> For the complete documentation index, see [llms.txt](https://help.impact.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.impact.com/other/reference-documentation/use-live-support-with-ask-impact.md).

# Use Live Support with ask impact

When you need help, you can chat with an impact.com support agent without leaving *ask impact*. The chat opens in the *ask impact* window, and the agent gets a summary of your conversation. You can also share screenshots and files with the agent.

{% hint style="success" %}
**Note:** If you don't see *ask impact* on the bottom-right, check that *ask impact* is [enabled for your account](/brand/what-would-you-like-to-learn-about/platform-features/ask-impact/how-to-enable-and-disable-ask-impact.md). Live chat isn’t available to all accounts, during onboarding, or outside support hours. If you don’t have access, you’ll have the option to log a support ticket instead.
{% endhint %}

### Start a live chat

You can start a live chat from any *ask impact* conversation or from the Support tab.

1. On the bottom-right, select the <img src="https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2FT0g0GRNdzWInJ02Ds84g%2Fai_blue.svg?alt=media&amp;token=cdd1de59-14ba-49dd-ab34-b064fc8b5403" alt="" data-size="line"> **\[ask impact]** icon to open *ask impact*.
2. Start a live chat in one of these ways:
   1. From a conversation:&#x20;
      1. Ask to speak to someone, and briefly describe what you need help with, for example, `Can I chat with a support agent about my account settings?`&#x20;
      2. If you haven't described your issue yet, *ask impact* asks for a short description first so it can route you to the right support team.&#x20;
      3. When the *Need a bit more help?* card appears, select **Chat to Support**.
   2. From the Support tab:&#x20;
      1. On the top-right, select <img src="https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2FzVm2Te2siKiarI1QZoRV%2Fsupport-ask-impact.png?alt=media&amp;token=88fbc812-db53-49ea-b019-c08c2a79cf70" alt="" data-size="line"> **\[Support]**. Under *Contact Us*, select **Chat to Support**.&#x20;
      2. The Contact Live Agent screen opens, which shows an *Issue Description* field and the **Chat to Support** and **Cancel** buttons.&#x20;
      3. Enter your issue description and select **Chat to Support**.
3. Wait for an agent to join. The live chat opens in the *ask impact* window, and the agent automatically receives a summary of your conversation and your issue category.

{% hint style="success" %}
**Note:** You can only have one live chat open at a time. If you ask for live support while a chat is already in progress, *ask impact* lets you know. Continue in that chat, or start a new live chat after it ends.
{% endhint %}

### Chat with a support agent

Type your message in the message box and send it. While you chat:

* Links in the agent's messages are clickable.
* *ask impact* labels automated replies, so you can tell which responses are from the agent.

### Send attachments

You can share screenshots, logs, and documents with the agent during a live chat. You can only add attachments in live chat, not in regular *ask impact* conversations.

1. In the message box, select **Attach**, or drag and drop files onto the chat (desktop only).
   * You can attach up to 5 files per message, up to 25 MB each.
   * Images show a thumbnail preview. Other files show the file name and size.
   * To remove a file before sending, select **Remove** on that file.
2. Optionally, type a message to go with your files. You can also send attachments on their own.
3. Select **Send**. Your files upload when you send, and you can't type in the message box until the upload finishes.

If a file is too large or isn't a supported format, you'll see an error and *ask impact* doesn't attach it. If an upload fails, *ask impact* doesn't send the message, so you can try again.

{% hint style="success" %}
**Note:** *ask impact* keeps your message and attached files if you switch between the widget and full screen. If the chat ends, *ask impact* discards any files you haven't sent.
{% endhint %}

### View attachments from support

When the agent sends you a file, it appears in the chat:

* Images appear inline in the chat. Select an image to enlarge it, then close it to return to the chat.
* Other files (such as PDFs) appear as a labeled item. Select it to open the file in a new browser tab.

Attachments stay in your chat history, so you can scroll back to find them later.

### End the chat & share feedback

Only the support agent can end a live chat. If your issue needs further investigation, the agent might convert the chat into a support ticket. You'll see the ticket number in the chat, along with quick-reply options such as **Create a Ticket**.

When the chat ends, the *Share your feedback* form appears:

1. Under *Rate your conversation*, select a star rating from 1 to 5.
   1. The **Submit Feedback** button will remain greyed out until a rating is selected.
2. Optionally, add a comment of up to 500 characters in the *Comments* field.
3. Select **Submit Feedback**.

### Additional resources

* [ask impact Tips & Tricks](/brand/what-would-you-like-to-learn-about/platform-features/ask-impact/ask-impact-tips-and-tricks.md) — How brands can start conversations with *ask impact* and get the most out of its responses.
* [ask impact Tips & Tricks for Partners](/partner/what-would-you-like-to-learn-about/platform-features/ask-impact/ask-impact-tips-and-tricks.md) — How partners can start conversations with *ask impact* and get the most out of its responses.
* [Use the ask impact Support Tab](/brand/what-would-you-like-to-learn-about/platform-features/ask-impact/use-the-ask-impact-support-tab.md#contact-us) — The contact options, feedback, and documentation links available from the *ask impact* Support tab.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://help.impact.com/other/reference-documentation/use-live-support-with-ask-impact.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.