Live chat support for resellers
Yes, live chat is included with every account, with or without white-label. Open it from the Live Chat button in the control panel once you have signed in. An AI assistant answers first, and people take over during business hours.
What the assistant can do for you
- Without a support code, it answers general how-to questions. It does not look at your account.
- With a support code, it can look at your account for that chat. Generate one from the account menu at the top right: Support code, then Generate support code. A code works once and expires after 15 minutes.
- It can make only four changes, each one only after your separate yes in the chat, and only on your own domains and mailboxes: run a domain's DNS automation again, check a domain's Amazon SES verification again, retry a migration, or send one test email from a mailbox.
- It never asks for, sets or resets passwords.
Support codes work only for account holders (the admin role). Users you add with the user role, including clients created by the WHMCS or Blesta module or through your order portal, cannot use one, so the assistant gives them general answers only.
On your white-label hostname
The chat button is on by default on your hostname too, for everyone who signs in there, your clients included. What to know before you leave it on:
- Chats reach our support team, not you. We do not copy you on your clients' chats, and we do not tell you when one of them uses a support code.
- The chat does not carry your brand. On every hostname the chat window shows the neutral name "Support" and a footer naming the chat software it runs on, people who answer appear as "Support team", and the button reads "Live Chat" in English.
- Clients who hold their own account (the admin role) can give the assistant a support code, the same way you can.
- If you open a client's control panel from WHMCS or Blesta, the chat treats you as that client. Ask about your own account from your own sign-in.
Switch the chat off on your hostname
- Open Whitelabel Domains and edit your domain.
- In Branding Configuration, turn off Show live chat and save.
The chat button then disappears for everyone who signs in on that hostname, your own staff included. Your clients reach you through your own channels instead, such as the support email you set for the domain, which the contact links on your help center use.
Questions
Is live chat included in my account?
Yes. It comes with every account, with or without white-label, at no extra charge.
When do people answer?
During business hours. The AI assistant answers first and hands the chat to a person when it cannot solve it.
Can I turn the chat off for some clients only?
No. The switch covers everyone who signs in on that hostname.