Using live chat (Premium & Elite) Guide

Live chat gives you a real-time conversation with the Praxivara support team, right inside the app. It's available on plans that include it, and any chat can be turned into a tracked ticket so your issue keeps moving even after the conversation ends.

Who can use live chat

Live chat is included on higher plans, currently Premium and Elite. If your plan is ticket-only, you can still reach support any time by opening a support ticket instead, and you'll get the same quality of help with a written record over email.

Not sure whether your plan includes live chat? Check the support channel listed for your plan on the pricing page. If you'd like faster, real-time help, you can upgrade to a plan that includes it.

Start a live chat

Live chat starts from the support widget, the help launcher in the corner of every customer page.

1. Sign in to Praxivara so your conversation is tied to your account.
2. Click the help or chat bubble in the bottom corner of the page to open the support widget.
3. If your plan includes live chat, choose the option to start a conversation.
4. Describe what you need. The more specific you are, the faster the team can help.

When you're signed in, the widget already recognizes you, so you don't need to re-enter your account details each time.

The support widget appears on customer-facing pages and on the Help Center, but not on admin pages. If you don't see it, make sure you're on a standard app page.

What to include for a fast answer

• A clear description of what you're trying to do and what happened instead.
• The name of the feature, agent, or page involved.
• Any error message you saw, copied exactly.
• The steps you already tried.

Turn a conversation into a tracked ticket

If your question needs follow-up, or you have to step away, a live chat can continue as a tracked support ticket. That way the conversation isn't lost when the chat window closes.

1. Ask the support team to continue your conversation as a ticket, or open one from the widget.
2. From that point, replies are handled over email, giving you a written record you can refer back to.
3. Reply to the support email whenever you have more detail or a follow-up question to keep the ticket moving.

This is the best approach for anything that can't be resolved in a single sitting, such as an issue that needs investigation or a change you want to track over time.

Find your past conversations

Your earlier live-chat history is available in the support widget. Open the widget again to pick up where you left off or to review what was discussed. Because your conversations are tied to your account when you're signed in, they stay with you across sessions.

What to expect on response times

Each plan carries a target first-response time, and plans that include live chat are geared toward faster, real-time help. Live chat is the quickest way to reach a person when it's available on your plan; tickets are always available on every plan and are answered in the order and priority your plan supports.

If live chat isn't staffed at the moment you reach out, opening a ticket ensures your request is captured and answered as soon as the team is available.

Prefer a quick answer first?

For many how-to and troubleshooting questions, you can get an answer without waiting for a person. Ask the in-app AI assistant in chat, or search the Help Center from the support widget. The assistant searches Praxivara's official Help Center and Documentation and points you to the relevant articles, so live chat and tickets are there for when you genuinely need a human on the other end.