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Starting a Support Chat with an agent.

When you run into an issue, either you are just having troubles or you have a warranty issue, you can reach us and get help many different ways. We are here to help you. 

You can reach us by:

 

Starting from the Knowledge Base.

Start by going to the Knowledge Base, and logging in with your store log in credentials. 

Once logged in at the bottom of the screen you will see a "Need Help? Chat with us" button. 

This button will only show up when there is an available agent to chat with. Once you click the button, a window will pop up and say connecting with agent. Once an agent answers you will be welcomed and a bell will chime. If all agents are busy with other chats, after a minute of not being answered it will transfer you to a ticket submit page. You can either fill out a ticket and submit it, or wait a few minutes and try to start a chat again. 

 

Starting a chat from from the store.

Go to the store Volcanoecigs.com

After clicking that you will get a pop up window, asking "What is your Question?", fill out the box and hit next.

You will then be offered a list of articles in our Knowledge Base that may answer your question. You can click on any of them to see if you can find the answer to your question without having to submit a request. 

If none of those articles answer your question, you can then click the link at the bottom of the window that says "None of these are helpful- get in touch."

You will then be greeted with a new window offering you 2 options

  1. Find someone to chat with, and
  2. Submit a support request.

For this article we will be covering the Find someone to chat with. Click on that and you will be directed to a chat window. It will say "connecting you with a agent." Once a agent accepts the chat request, you will be welcomed to the chat, and notified with a chime. If all agents are busy with other chats, after a minute of trying to connect you, you will be redirected to the submit request form. Please submit a request. Chat is open during normal business hours. 

 

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