How does the support Live Chat work?

Our Live Chat service is only available for customers on our Business Plan. With it, you’ll be able to chat with us directly and get technical support during our normal business hours. When you send a message via Live Chat, we’ll aim to respond within five minutes, making it a quick and easy way to get help in the moment.

Right now, our Live Chat service is only available for technical support issues (like bug reports or how to use a feature). For account-related issues (like billing and managing Workspace members), please contact us via our help form. We have plans to expand this service in the future, though!

How do I use Live Chat?

First, you’ll need to be a member of a Workspace with a Business Plan subscription. If you’re a Business Plan customer, we’ll enable Live Chat for your Workspace automatically.

To access Live Chat, you’ll need to sign in to your Workspace from the web app. From there, select Help with Sketch from the sidebar on the left and choose Chat with Us. You should now see a chat window appear in the bottom-right corner of your browser.

During our business hours, you’ll need to select an option in the chat window that best fits your inquiry type. Our Live Chat service is only for technical support. For account-related support, please contact us via our help form instead.

Outside of our business hours, you’ll see a message letting you know when we’ll be back online. You cannot leave a Live Chat message at this time, but you can always contact us via our help form.

If your inquiry is complex, or you’re unresponsive for a long period of time during the chat, we’ll let you know that we’ll be moving the conversation over to email instead.

What are your business hours for Live Chat?

Our business hours for Live Chat are 10am-2pm CET and 10am-2pm PT, Monday to Friday.

Why can’t I see the option to use Live Chat?

This is most likely because your Workspace is not on a Business Plan subscription. You’ll need to chat with your Workspace admin to confirm what subscription plan you are on.

How do I review previous Live Chats?

To review a previous conversation you had with us in Live Chat, follow the steps above to open the chat window, where you’ll now see a record of your previous conversations.

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