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How to Contact Support via Chat

When you need help right now and can't find the answer in an article, our Customer Engagement team is ready to chat. Every support chat is answered by a real person—no bots here!

You can reach us three ways: from inside your aytm account, from the Help Center, or by email at support@aytm.com.

In This Article

Support Hours

Live chat is available Monday–Friday, 9am–9pm Eastern Time. During those hours, chats are usually answered within a few minutes.

Outside those hours or on holidays, you can still send us a message or open a ticket. It's saved as a ticket and answered when the team is back online. See Contacting Us After Hours.

Chatting from Your aytm Account

When you're logged in, support chat lives in the Skipper panel. You can open it from your Dashboard, the Survey Editor, and your survey results, so you never have to leave your work.

  1. Click the Skipper button in the lower-right corner of the page. The chat panel opens.
  2. At the top of the panel, click the Human Support tab, labeled Human. The other tab is Skipper, aytm's AI assistant.
  3. Type your question and send it. A member of our team will join the conversation.

When an agent picks up your chat, their name and photo replace the Human Support label on the tab, so you can always see who you're talking to.

💡 Tip: If the panel is narrow, the tabs show icons only. Hover over a tab to see its name, or widen the panel.

💡 Tip: If you start a chat from the Survey Editor or your results, keep the panel open while you work. A dot on the Skipper button and on the Human Support tab means you have a reply you haven't read yet.

Contacting Us After Hours

If you open the Human Support tab outside support hours, you'll see a You've reached us afterhours message with our hours. You can still write to us:

  1. Type your question in the Human Support tab and send it.
  2. Your message is saved as a support ticket, and a Message received confirmation appears.
  3. To send a separate question, click Create another ticket. To look for an answer while you wait, click Explore Help Center.

You can also email support@aytm.com at any time.

Ending and Rating a Chat

When your question is resolved:

  1. Click the menu icon (☰) at the top of the chat panel.
  2. Select End support chat.

After a chat ends, you'll be asked How was your chat with your agent. Choose thumbs up or thumbs down, and add a comment if you'd like. Your feedback goes straight to our team.

To start a new conversation later, open the same menu and select New chat.

Starting a Chat from the Help Center

At the top of every Help Center page you'll find two options: Chat with us and Open a ticket.

To start a live chat:

  1. Click Chat with us to open the information form.
  2. Follow the prompts and click Submit to begin chatting with our team.
chat with us.png

To open an ticket instead:

  1. Click Open a ticket to open the information form.
  2. Follow the prompts and click Submit to start an email conversation with our team.
open a ticket.gif

Searching the Help Center from the Chat Widget

When the Help Center chat window is open, you can also search the Help Center without leaving the chat. Click the left-pointing arrow in the widget menu bar to open Help search. You can browse and read full articles right inside the widget.

To get back to a live chat, click Live Chat inside the widget and follow the prompts as usual.

Switching between Help search and Live Chat in the chat widget

What to Include in Your Message

We can help faster when your first message includes:

  • The email address associated with your aytm account (especially when you contact us from the Help Center or by email)
  • The six-digit Survey ID or the survey title, if your question is about a specific survey. It can be copied directly from the search bar, dashboard, or the top of the editor and stats pages)ID.png
  • What you were trying to do, and any error message you saw