When attendees contact the event team from the portal or the login screen, their messages arrive in one inbox in the admin panel. This attendee support chat works as a small help desk for events run on Eventify: you reply, attach files, fix the attendee's account and close the conversation when the problem is solved.
#image# Admin panel top bar with the chat icon and its Help & Support tooltip, showing a red unread count
A red number on the icon shows how many messages are unread. The icon appears only when the Help & Support feature is switched on for your event on the Features page. Help & Support needs the User Management feature, so add that first if you are asked to.
If nobody has written yet, the page shows "No Conversation!" and "Messages will appear once they are sent by users."
The list on the left has two tabs:
There is one conversation per attendee email address. Each row shows the email, the start of the last message (or Photo, File or Video for attachments) and when it was sent. A red number on the avatar shows unread messages from that attendee. The list and the open conversation refresh on their own every few seconds, so you don't need to reload the page.
Click a row to open the conversation on the right.
#image# An open support conversation with the Type a message box, the paperclip icon and the send button
To send a file instead:
You can send images, videos, PDF, Word, Excel or CSV files, and RAR archives. The maximum file size is 50 MB. A file is sent as its own message, so send any explanation as a separate text message. Images the attendee sends open in a larger view when you click them, and every attachment has a download button.
When the question is answered:
You see "This support chat has been marked as resolved." and the conversation moves to the Closed tab. You can still open a closed conversation and send another message if you need to.
If the attendee wrote from the login screen with an email that isn't registered for the event, the conversation header shows "This email is not registered" and a Mark as Resolved button instead of the Actions menu.
Many support chats are about login problems, a wrong name or a missing welcome email. When the email belongs to a registered attendee, the Actions menu at the top of the conversation gives you two shortcuts.
#image# The Actions menu in a support conversation showing Edit User, Send Welcome Message and Mark as Resolved
Edit User opens the attendee's edit form, the same one you use in the attendee list. Change their details and save.
Send Welcome Message sends the attendee their welcome email again. You see "Welcome email sent successfully!" when it has gone. The option is greyed out when the attendee is not active. Other messages you may see:
Attendees open support from the headset icon at the top of the portal on a computer, or from Support in the side menu on a phone. Your replies appear in the same conversation, so they read them when they come back to support. People who can't log in can write from the login screen, where they are asked for their registered email address. Those conversations reach the same inbox.
Where do attendee support messages go in Eventify?
They arrive in Help & Support, the chat icon in the admin panel top bar. Each attendee has one conversation, listed under Open until you mark it as resolved.
Can I send a screenshot or document to an attendee in the support chat?
Yes. Click the paperclip icon, choose an image, video, PDF, Word, Excel, CSV or RAR file up to 50 MB, and send it.
Why don't I see the Actions menu for a conversation?
The attendee wrote with an email that isn't registered for your event, so the header shows "This email is not registered". You can still reply and click Mark as Resolved.
Why can't I click Send Welcome Message?
The option is greyed out when the attendee is not active in the event. It also isn't available when the email isn't registered for your event.
Need more help? Contact Eventify support from the admin panel.
