Release Notes: Seat Limitations for Live Support
Issued: 08/13/2024
We're introducing a new feature that allows administrators to manage live support access for their users. This update transitions from universal access to a more controlled, seat-based system, enabling institutions to allocate their support resources more efficiently.
Administrators must complete the new user selection process by August 23rd to ensure uninterrupted live support service.
Details
Access Control: Administrators can now selectively grant live support access to individual users.
Seat Limitation: Each institution has a designated number of live support seats available. This number is listed at the top of the page when adding access.
User Management: A new 'Live Support' setting is available within the 'Manage Users' section, where administrators select which users can access live support.
No Automatic Migration: Existing users will not be automatically granted access; administrator action is required.
Alternative Support: All users retain access to Flint (AI-powered chatbot) and the help center documentation.
Benefit
This update allows you to allocate your live support resources strategically, ensuring that key personnel have priority access. By optimizing the distribution of live support, we can provide more focused, efficient assistance to those who need it most while encouraging broader use of self-service options for routine inquiries.