This article covers:
Frequently asked questions
Where can I find the Bookwhen messenger?
The live chat messenger appears as a speech bubble in the bottom right-hand corner of your screen. There are two places you can find this:
On the Bookwhen website
The speech bubble icon appears in the bottom right-hand corner of the Bookwhen website:
On your event organiser admin page
When you log in to your account, the speech bubble icon appears in the bottom right-hand corner of the admin page:
How do I download a chat from the messenger?
You can easily download a chat transcript from the Messenger.
To do this:
Open the conversation in your 'Messages' inbox.
Select the three dots at the top right corner.
Select Export conversation or Download the Transcript when using a desktop device.
💡 The transcript will download as a .txt file. If the conversation is over 200 lines, the transcript will include the first line and then skip to the most recent comments within the 200-line limit.
Do live chats automatically get emailed to me?
Live chats don’t automatically trigger email notifications, but emails are sent in certain situations:
If a conversation starts via chat and your email is entered or linked to your account, you'll receive an email notification when our support team replies after three minutes of inactivity.
Email notifications are grouped to consolidate multiple replies into one email, typically sent after three minutes with no new replies.
Email notifications are only sent for conversations that have received a reply from our support team.
How do I get notified about new live chat replies?
We notify customers about new replies in several ways:
A notification badge will appear on the page if the Messenger is collapsed.
Email notifications are sent if you haven’t seen the reply in the Messenger within 3 minutes. You can reply directly from these emails.
Depending on your audio settings or capabilities, a notification will be sent immediately for all messages from the support team.
💡If you’ve closed or navigated away from the web page, you can still access previous chats from the Messenger app the next time you're on the website. Just open Messenger and select the Messages icon to find the relevant chat thread.
How do I minimise the messenger?
We offer a compact Messenger layout for a more condensed format. It’s concise, action-oriented, and convenient, allowing you to focus on your main content while still easily accessing Messenger when needed.
To minimise Messenger further, use the green downward arrow at the bottom of the app.
To reopen the Messenger, select the speech bubble.
Tools available in the messenger app
You can use the 'Search for help' area to type in your question and search our carefully curated help centre articles.
Home: The initial space that opens when clicking the Messenger Launcher (chat bubble).
Help: Provides access to the full, in-context Help Center.
Messages: For managing conversations, both inbound and outbound.
News: This is for viewing announcements when enabled.
Troubleshooting
If you can't access or launch the Messenger app, your browser or iOS may need updating.
The Messenger app is built and tested to work in the following desktop web browsers. While it may work in others, these are not officially supported:
Chrome (Latest version*)
Firefox (Latest version*)
Safari 8 and later
Microsoft Edge (version 15 and later)
If you are using an outdated browser, you can upgrade it.
💡 Some browser extensions may interfere with the Messenger app. If you experience issues, please try disabling browser extensions.
💬 Need extra help?
For the quickest response, contact us via live chat on our homepage or your account. Buddy, our trusty chatbot, will assist first and pass you to a support team member if needed.
Prefer email? Send us an email instead.
Thank you! 🕺