Use the Totango Support AI Chatbot

The AI chatbot helps you get faster answers to your Totango questions. You can also submit a ticket from within the bot.

Where can I find the AI chatbot?

The chatbot is listed as "Get Support" and is accessible from the Help (?) menu within the Totango platform.

When to use the AI chatbot

  1. For immediate assistance: The chatbot is designed to provide quick answers to common questions, troubleshoot basic issues, and guide you through simple processes.
  2. To explore solutions: If you're encountering a problem, describe the issue in detail to the chatbot. It will suggest solutions, point you to relevant articles, or even provide step-by-step instructions.

How to interact with the AI chatbot

  1. Provide context: When describing your issue, be as specific as possible. Include details like:
    • The exact steps you took
    • Any error messages you encountered
    • The specific features or functionalities you're having trouble with
    • Screenshots of the issue

      Images are highly valuable to the chatbot for better understanding!

  2. Ask complete questions: Instead of short keywords or phrases, frame your questions as complete sentences. This helps the chatbot understand your intent more accurately.
  3. Create a ticket if needed: If you believe the issue requires immediate human assistance or is beyond the chatbot's capabilities, you can directly type "create a ticket." This will initiate a support ticket with the information you've provided (see below).

After receiving a response

Continue the conversation or provide feedback:

  • Thumbs up: If the chatbot's response was helpful, give it a thumbs up. This helps train the AI and improve future responses for other users.
  • Thumbs down: If the response was incorrect or unhelpful, give it a thumbs down. You'll be prompted to provide your email address so a support ticket can be created with the conversation history.

Escalating to human support

When you determine that human assistance is required, the chatbot will guide you through the ticket creation process.

  1. At anytime in the chat, type "create ticket."
  2. You will be prompted to enter your email address. This allows the system to associate your message with your account and ensure a response.
  3. Once the ticket is created, you can continue adding relevant information to the chatbot thread. This information will be included in the support ticket, providing the support representative with a complete context of your issue.
  4. The chat will also ask you to create an access grant to your service to allow the Support team to investigate your issue further.
  5. You will receive an email confirmation with your ticket number and a link to the chat conversation within the Totango knowledge base portal. Due to current limitations, you will not be provided with the ticket number within this chat.
  6. The support team will review your ticket and respond accordingly. You can continue the conversation via email or through your profile within the Totango Help Center.

Starting a new conversation

Click the "+" button in the top right corner of the chat widget to clear the chat and start a fresh conversation. This ensures the chatbot doesn't rely on context from previous interactions that may not be relevant to your current issue.

Important considerations

  • The chatbot is constantly evolving. While it's designed to be helpful, it may not always provide perfect solutions, especially when given unique circumstances. Please check with the Support team if you are performing a critical function based on an AI response. 
  • Human support is always available. If the chatbot can't resolve your issue, you can easily escalate to a human support agent.

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