Overview
Element451 offers comprehensive support through a live chat widget built into your instance:
Our AI-powered chatbot, Flint, is available 24/7 to all users. It assists with routine inquiries and quick access to help documentation.
For more complex issues, live support is available via the same chat widget during regular business hours.
To maintain high-quality assistance and ensure efficient resolution of critical issues, access to live support agents is limited to a specific number of "seats" for each institution. This allows us to offer more personalized and focused support while ensuring all users have continuous access to immediate help through our AI assistant.
Bolt Assistants for Staff, available in select Element451 packages, can be your personal guide to Element451 functionality. Ask anything—it's like having an Element451 expert at your fingertips 24/7! Look for the 
icon in the top right corner of your instance, or explore our help article.
Accessing Live Support
Click on your avatar/profile picture.
Navigate to Help > Live Support.
Accessing Live Support Settings (to Assign Users)
Click on your avatar/profile picture.
Navigate to Settings > Manage Users.
From the left-hand menu, click on Live Support.
Understanding Live Support + Seats
Access to Support
All Internal Users:
All users can access the help menu to find live support.
All initial conversations begin with our AI-powered assistant, Flint. Flint can help with many routine inquiries and provide quick access to help documentation
Internal Users Assigned to a Live Support Seat:
Only users assigned to Live Support seats will have the ability to connect with one of our Element451 live support agents for additional support.
Administrators are responsible for assigning seats to appropriate users.
Number of Live Support Seats
Your institution has been allocated a set number of live support seats. You should allocate these strategically to roles that most directly impact your operations.
Locating Your Available Seat Count
The number of available seats for your institution is displayed in two places:
At the top of the main Live Support Users page:
At the top of the Add Live Support side sheet when adding access:
How-To Assign Live Support Access
To grant live support access to users, follow these steps:
Click the + New Live Support button
in the upper right corner.Use the checkboxes to select users who should have live support access.
Click 'Add' to confirm your selections.
Best Practices
Regularly review and update your live support seat assignments.
Prioritize access for team members who handle critical or time-sensitive tasks.
Encourage your team to utilize our self-service options (Flint and help documentation) for routine inquiries.
Train your team on when to escalate issues to live support versus using self-help resources.