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Avaloi

Chat with Ava

How to use the chat button: ask a question, press a confirm button, ask for a person, and come back to a chat later.

The chat is the fastest way to get help. Ava, our AI assistant, answers right away, at any hour. Our team is online 9am to 5pm Eastern, and we reply to every ticket. The chat header shows whether the team is online now or when it is back.

Open the chat

Press the orange chat button at the bottom right. It is on every dashboard page and on avaloi.com. The help icon in the top bar opens the same chat. A small number on the button means you have replies you have not read.

On a phone the chat fills the screen. Close it with the X at the top right.

Start a chat

  • Signed in. Write your question and press Start chat. Ava already knows who you are, so she can look at your sites. The chat opens in support mode.
  • Signed out. Give your email address, add your name if you like, and write your question. The chat opens in sales mode, so Ava can talk about plans and migrations but cannot see any account. We email you a link that opens the same chat later.

Press Enter to send a message. Press Shift and Enter to add a new line.

Buttons in the chat

Ava sometimes adds buttons under a message.

  • A link button opens a help article or a dashboard page.
  • A quick reply sends that text as your answer, for example "Not now".
  • A confirm button is how you let Ava change something, such as restarting PHP. It names the exact change. Nothing happens until you press it, and typing "yes" never runs a change. After you press it, the button shows Done and the chat records who pressed it and when.

Signed out visitors never get confirm buttons.

Attach a file

Press the paperclip next to the message box to add a screenshot, a log, a PDF file, or a ZIP file of up to 10 MB. You can attach up to 5 files to one message, with or without words. Ava never opens attachments. She tells you that a person on the team will look at them. See Attach files and reply by email.

Ask for a person

Press Talk to a person at the bottom of the chat. Ava stops answering, a banner says a person is on the way, and the ticket goes to the team. You do not have to wait with the window open. Ava tells you when a person will likely reply. Inside team hours that is soon. Outside them it is when the team starts at 9am Eastern. We reply in the chat and by email. When a person joins, the banner changes to say so.

You see a "typing" sign when someone on our side is writing to you.

Come back later

Your chat is a ticket. Open it again from the chat button, or from Support in the side navigation, which lists every ticket and its history. If you chatted before signing up, the link in our email opens the chat again, and so does the chat button on the same browser.

A closed ticket is read only. Start a new chat and mention the ticket number, such as AV-1042, and we will find it.

Rate the help

When a ticket is resolved, the chat asks how we did. Pick one to five stars and add a note if you like. We read every note.

Still stuck?

Email [email protected] with your site name and what you tried, or send us a message.