What is support chat / live chat?

Matrix Booking Support Chat will give you a way of quickly asking questions, validating information and checking if something needs to be a support ticket or not.

This service will provide your organisation with the fastest level of support Matrix Booking can offer. 

If you do have a fault, issue or bug within the Matrix Booking system, this will still need to be raised as a support ticket. Matrix Booking Support Chat is only to be used for low-level issues and queries about the system.

Support Chat will be available between 9am to 5pm UK Time (excluding public holidays).

Having support chat enabled does not change a standard users experience at all.

However, Administrators will see this a new drop down menu:

You won’t need to enter any of your details, such as name and email address, into the live chat. The widget will pick that information up automatically so our Support Team can recognise you straight away and assist you quickly and effectively.

This is currently being trialed with a few customers and we expect to start rolling this service out live towards the end of June 2023. If you have any questions about this service, contact your Account Manager.

All data is stored within the EU by Zoho as outlined in our list of sub-processors. All chats will be retained for the duration of the customers contract and will be logged within Zoho CRM against each individual customer contact.

As administrator features are only available through our web app only and not our mobile app, the Support Chat is also only available by using a web browser and not available on mobile.