You can request assistance directly from within myconvento using the support chat. Access it via the "Service and Support" menu in the top right corner by selecting "Start Support Chat." A dialog box will then appear where you can outline your inquiry.
The support chat is intended for licensed users who are registered in the system by name. Please always use your own myconvento account; using a colleague's account is not permitted due to data protection regulations and the terms of use.
Describe your question or problem
First, enter the problem or question you have. This is a mandatory field. Describe your issue as specifically as possible so that the support team can quickly understand the context.
You can enter up to 1,000 characters. myconvento displays the remaining character count as you type.
Helpful details include what you were trying to do, which module the problem occurs in, whether an error message appears, and what steps you have already tried.
Select an area
Next, select the relevant area of myconvento. The dropdown list includes various modules and topic areas, such as My Data, pressbase Classic, Media Intelligence, Smart Lists, Media Monitoring, Clip Manager, Storydriver, Sending, Events, Newsroom, Media Library, Reports, Administration, My Account, Subscription, or Other.
This selection helps categorize your request correctly and route it to the right team faster.
AI-based chat and Knowledge Base
After entering your question, you can use the "AI-based chat" or view suggestions from the Knowledge Base. This may provide you with relevant tips or help articles immediately, without the need to wait for a personal response.
Knowledge Base suggestions only become relevant once a specific question has been entered; therefore, the button may initially be disabled.
Start live support chat
If you wish to speak directly with the support team, you can start the live support chat. The chat will open in a new pop-up window. Therefore, please ensure that your browser does not block pop-ups for myconvento.
If a new window does not open, please check your browser's pop-up blocker and allow pop-ups for myconvento.
Summary
The support chat is the direct way to get assistance from within myconvento. First, describe your problem or question, select the appropriate area, and then decide whether you would like to use the AI-based chat, knowledge base suggestions, or the live support chat. The live chat opens in a pop-up window and is available to licensed, named users.
