Email Security Cloud Integrated - In-App Chat Support Pilot - Feb 2024

Service Update

Availability	Mid-March, 2024
Product(s)	Email Security Cloud Integrated
Who's affected	Administrators

UPDATE - April 23rd, 2024

Further to the information provided below, MSPs can now utilize the in-app chat support feature as of April 23rd, 2024. Customers who have purchased Email Security Cloud Integrated via an MSP will still need to acquire support directly from their MSPs.

Overview

Mimecast is launching a pilot program providing in-app chat support for Email Security Cloud Integrated customers. From around the middle of March 2024, customers who have purchased Email Security Cloud Integrated directly from Mimecast will see a chat option in the lower right-hand corner of the dashboard after logging in.

With the new in-app chat support, you can:

• Find answers to the most frequently asked questions.
• Review Email Security Cloud Integrated knowledge-base resources.
• Connect with Technical Support to chat or raise a support case.

During the pilot, we will be staffing live agents Monday to Friday from 10:00am - 11:00pm UTC in the following regions:

• Australia
• South Africa
• United Kingdom
• United States of America

Thank you for trying out this new feature as we continue to find ways to assist you best, and be sure to provide feedback on your experience.

Frequently Asked Questions

Question: What does the Chatbot look like, and where do I find it?

Answer

The Chat support bot will appear in the lower right-hand corner of your screen and look like this:

Interacting with the chat support pop-up will expand the user functionality.

Question: How do I reach a Support Expert via the Chatbot?

Answer

Interact with the Chatbot and select "I have a question." Give the bot a chance to assist you with your query, and go from there. If a Support Expert is available, you will see the option to "Chat with Support Expert" available to select.

 

Question: What can I do if no Support Expert is available or it's outside the manned hours?

Answer

In this instance, you can still use the chatbot to find answers to common queries and raise a support ticket with us.

Question: Why can't I see the Chatbot?

Answer

This could be for any of the following reasons:

• Ad-Blockers can prevent the Chatbot from appearing. Please disable these and refresh your browser window.