Contacting Customer Support
When you need assistance right now and can't find the answer in an article, our Customer Engagement Team is ready to help you through chat. No bots here!
Response Time
Our support hours are Monday through Friday, 9am–9pm Eastern Time. Chats are answered within a few minutes during business hours. Outside of business hours or on holidays, you can open a ticket — it will be prioritized the next business day.
Starting a Chat from Your aytm Account
You can open a chat at any time while logged into the aytm dashboard or survey editor.
- Click the aytm chat bubble in the lower right corner of the page. A small Help & Support pop-up will open.
- Select Chat with us.
- Follow the prompts and click Start Chat to begin.
💡 Tip: Include the email associated with your aytm account. If your question is about a specific survey, have your Survey ID or survey title on hand.
Starting a Chat from the Help Center
At the top of the Help Center page you'll find two options: Chat with us and Open a ticket.
To start a live chat:
- Click Chat with us to open the information form.
- Follow the prompts and click Submit to begin chatting with our team.
To open an email ticket instead:
- Click Open a ticket to open the information form.
- Follow the prompts and click Submit to start an email correspondence with our team.
💡 Tip: Either way, include the email associated with your aytm account and your Survey ID or survey title if your question is about a specific survey.
Searching the Help Center from the Chat Widget
When the chat window is open, you can also search the Help Center without leaving the page. Click the left-pointing arrow in the widget menu bar to access the Help search — you can browse and read full articles right there while working on your survey.
To get back to a live chat, click Live Chat inside the widget and follow the prompts as usual.