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How do I use the Chat/Help feature on the website?
How do I use the Chat/Help feature on the website?
Updated over a week ago

We offer a Chat/Help feature on our website to provide you with the most efficient support. Here you will find instructions on how to use Chat on our website. When viewing Chat using your phone and our website, click here for some mobile-specific instructions.

Clicking the green Chat/Help bubble at the bottom of most pages on our website will open this interactive support feature. Please note that there is about a 5-10 second delay for the Chat bubble to appear after the webpage becomes visible.

Opening the Chat Window

Click on the green Chat/Help bubble and the widget will open on the right side of your screen. From here you can (1) send us a new message, (2) search for help and quickly find the answers you need, (3) or access any previous conversations or our articles for a solution.

If you have already sent us a message, your most recent open chat will be displayed at the top for quick access.

Starting a new support inquiry:

  1. Self-Service – The most direct way to get your questions answered is through our Help Articles. Choose one of the suggested articles in the middle section or click in the Search for Help box to search for specific information and will be offered articles that directly correlate with your topic. Simply click on an Article title to view the article.

  2. Send us a Message – If you cannot find the answer to your question in one of our Help Articles, click on the green Send us a Message button in the top section of the Chat widget to begin asking us your question directly.

    Click on one of the general topics presented to help us better serve you.

    You will be introduced to Harvey, our HH/BW mascot, and presented with more options to narrow down the information that you are looking for.

    Then type your question in the box at the bottom of the chat widget and then click the Send arrow at the bottom right.

    Our team will reply to your question as soon as possible and you will be able to dialogue with us until it is fully answered.

Expanding the chat window

When you select an Article, the widget window will expand in width to enable easier reading. When you are done with the article, click on the Back arrow at the top left corner of the chat window to return to the previous list.

Reviewing Past Help Inquiries.

If you have contacted us previously about a question, you can review your previous chats by clicking on the See All Your Conversations link just below the green Send Us a Message button in the top section of the widget.

Click on the chat you want to review and you will be able to see the entire chat. When viewing an old conversation, you can reopen it and send a new message by clicking the green button at the bottom of the chat.

Closing the Chat Window

At any time, you can close the chat/help window by clicking on the round green icon at the bottom right corner of the chat widget.

Mobile-Specific Instructions

When using our website on your mobile device, previews of responses you receive will show just above the green chat bubble. You can clear them from your screen by tapping the "Clear X" in the gray bubble just above the message.

When the chat window is fully open, you can close it by clicking the "x" at the top right corner of the chat.

The rest of the Chat function on the mobile website is consistent with the instructions above.

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