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Chat & Support

Chat & Support

Get instant help with the built-in chat feature. Communicate with support, ask questions, and get assistance with payments and contractors.

Accessing Chat

  1. Click the Chat icon in the main navigation
  2. Or click the floating chat button in the bottom-right corner
  3. Chat window opens with your conversation history

Chat Features

Real-Time Messaging

  • Send and receive messages instantly
  • See when support is typing
  • Get notified of new messages
  • Message history saved automatically

File Sharing

Share files in chat:

  1. Click the attachment icon
  2. Select file to upload (max 10MB)
  3. Supported formats: PDF, DOC, DOCX, XLS, XLSX, PNG, JPG, CSV
  4. File appears in chat with download link

Quick Actions

Common actions available in chat:

  • View Contractor: Link to contractor profile
  • View Payment: Link to payment details
  • View Invoice: Link to invoice
  • Export Data: Request data export
  • Schedule Call: Book a support call

Support Hours

Our support team is available:

  • Monday-Friday: 9 AM - 6 PM EST
  • Response Time: Usually within 1 hour during business hours
  • After Hours: Messages answered next business day

Common Questions

Payments

Q: How long do payments take? A: Bank transfers: 1-3 business days. Wise: Same day. PayPal: Instant.

Q: What are the payment fees? A: $15 per contractor per month. Transfer fees vary by method (see Payments).

Q: Can I cancel a payment? A: Yes, if status is still “Pending”. Contact support immediately.

Contractors

Q: How many contractors can I add? A: Depends on your plan: Starter (5), Professional (25), Enterprise (unlimited).

Q: Can contractors access the platform? A: Yes, contractors can view their payment history and submit invoices.

Q: How do I update contractor information? A: Go to Contractors → Select contractor → Edit → Save.

Invoices

Q: Who can approve invoices? A: Depends on your approval workflow settings. See Invoices.

Q: Can I set up automatic invoice approval? A: Yes, for invoices under a certain amount. Configure in Organization Settings.

Q: How do I export invoices? A: Go to Invoices → Export → Select format (CSV or PDF).

Organizations

Q: Can I belong to multiple organizations? A: Yes! Switch between organizations using the dropdown in the top navigation.

Q: How do I invite team members? A: Go to Organizations → Team → Invite Member.

Q: What’s the difference between roles? A: See Organizations for detailed role descriptions.

Escalating Issues

For urgent issues:

  1. Mark your message as Urgent in chat
  2. Or email support@payroll.app with “URGENT” in subject
  3. Or call our support line: +1 (555) 123-4567

Feedback

We love feedback! Share your thoughts:

  • In chat: “I have feedback about…”
  • Email: feedback@payroll.app
  • Feature requests: Vote on our roadmap at feedback.payroll.app

Chat Settings

Customize your chat experience:

  1. Click settings icon in chat window
  2. Configure:
    • Notifications: Enable/disable chat notifications
    • Sound: Enable/disable notification sounds
    • Email: Get chat transcripts via email
    • Language: Select preferred language

Privacy

Your chat conversations are:

  • Encrypted end-to-end
  • Stored securely
  • Accessible only to you and support team
  • Never shared with third parties
  • Deleted after 90 days (unless you save them)

Tips for Better Support

  • ✅ Be specific about your issue
  • ✅ Include relevant details (contractor name, payment ID, etc.)
  • ✅ Attach screenshots if helpful
  • ✅ Check documentation first for quick answers
  • ✅ Use search to find previous conversations

Next Steps