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Get Fast, Real-Time Technical Support with SonicWall Webchat: Your Quick Guide
12/24/2024 
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Description
What is Webchat?
Webchat is a fast, efficient way for customers to get real-time technical support directly from our engineers. Designed for handling P3 cases, it allows customers to initiate a conversation, troubleshoot, and, when necessary, seamlessly transition to a phone call for more in-depth assistance. This new channel not only accelerates resolution but also enhances customer satisfaction by offering immediate responses.
How to Use Webchat:
- Log in to MySonicWall – Customers can access Webchat through the MySonicWall portal by navigating to Support & Resources|Create a Support Case. Link : Support
- Start a Conversation – Once in the portal, customers can click on the Webchat button to begin a chat with our support engineers.
- Provide Details – They should have their serial number ready and give a brief overview of the issue.
- Live Interaction – Our engineers will engage and provide guidance in real-time.
Call Transition – If the issue requires deeper troubleshooting, our engineers can escalate the chat to a live phone call, minimizing wait times and providing a more personal touch.
User Manual :
- Product Access: Ensure you can access your product while chatting with the Support Agent. For validation, provide the product’s serial number. It's recommended to have your serial number ready before starting the chat.
- Using MySonicWall: If you need to use MySonicWall during the chat, open it in a new tab to prevent disconnection from the session.
- Technical Support Only: The chat is exclusively for technical support. For customer service or sales inquiries, use this link: Contact Support - SonicWall
- Language: Support agents communicate in English. They may use third-party translators for non-English languages.
- First-Come, First-Serve: Support is provided on a first-come, first-served basis, depending on agent availability.
- Previous Cases: Inform the Support Agent if there are any previously opened cases for the same issue.
- Remote Access: We are unable to provide remote access troubleshooting via chat. If necessary, the engineer will assess the issue and arrange a callback.
- Timeouts: The chat will time out after 10 minutes of inactivity, resulting in disconnection.
- Agent Availability Message: If all agents are busy, you will see the following message: All our agents are currently assisting other chat customers. Please try again later. If your issue is not urgent, submit a case via the “Submit a Case” section in MySonicWall.
- Canceling the Chat: To cancel the chat, refresh the page.
- Web Chat Button: Refresh the page if the Web Chat button is greyed out.
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