Understanding the Product Support Tool
The Product Support Tool is an AI-first chat platform that can connect customers to a live member of our support team (during live support hours). It’s built directly into Network for Good and gives customers a fast, self-service way to get answers to product questions, navigate platform features, and connect with the Bonterra support team, all without leaving their current workflow.
Product Support Tool Overview
The Product Support Tool is available directly within the Network for Good platform through the in-app chat widget.
After logging in, you will see the Resource Center widget appear on the bottom your screen,simply click the Resource Center, navigate to 'Contact Support' and launch the tool to start a conversation. No separate login or external window is required.
The Product Support Tool draws on Bonterra's product help center to answer your questions. It is designed to help you learn how to use Network for Good features, understand how the platform works, and find guidance on how to accomplish specific tasks, such as 'How do I set up a campaign?' or 'Tell me more about this feature.' The tool is built for product-related questions rather than technical error troubleshooting (which should be sent to support via email or by logging a ticket), though additional capabilities may be added over time.
When the AI assistant cannot resolve your question, you can request a live support agent at any time by typing 'human' or a similar prompt into the chat.
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If a live agent is available, you will be connected in real time, and the conversation continues in the same chat window, so there is no need to start over
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If no agents are currently online, you will be prompted to fill out a brief form to submit a support ticket, and a member of the team will follow up by email
You can also visit the Bonterra support portal to submit requests and review your open or past tickets.
Once you submit a support ticket, whether through the chat, the support form, or email, you can track the status of your request and view your full support history in the Bonterra support portal. The past two years of previous support chat history will be available in the portal. To view your requests, navigate to the support portal, click ‘Sign Up’ or log in with your credentials if you’ve already logged in before.
Review the articles below for step-by-step guidance on how to use the Product Support Tool, connect with a live agent, submit and track support tickets, and access your support history.
Feature Availability
The Product Support Tool is available for all Network for Good customers. The tool is accessible directly within the Network for Good platform through the in-app chat widget.
Live agent chat is available during standard Bonterra support hours. Outside of those hours, customers can submit support tickets via the in-app form.
FAQs and Additional Resources
What happened to my previous chat history?
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Two years of past conversations and support tickets have been migrated to the Bonterra support portal. You can view them by logging into the portal and reviewing your request history.
Will the Product Support Tool replace Que?
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No. Que is separate and is still your AI-powered fundraising assistant that can help you build emails, text messages and fundraising pages within Network for Good and offer fundraising advice and donor segmentation suggestions. Que is not directly trained to answer product feature questions.
Can the Product Support Tool help me troubleshoot error codes?
- The tool is primarily designed to answer product and feature questions. If you encounter errors in the product or discover what appears to be a bug, please submit a support ticket.
Additional Resources
- Bonterra Support Portal - View past support inquries.
- Network for Good Help Center - View the help center.
- Network for Good Customer Community - Ask a member of the Network for Good community for ideas or guidance.
- Network for Good Office Hours - Connect with a training specialist to ask a specific question and see a screenshare of the suggested solution. Find the next upcoming Office Hours in the Events section of the Help Center.
What else do you need help with?
Not what you're looking for? Navigate back to the Network for Good Help Center.
What is the Network for Good Product Support tool? | How does the Product Support AI chat work in Network for Good? | Can I talk to a live agent through Network for Good Product Support? | What's the difference between Bonterra Que and the Product Support tool? | Can Product Support help me troubleshoot errors in Network for Good? | What happens to my previous chat history in Network for Good?