Symptom / Need

Are you a Partner or technical administrator and need to report a new issue, incident, or technical assistance request that affects the operation of one of your campaigns, and need to independently generate the security code required to start the chat and receive immediate attention from the support bot?

Context / Scenarios

This procedure is managed directly in the Support module of the Partner Portal.

What is the purpose of this module?

It functions as the central tool for documenting incidents, estimating the operational impact (affected agents) and enabling secure communication with the platform's support channels.

Answer / Solution

The support module allows you to register incidents and control access to the support bot through the following standalone procedure:

Step 1: Checking History and Managing Codes

1. Access the Support module in the Partner Portal.
2. On the right side of the screen, you will see the history panel of the latest support codes that have been generated and used for your operations.
3. These codes represent the mandatory access key to interact directly with the support chat and formally track your cases or tickets.

Step 2: Fill out the form to create a ticket

It is essential that you complete each of the fields in the registration form to report the technical issue and generate a new active code for the support bot:

• Operation: Select the exact name of the operation that is causing the problem from the drop-down list.
• Username: Enter the login username of the person responsible for reporting the case in the system.
• Contact name: Enter the name you will use to identify yourself to the support team when handling the issue.
• Contact phone number: Provide a valid contact phone number to receive control calls or direct support if the issue requires it.
• Affected Agents: Indicates the exact number of users of the operation who are experiencing or being impacted by the failure or novelty (this metric helps to prioritize the level of criticality of the case).
• Email: Register a valid corporate email address to receive case notifications.

Step 3: Generating and Using the Support Code

1. Once you have filled out the form, click on the “Create ticket” button.
2. The system will automatically generate a unique alphanumeric code .
3. Code Status: The code will remain in " active " status within your self-service portal.
4. Bot Usage: Enter this alphanumeric code into the support bot to validate your identity and start a support chat. As soon as you use the code to start the conversation, the system will automatically update your status in the Partner portal.

Key Information

• The administrator or supervisor must have the actual impact information (number of agents affected) readily available before creating the ticket. This ensures that the case is classified with the correct priority from the outset.
• Keep an eye on the code history panel to verify that access to the help bot corresponds only to current requests authorized by the Partner.