AWRA Help Center

Live chat is offered only while a representative is online. There are no fixed opening hours to remember: if the live option is showing, someone is there to answer. When it is not showing, the usual send-a-message form is in its place.

Starting A Chat

• Inside your workspace. Click the chat icon in the top bar (Chat with us). The icon pulses while support is online. The drawer then shows Chat live with AWRA support with the line “A representative is online now”. Click Start chat, describe your question and click Start live chat. You are already signed in, so we know who you are and which organization you belong to.
• On the website. Open the Ask button in the corner to reach the AwraIQ assistant. While a representative is online, the live chat bar sits above Send AWRA a message. Give your name, email and question. If you are signed in, your name and email come from your account.
• The marketing opt-in box on the website form is never ticked for you. Leaving it empty does not affect the chat.

Your chat stays open as you move between pages. While it waits for a representative it reads Connecting you to a representative… with a timer. When someone accepts, the chat names them, for example “Grace from AWRA support joined the chat.”

Sending Files

• Use the paperclip once the chat has started, or paste a screenshot straight into the message box.
• Up to 5 files at a time, 10 MB each: images (JPG, PNG, GIF, WebP), PDF, text, CSV, Word and Excel files.
• Files are stored privately. A link in the chat works for an hour; a link in a transcript email or a missed-chat message works for 30 days.

When Nobody Picks Up

1. As soon as you start, the representatives who are online are alerted. If nobody accepts, every AWRA representative is alerted, then the support inbox gets an email.
2. If nobody has accepted after about three minutes, the chat is marked missed. You see: “No one from support could pick this up just now. We have your message and will reply by email.”
3. What you wrote, any files and, on the website, your conversation with AwraIQ are handed to the support inbox, and the reply comes to your email address.

This also happens if you close the tab while waiting, so you do not need to stay on the page.

What The Representative Sees

• Your name and email, and which organization you are from when you are signed in.
• The page you were on when you started the chat.
• For a website chat, your last few messages with AwraIQ, so you do not have to repeat yourself.
• Your messages and files in this chat.

Ending A Chat

• Either side can click End chat. A chat with no new messages for 30 minutes closes by itself.
• When a chat a representative answered ends, you get a copy of the conversation by email, with the support inbox copied.
• Click Start a new chat to begin again.