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Getting Human Support

Human support is available on every page in the Skipper chat as a second tab. Click the Human tab to connect with a live agent during business hours, or leave a message when support is offline.

This article is part of the Skipper Chat guide. For an overview of the assistant and what it can do on each page, see Skipper Chat Overview.

In This Article

Starting a Support Chat

  1. Click the Human tab at the top of the chat panel.
  2. Type your message and press Enter. A "friendly human is on the way" notification appears while an agent is being connected.
  3. Once an agent joins, you'll see their name and avatar in the chat. Continue the conversation as you would in any messaging app.
  4. Attach files, images, or videos to your support messages (see Attachments below).

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When Support Is Offline

If support is offline, the chat displays an offline notice. You can still leave a message—it's submitted as a support ticket, and the team follows up by email.

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Ending a Chat and Rating

End a support chat anytime by clicking the menu icon (☰) in the chat header and selecting End support chat. This option is available during an active conversation within business hours.

After the chat closes—either by you or by the agent—a rating panel appears automatically: select a thumbs up or thumbs down, enter at least 5 characters of feedback, and click Submit. You can only rate a chat once; if you close the panel before rating, the prompt reappears the next time you open Skipper, until you submit a rating or start a new chat.

Getting Connected Automatically

While you're chatting with Skipper on the Dashboard, Survey Editor, or Stats page, it may decide your question is better answered by a person. When that happens, Skipper offers two buttons right in the chat—one to connect with Support, one to keep chatting with Skipper. If you send a new message instead of choosing either option, the offer goes away and you can carry on chatting with Skipper as normal.

Choose to connect, and Skipper switches you to the Human tab automatically. If support is online, you'll see a "Hey! Skipper has filled me in on your situation. A team member will be with you shortly 👋" message—Skipper has already passed along a summary of your conversation, so you won't need to repeat yourself. If support is offline, your question is submitted as a support ticket instead, carrying that same summary, and you'll see the usual offline confirmation.

The connect offer is tied to the page it appeared on. If you move to a different page or survey before responding, the buttons switch off with a short note that the action is only available where it was generated—just ask Skipper again from the new page if you still want to hand off.

Attachments

File attachments are available only in the Human Support tab—Skipper's AI capabilities don't accept file uploads, on any page.

  • Click the + button in the composer, or drag and drop files directly onto the chat panel.
  • Attach up to 5 files per message.
  • Maximum file size: 20 MB for images and documents, 100 MB for videos.
  • Supported file types include images, videos, PDFs, Word/Excel/PowerPoint documents, Pages/Numbers/Keynote, ODF, CSV, plain text, and archives (ZIP, RAR, 7z).
  • Images and videos open in a lightbox when clicked; other files display as cards with a download option.