✨ Introduction:
Webware provides Live Support so you can quickly connect with a support agent to ask questions, troubleshoot issues, or get help with any Webware feature. Live Support is available directly from your Support Hub, making it fast and easy to get real-time assistance when you need it most.
If agents are all busy, or if you contact us outside of regular hours, you can leave a message, and the team will follow up with you within 1 business day.
For more complex issues, Webware’s support team can convert the live chat into a video call or screen share session, so you can show exactly what you’re seeing on your screen and get hands-on assistance.
🔔 What to Know Before You Start:
Live Support is available during business hours: Monday to Friday, 9 AM - 5 PM EST.
You’ll typically be connected to an agent within 60 seconds or less during regular hours.
If all agents are busy or you reach out after hours, you can leave a message, and the team will respond within 1 business day.
All support chats and follow-ups are logged in your Support Hub for future reference.
For more detailed troubleshooting, your support agent can initiate a video call or screen share directly from the chat window — no extra software needed.
🛠️ Step-by-Step: How to Access Live Support
Log in to your Webware Dashboard.
Click on Support Hub from the side navigation menu.
In the Get Support section, click on Live Support.
A chat window will open — simply start typing your message, and the system will automatically connect you to the first available agent.
Once connected, you can:
Ask your question.
Share links or screenshots (if applicable).
If needed, your support agent can invite you to a video call or screen share session, which you can join directly from your browser — no downloads required.
✅ What Happens if All Agents Are Busy or It’s After Hours?
If all agents are busy, you’ll still be able to leave a message.
If you contact support after 5 PM EST, you’ll see a message letting you know we’re currently offline — you can still leave your message, and a support agent will follow up with you within 1 business day.
✅ Pro Tip:
If your question relates to a specific customer, product, or page on your website, include the contact name, page link, or order number in your initial message to help the agent assist you faster.
🎯 Next Steps:
After your chat ends, you can:
Review the full conversation history anytime within the Support Hub.
Follow up with the same agent if you have additional questions.
Request a video call or screen share whenever you need more in-depth guidance.