How to talk to support by chat
Chat is the fastest way to reach the GENNO team: the conversation happens live, on the web itself, and is kept in Support as a ticket.
Before you start
- Chat is on the web, for the stable's team (also when the subscription is blocked).
- Live support is Monday to Friday, 8 a.m. to 6 p.m. (Brasília time). Outside that, the message becomes a ticket and the reply arrives by email.
Chat
- At web.genno.app, click Talk to support in the lower corner of the screen.
- The top of the window shows whether the team is online and how fast it usually replies.
- Write your question. To send a screenshot, click the image icon (up to 5 MB).
- The conversation goes into the queue and someone from the team takes it. You see when they are typing.
- You can close the window and keep using GENNO: the button shows how many new messages arrived.
- At the end, click End conversation, choose 1 to 5 stars and, if you like, leave a comment.
The conversation stays in Support, with the images. To pick it up later, open the ticket or start another conversation.
Outside hours
When nobody from the team is online, the window shows Outside hours. Write anyway: the message becomes a ticket and the reply arrives by email and in Support.
Common problems
I don't see the Talk to support button. It appears on the stable management screens, in the lower right corner. In the owner portal, contact the stable.
The conversation doesn't update. The window reconnects by itself when the internet is back and fetches what arrived.
Next steps
Didn’t this article solve it?
Talk to the GENNO team. Tell us what you were doing and, if you can, send a screenshot.