Built-in Support Chat

You have the possibility to contact a NAKIVO representative via chat in the NAKIVO Backup & Replication interface.

Opening Built-in Support Chat

To open Built-in Support Chat, follow the steps below:

  1. In the lower right corner of the NAKIVO Backup & Replication interface, click the chat button.


  2. The NAKIVO Support dialog box opens. Introduce yourself by providing the following information:

    1. In the upper box of the dialog box, enter your name.

    2. In the box below, enter your email address.

  3. Choose a department from the list of available departments.

  4. Enter your message text and click Start Chatting.

5. Your message is sent to a NAKIVO representative and will be processed as soon as possible. If needed, click the Send Another button to proceed with sending another chat message.

Sending Files in Built-in Support Chat

Please use either of the following ways to send your files in the Built-in Support Chat:

  • Drag and drop: open Windows File Explorer, select necessary files, and then drag them and drop to the chat dialog.

  • Built-in Support Chat interface:

    1. In the upper left corner of the Built-in Support Chat dialog, click Options.

    2. In the dialog that opens, click Send a file.

    3. The Open dialog opens. Navigate to the location of your files, select them and then click Open.


Note
The following file formats are allowed: .pdf, .png, .jpeg, .gif, .txt. The maximum file size is 20 MB.

Sending Feedback to Built-in Support Chat

You have the possibility of sending feedback to Built-in Support Chat: in the upper right corner of the dialog, click Good or Bad, as you deem appropriate.

If appropriate, leave a comment for NAKIVO Support Team: click Leave a comment and in the text box that opens, enter your comment about the chat service. Then click Send.

Sending Email Transcript of Built-in Support Chat

Follow the steps below to send the transcript of your Built-in Support Chat session:

  1. In the upper left corner of the Built-in Support Chat dialog, click Options.

  2. In the dialog that opens, click Email transcript.

  3. In the dialog that opens, make sure the email address of the recipient is correct, and then click Send.

Your Built-in Support Chat transcript will be sent to the specified email recipient.

Disabling/Enabling Sound Notifications

By default, sound notifications are enabled for Built-in Support Chat.

Do the following to disable sound notifications in Built-in Support Chat:

  1. In the upper left corner of the Built-in Support Chat dialog, click Options.

  2. In the dialog that opens, click Sound.

  3. Close the options dialog.

Sound notifications will be disabled for Built-in Support Chat.

Disabling Built-in Support Chat

By default, the built-in support chat is enabled in your instance of NAKIVO Backup & Replication.

Do the following to disable built-in support chat:

  1. Go to Settings > General > System settings.

  2. Click Edit to make system settings editable and then deselect the Enable built-in support chat checkbox.

  3. Click the Apply button.

Note
When disabled, the Built-in Support Chat will not be available in all tenants of the NAKIVO Backup & Replication instance in Multi-tenant mode.