The Messages XR Enterprise Support Bot is designed to be your first point of contact for quick answers, troubleshooting steps, and "how-to" guidance. Think of it as a high-speed librarian that has read every article in our Knowledge Base and is ready to point you to the exact information you need in seconds.
Your Support Bot provides:
- Instant knowledge retrieval by scanning all of our help articles to find the specific steps for the task you are trying to complete.
- 24/7 immediate assistance even outside of standard business hours.
- Resource routing with specific contact information or support links for the team best equipped to help you further.
In this Article
- Access your MXRE Support Bot
- How the Support Bot works
- Support Bot best practices
- What happens if the Support Bot can’t find an answer?
Access your MXRE Support Bot
Navigate to the bottom right corner of your screen and click on the chat bubble to start a conversation with your MXRE Support Bot!
How the Support Bot works
To provide you with the most focused experience, the Support Bot operates as a dedicated self-service guide.
- Direct support focus: The Support Bot is a specialized tool built specifically to surface Knowledge Base content. It functions independently rather than acting as a gateway to other chat agents. This ensures that your path to a documented solution is as fast as possible.
- Information over administration: While the Support Bot is an expert on platform "how-to," it does not have access to your private account billing or specific support ticket history. For updates on the status of an existing ticket or questions about ticket resolution, login to the support portal and find the Requests option under your profile bubble.
Support Bot best practices
✔Do |
✖Don't |
|---|---|
| Be specific: Instead of asking "How do I do ____ forms?", try "How do I add a field in New Forms?" | DON'T input sensitive data: Avoid entering passwords, student PII, or private contact lists. |
| Use keywords: Mention specific module names like Posts or Messages to help the Support Bot narrow its search. | DON'T ask about ticket numbers: The Support Bot cannot provide updates on Request IDs or request statuses. Log in to the Support Portal > Select My Tickets for info about a specific request. |
| Ask one thing at a time: The Support Bot performs best when focusing on a single specific task per question. | DON'T use complex sentences: Simple, direct questions help the Support Bot identify your intent much faster. |
| Use copy and paste: Paste specific error messages or URL links directly for more accurate troubleshooting. | DON'T treat it like a live agent: The Support Bot is a knowledge expert but does not connect you to a live person in the chat. |
What happens if the Support Bot can’t find an answer?
If the Support Bot is unable to find a specific match for your question after a few tries, it won’t leave you guessing. It is programmed to automatically provide a link to our "Need help? Our contact and emergency support information" article.
From there, you can easily submit a formal support request or find our emergency contact details. This ensures that even if the answer isn't in our Knowledge Base yet, you are quickly directed to the right team of experts to get your resolution.