If any conversations have been marked as 'complete', they will appear in a list here:
While chat is the primary support mechanism, e-mail support is also available by contacting: [email protected]
E-mail can be helpful when:
Describing a discovered bug or issue
Suggesting an improvement or new feature
