Live Chat on GetThru.app

Need a quick answer while you’re working in GetThru? Live chat connects you with Support right from the admin side of getthru.app. This guide shows you where to find the chat button, what the chatbot can do, when a human joins, and what to do if chat is closed.


TABLE OF CONTENTS


Support Hours and Where Chat Is Available

Live Chat: Monday–Friday, 11:00 a.m.–7:00 p.m. ET
Chat is available from the admin side of getthru.app.

Find the chat button on the admin side of getthru.app.

Start a Chat

  1. In getthru.app, select the chat button in the bottom-right corner.
  2. In the menu that opens, choose Chat with GetThru Support (top option). Other menu options link to Help Center guides.
  3. Confirm the account (organization) you’re working in.
  4. Enter a short description of your question.

Chat launcher panel showing Chat with GetThru Support at the top and Support Guides below.


What to Expect During Your Chat

  • The chatbot will suggest relevant help articles and ask follow‑up questions to route your request.
  • During chat hours, a live agent is available to assist after the first suggestion. 
  • If additional investigation is needed, we’ll create a support ticket that includes your chat details and continue the conversation there.


If Chat Is Closed

  • Outside live chat hours, if the bot cannot answer your question, it will create a support ticket.
  • We’ll follow up by email during support hours. You can always check progress via Check Ticket Status in the Help Center.


After Your Chat

  • If we created a ticket, you’ll receive a confirmation email with your ticket number.
  • To keep all updates in one place, reply to that email or add details in the Help Center.


Tips for Faster Help

Share a brief summary in the chat, then paste relevant details as needed:

  • Steps to reproduce and what happened.
  • URL of the page where you’re seeing the issue.
  • Screenshots with the browser address bar visible.
  • Affected users (name/email/phone if relevant).


FAQ

Can volunteers use live chat?
Live chat is designed for admins. If a texter or caller needs help, please open a ticket on their behalf or CC them.


How fast will someone reply?
During chat hours, an agent will join after the chatbot gathers details within a minute or two. Outside those hours, you’ll be directed to submit a ticket.


Will my chat be saved?
Yes. If a ticket is created, your chat transcript is attached, so you don’t need to re‑explain. If you have unread chat messages, they will be emailed to you after an hour.