# Support chat Source: https://modulify.ai/docs/reference/support-chat Message the Modulify team from the web app, attach images and get replies in the chat or by email. The support chat is where you talk with the Modulify team. It is part of the web app: once you are signed in, a round chat button sits in the bottom right corner of every page, the editor has **Chat with us** in its top bar instead, and **Contact support** at the bottom of the sidebar opens the same window. When the support chat is not available, neither chat button shows and **Contact support** opens the contact page instead. ## Open the chat Click the chat button, or **Contact support** in the sidebar. On larger screens, until you first open the chat, a card with photos of the team sits above the chat button while no reply card is showing, and clicking it opens the chat too. While the team is in, the card reads **The team is online** and `We are here to help with your sites and account.` Outside the team's hours it reads **The team is away** with the time the team is back, and while the team has its hours turned off it reads **Need help?**. Closing the card hides it in that browser for a day. In the editor, click **Chat with us** next to **Publish** at the top right, and the window opens under the top bar. On smaller screens that button shows only its chat icon. While a reply from the team is unread, the chat button, or **Chat with us** in the editor, carries a red count of the unread messages, and anything over 9 shows as `9+`. Opening the chat clears the reply card and the red dot on the tab icon described under [Replies from the team](https://modulify.ai/docs/reference/support-chat#replies-from-the-team). The window is headed **Modulify support** next to the Modulify logo, with `Ask anything about your sites and account.` under it. It lists your conversations with the newest first. Each row shows the name and picture of the teammate you talk with in that conversation, or **Modulify team** before anyone from the team has written in it, with how long ago the last message was sent, then the start of that message, and a count when replies in it are unread. A row whose last message is yours starts with `You:`. **New message** at the bottom starts a new conversation, which opens with `How can we help` and `Tell us what you are working on.` Under them, `Common questions` offers a few ready-made questions. Clicking one puts it in the message box, where you can add details before you send it, and the list hides while the box has text in it. Before your first conversation there is no list: the window opens straight on a new conversation, and once your first message is sent you stay in it. At the top right of the window, **Minimize** hides it, and it opens again by itself on the conversation when the team replies. **Close** hides it too, and a reply then shows as a card above the chat button instead. Clicking the chat button, or **Chat with us** in the editor, while the window is open minimizes it. `Escape` closes the window, unless you are typing in a field outside it. When an image is open full size or a menu is open, the first `Escape` closes that instead. ## When the team is away The team answers the chat during its working hours. While the team is in, a green dot sits on the chat button and on **Chat with us** in the editor. While the team has its hours turned off, neither the green dot nor the away notice below shows. Outside those hours the chat still works. The top of the window reads **The team is away**, with the time the team is back in your own time zone, for example `We are back Monday at 9:00 AM. Leave a message and we will reply then.` Under it, on the list and in every conversation: - **Book a call** opens a booking page in a new tab, where you pick a time for a live session with the team. - **Email us** starts an email to `support@modulify.ai` in your email app. ## Send a message Write in the `Write a message` box. `Enter` sends and `Shift` + `Enter` starts a new line. On a phone or tablet `Enter` adds a line and you send with the button. What you write stays in the box when you close or minimize the window or switch conversations, until you send it or reload the page. Attached images do not stay. **Add emoji**, the smiley button next to the paperclip, opens an emoji picker with a search box and skin tones. Clicking an emoji puts it where your cursor is in the box and closes the picker. A message holds up to 5,000 characters. Past that, the box reads `This message is too long to send` and the send button stays off. Every message also carries the page you sent it from, so the team knows where you were when you wrote. ### Formatting Messages from you and from the team show Markdown formatting: `**bold**`, `*italic*`, `~~strikethrough~~`, headings, lists, quotes, tables, `` `inline code` `` and code blocks between three backticks. Line breaks show as you typed them. Links open in a new tab. Web addresses turn into links on their own, whether they start with `https://` or `www.