What is the purpose of Live Chat in Boost?
We're introducing Livechat as part of our official support experience for easy & seamless interaction between Boosties and our support agents from the Boost app directly.
How do I connect to Boost Live Chat?
To connect and access the Boost Live Chat support, you can follow the simple steps below:
1. Navigate to your Boost Profile screen and tap "Have Questions"
2. Tap Help red bubble to access the Help menu
3. Select start chatting from the Help menu to initiate the chat screen.
What languages does Boost Live Chat supports?
Boost Live Chat support is currently available only in English and Bahasa Malaysia. Simplicity in Boost design enables anyone regardless of language preference to use it with ease.
What are the Operating hours for Boost Live Chat?
Boost Live Chat Operating hours are from 09:00am - 06:00pm Monday to Sunday (including Public holidays). If you would like to reach to us after operation hours, you may drop us an email at email@example.com or message us via our official Social media sites (Instagram/Facebook) for further assistance.
How long will it take to resolve an issue if I escalated my case via Live Chat?
Normally, it will take 3-7 working days depending on the complexity of the issue. However, it might take longer up to 14 working days if your case requires further validation with our stakeholders.
Why does Live Chat service is only available for Boost Loyalty Level 4 & Level 5 users?
As our livechat feature is operating in beta version currently, thus its only available for Level 4 and Level 5 users at the moment. Fret not, we'll keep our users posted once it's readily available for all Boosties!
What happens if I leave the chat screen by clicking the back button from the chat box?
Users will be able to go back to the chat screen by following the same "Start Chatting" flow and resume the same chat session, as long as the chat session has not ended.
What happens if I quit the app while in a chat session?
A notification will be sent to prompt the user when an agent replies. By clicking on the notification, the user will be directly connected to the chat screen.
What happens when Live Agent is busy once the user initiated the chat?
Once a chat session is initiated, our BOT will greet you first. If there are no available agents at the time, you will be placed in the waiting queue automatically.
How do I upload attachments via chat screen box?
Yes, our users can upload attachment files up to 20MB during the livechat session. Types of files supported include PDF, JPG, GIF and TXT.
How do I leave a comment or rating once we end the chat?
We love to hear feedback from our Boosties! To share your experience with us, you can opt to add comments after the rating in the chat session. Just tap on "Add a Comment" to input your feedback in the text input field.
Can I request a transcript upon completion of the chat?
Once you end the chat, you will be prompted to the "Request Transcript" screen. You may provide your preferred email address to receive a copy of the transcript of the chat session.
How do I view the previous chat history logs in the Boost app?
To view your past chat history, you may navigate to the "Support History" screen in your app upon ending the chat.