Multi-Conversations & Best Practices

ShineOn Live chat has received an upgrade!

When ever you receive support through live chat, your conversation will be available for you to view later. Gone are the days of needing to save your chat logs through email; Now they're available to view right on the app!

You can also pick up right where you left off previously, thus continuing your conversation, albeit with a new agent. 

 

Best Practices

To ensure the most effective use of Multi-Conversations:

• Start every new conversation with a short, descriptive summary of the question or issue at hand ("Remake for Order SHINE-12345")
• Open one conversation per topic (Order status, Technical Issue, Billing, etc.)
• Avoid mixing unrelated issues in the same chat, as this helps both you and the support team to track progress and provide faster solutions.
• If you're following up on an existing issue, continue the conversation within the same chat to pick up where you left off.

Whenever you select the chat icon , you will see tabs (conversations) with a date for each tab. Although the tabs are not labeled, you can select them to view their chat history. Your description summary is helpful to mark these conversations early on for tracking purpose: