Objective
This article shows you how to start a live chat with a Twilio Support agent from the Support Center and what information you need to provide before the chat begins.
Product
Twilio Support
Environment
Twilio Console
Procedure
- In the Twilio Console, open the help menu in the top bar.
- Select Support Center.
- Find the Chat with a live agent card and select Start a live chat.
- In the Chat with a live agent dialog, choose a Supported product: Account Administration, Messaging, Phone Numbers, or Voice.
- In Message, describe what you need help with. Do not include any personal data, sensitive personal data, or protected health information in the chat or in anything you upload to it.
- Select Start live chat.
- The dialog moves on from the form and starts looking for an available agent, then connects you to the chat session.
Additional Information
- Live chat is included with the Production, Business, and Personalized support plans. If it is not part of your plan, the card offers View support plans instead, or, on a Trial account, an option to upgrade your account first.
- If your issue is not covered by one of the listed products, choose Don't see what you need? The dialog then explains that other products are not supported over live chat and asks you to submit a ticket instead.
- Start a live chat is unavailable while you already have a live chat session open.
- Twilio analyzes the type, frequency, and patterns of support requests to help improve its support services, and anonymizes any personal data before doing so.
This content was generated by AI and reviewed, edited, and verified by a human.