Get to Know HelloChat

When accessing the HelloChat Virtual Agent, you will need to specify that you are a Customer / Resident and not making a sales inquiry.

The next screen is the Main Menu with the available options.

Authorization:

Authorization is our security process for validating your identity as a registered HelloPackage user.  This means you have an active and verified profile.

Authorizing your identity during a chat session opens up multiple features to you, such as:

• Creating a One Time Code (OTC) for room access (click here for details & restrictions).
• Opening new and updating or closing existing Support Tickets.
• Access to the code and an image of your Pending Packages.
  • With the ability to mark them as Picked Up or quickly open a ticket for a specific package.

To Authorize your session...

• Click "Authorize" and enter the cell phone number or email address you want to use.
• Click "Submit" and an Authentication Code will be sent to the email or cell number you provided.
• Enter that Authorization Code into the Chat Conversation.
• HelloChat will respond with the results of your profile authorization and next steps.

If you do not authorize, you will only be able to

• Use the HelloChat Self Serve Knowledge Base
• Open a new Support Tickets (Please provide all your contact and package information to expedite your resolution).

NOTE: If you have not received a 6-digit package code, we recommend waiting 6 hours before attempting to generate a One-Time Code (OTC) or contacting Support.  This  allows time for the package to be scanned by a local agent, in the case where the Deliver Driver may have failed to scan the package in.

Summary of Main Menu Options

Can't Find Package:  View all all Pending packages that have been matched to your profile including...

• 6-digit Package Code
• Location
• Image of the Package

By Clicking on "Show Details" you gain access to...

• Time package was scanned in
• Name of Delivery Company
• Access to additional Delivery images and video (when available)

Create a Support Ticket - saves time by pre-populating of your package and contact information into a Support Ticket (Authorization required).  Otherwise, you will need to manually enter your contact, location, package and problem description.

Create an OTC -  create a temporary code to access the room and search for package(s) not scanned in. Reference the OTC Article here for details. (Authorization and a Valid Tracking Number Required)

Not Receiving Notifications:

Create an OTC - create a temporary code to access the room and search for package(s) not scanned in. Reference the OTC Article here for details. (Authorization and a Valid Tracking Number Required).

Create a Support Ticket - saves time by pre-populating of your package and contact information into a Support Ticket (Authorization required).  Otherwise, you will need to manually enter your contact, location, package and problem description.

Support Ticket:

From here you can create a Support Ticket even if you are not yet an Authorized User.

Authentication will grant you access to your existing Support Tickets with the ability to update and close and response to your agent.

Package History:

Allows you can view all the packages that have been assigned to you and their current Status (Authentication Required).

You will be able to see the following Package Information:

• 6-digit Package Code
• Location
• Image of the Package
• Time package was scanned in
• Name of Delivery Company
• Access to additional Delivery images and video (when available)

Invalid Code:

Create an OTC - Authorization and a Valid Tracking Number Required.  Reference the OTC Article for more details (click here).

Create a Support Ticket - saves time by pre-populating of your package and contact information into a Support Ticket (Authorization required).  Otherwise, you will need to manually enter your contact, location, package and problem description.

Log Off:
You can select this option after you have completed your request on an Authorized session and want to exit the Chat after being returned to the Main Menu.