CM Bot for ComplianceMate Help

Announcement from July 26, 2024

We are thrilled to announce the launch of CM Bot, designed to enhance your experience with ComplianceMate support. This new tool can be accessed through either of the following locations:

• Any page inside the CM User Guide, including this page 
• The Opening a Support Ticket page on ComplianceMate.com

What Does This Mean for You?

• 24/7 Assistance: CM Bot is available around the clock to help you with your questions and concerns, providing instant responses any time of day or night using the information found in the CM User Guide.
• Quick and Efficient Support: Get immediate answers to frequently asked questions without waiting for a live agent.
• Ability to Chat: If you need more detailed assistance, you can transfer to a live agent (during normal business hours) who can help further.
• Ability to Submit a Support Ticket: If you need to submit a support ticket, you can do so directly from CM Bot.

Key Features

• Instant Responses: Receive automated replies for common inquiries, speeding up your support experience.
• Live Agent Handoff: If your issue requires human intervention, CM Bot will connect you to a live agent quickly and efficiently. (M-F 9a-6p ET)
• User-Friendly Interface: Enjoy an intuitive and easy-to-use chat experience designed to meet your needs.

How It Works

In the bottom right corner of the CM User Guide screen is where CM Bot lives:

Simply click on the icon to open CM Bot:

From there, you can click on one of the four options for getting help.

Get help with...

Get help with... presents you with a list of topics from the Frequently Asked Questions section of the User Guide (see FAQs):

• Click on a topic to view some of the most common questions asked of support. Three articles are presented:
  • Click on an article to view it in the Help System.
  • Click See more articles to open that topic in the Help System in a separate tab so you can see all its articles.
• If you don't see what you are looking for or you have found what you are looking for, scroll to the bottom:

  

  • If you found the information you needed, click Yes, help found.
  • If you didn't find the information you needed, click No, I still need help. You will be presented with the same four options at the beginning. Proceed as needed.

Ask a question...

Ask a question prompts you to type a question in the field at the bottom of the form and press Enter:

An article appears based on the question you asked:

• To read the full article in the Help System, click Read more. The article opens in a separate tab.
• If that is not the answer you were looking for, you can use the field at the bottom of the form to rephrase your question.
• If you still don't get the answer you were looking for, scroll to the bottom of the screen and click No when asked Was this helpful? 3 of the 4 options offered at the beginning appear. Proceed as needed:

     

Chat with a Support Agent

Chat with a support agent allows you to start a chat with a support agent during normal support hours:

Enter your Name and click Next, then enter your Email address and click Send. A support agent will join you and the chat can begin:

Submit a Support Ticket

Submit a support ticket, allows you to submit a support ticket.

When you click this option, you are presented the following:

• A Submit a ticket button that, when clicked, opens up a blank Submit a request form in a new browser tab that you can use to submit a support ticket:

  

  • For more information on using this form, see Submitting Feedback and Requests.
• The other three options available in CM Bot, in case you want to Get help with..., Ask a question, or Chat with a support agent instead of submitting a ticket.