`, or are a site name with a common ending such as `.com`, `.io` or `.ai`, like `modulify.ai/plans`. HTML shows as plain text, and a block of HTML on lines of its own shows as a code block. A Markdown image shows as a link to the image; to send an image, attach it instead. ### Attach images Attach images with the paperclip button, by pasting them into the box, or by dropping them on it, which shows `Drop images to attach them` and `PNG, JPEG or WEBP`. A message carries up to 4 images, each up to 10 MB. An image that cannot be added says why: | Message | Why | | --- | --- | | `Remove an image to attach this one` | The message already has the most images it can carry | | `This image is too large to attach` | The image is over the size limit | | `Only PNG, JPEG and WEBP images can be attached` | The file is another kind of file | | `This image could not be read` | The browser could not open the file | You can send images without any text. Click an image in the conversation to see it full size, or use the menu on its corner to copy or download it. ### When a message does not send A message that did not reach Modulify stays in the conversation marked `Not sent`, with **Try again** next to it. When Modulify refuses a message, a `Message not sent` notice says why. You can send up to 20 messages a minute and 300 a day. Past them a message is refused with `You are sending messages too fast.` or `You have reached the daily limit for messages to the team.` ## Replies from the team Your own messages sit on the right in white bubbles, with the time under them. Each conversation has one teammate, the first person from the team who writes in it, and every reply from the team in that conversation shows their name and picture, then the message. Once someone has replied, the top of the conversation shows that teammate's name and picture, with `Modulify team` under it, or `Closed` once the conversation is closed. Before that it shows the Modulify logo with **Modulify team**. The back arrow at the top left returns to your list of conversations. A red dot on it means another conversation has a reply you have not read yet. Messages are grouped by day, under `Today`, `Yesterday` or the date. A long conversation opens on its latest messages, and **Show earlier messages** at the top loads the ones before them. When a reply arrives and you are not looking at that conversation: - A short sound plays. - With the chat window closed, a card above the chat button, or at the top of the editor, shows the teammate's name and the start of the message, with **Reply** to open the conversation and a close button to dismiss the card. - With the chat window minimized, the window opens on that conversation instead. - In another tab or another window, the Modulify tab icon gets a red dot until you come back. - If your browser allows notifications from Modulify, a desktop notification reads ` sent you a message`, and clicking it opens the conversation. The browser permission is the one described in [Notification and sound settings](https://modulify.ai/docs/reference/your-account#notification-and-sound-settings). ### Email when you are away If a reply is still unread after a few minutes, Modulify emails it to you, with the subject ` sent you a message` and an **Open the conversation** button that opens the chat on that conversation. The email shows the name and picture of the conversation's teammate, with `Modulify team` under it. You get one email for a conversation until you read it, however many replies arrive in between. These emails follow the **Collaboration** switch in [Email notifications](https://modulify.ai/docs/reference/your-account#email-notifications). ## The team can write first Someone from the team can also start a conversation with you, for example about something on your site. It appears in your list like any other conversation, and you are told about it the same way as a reply. ## Closed conversations The team closes a conversation once it is sorted. Its row shows `Closed`, and the conversation ends with `This conversation is closed. Write again to reopen it.` Writing in it opens it again for the team. ## What the team sees The team sees each conversation next to your account, when you open and close the chat, when you are typing, and when you have read their replies. The chat does not show you when the team reads your messages or is typing. While you have Modulify open, they can also see the page and the site you have open, whether that tab is in front, your browser and operating system, and your IP address, so they can help with what you are looking at. That stops when you close every Modulify tab, except the IP address Modulify last saw when you opened it in a browser. They also see the phone number on your account, if you added one. ## Next - [Your account](https://modulify.ai/docs/reference/your-account#email-notifications) has the switch for support emails. - [Keyboard shortcuts](https://modulify.ai/docs/reference/keyboard-shortcuts) lists the keys in the chat box.