# Introducing a New Support Chat Experience: Faster Help, Full Context

How to Use the New Support Chat in the Dashboard - YouTube

Support shouldn’t feel like starting from scratch.

In the past, reaching out meant opening a chat, explaining which shipment you were asking about, and waiting for someone to get up to speed. It worked — but it wasn’t seamless.

Today, we’re introducing a new support chat experience — designed to give you faster answers with full context, built directly into your shipments.

## **What’s New**

Support chat is now built into your workflow.

Instead of a single, general chat, conversations are tied directly to the shipment you’re viewing — so everything stays in context from the start.

Chats are also shared across your team, giving everyone visibility into what’s already been discussed and what still needs action.

## **How It Works**

From anywhere in the dashboard, click the **Chat with support** button in the top right corner.

When you're viewing a shipment, your conversation is automatically linked — so there’s no need to re-explain details or reference shipment IDs.

Within the chat feed, conversations are organized into:

- **This shipment** — everything related to the shipment you’re viewing
- **All topics** — your broader conversation history

Each conversation includes an AI-generated summary, so you can quickly understand what’s been discussed and what’s next.

You can also access shipment-specific chat history directly from billing when viewing an invoice or rebill — so the full conversation is always in one place.

## **What You’ll Notice**

- **Faster support** — less back-and-forth to get started
- **Full context** — conversations tied directly to each shipment
- **Shared visibility** — your entire team can view and respond
- **All in one place** — no more searching across tools or threads
- **AI-assisted summaries**— quickly understand longer conversations at a glance
- **Multi-language support** — chat in your preferred language

## **What’s Not Changing**

You’re still working with the same support team.

The difference is that every conversation now starts with the context we need — so we can help you faster and more efficiently.

## **Getting Started**

- Log into your dashboard
- Open any shipment
- Click **Chat with support**
- Start your conversation

No setup required — it’s already built into the way you work.

## **Questions or Feedback?**

We’re rolling this out carefully and would love to hear from you.

Open any shipment and click **Chat with support** to get in touch.