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Using Intercom - The Layer's instant chat support system
Using Intercom - The Layer's instant chat support system

Some info on using our new instant chat support system

Written by Raymond Carrel
Updated over a week ago

We have introduced a new instant chat feature to The Layer. O

Once this service has been activated for you, you will notice the following icon at the bottom of the screen.

Click this button to begin an instant chat session with The Layer support team.

Continuing a conversation

The section shown below provides access to your previous chat conversations. If you haven't used the instant chat feature yet, you won't see this.

Starting a new conversation

Click the Send us a message button to start a chat with us.

This will open a dialogue, allowing you to enter your query. Please enter a brief summary of your question or problem.

When you send your message you may be suggested some articles from our Help Centre. You may wish to check these results while you wait for a response. A member of The Layer support team will respond to you as soon as they can.

If they are unable to answer your question right away, they will advise you that they are creating a case to manage this, and provide you with a case reference number.

Searching the Help Centre

The Find your answers now section lets you search our Help Centre for articles on a range of topics relating to different parts of The Layer.

This will suggest some articles to you.

You can also access the Help Centre at any time from this link.

The Layer updates

This section will provide you with a snapshot view of our feature updates, and any other recent communications. You can also access this from the Updates tab at the top of the screen.

The Layer status

The last section will show you a summary of the current status of The Layer. This will detail any system issues that may be impacting you at the time, and can be clicked to see a list of any previous issues.

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