How Do I Access Product Support in Network for Good?
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).
Follow the steps below to ask a product question and get an accurate, step-by-step answer sourced from Bonterra's help center, without ever leaving Network for Good.
Step 1: Open the Product Support Chat
After logging into your Network for Good account, look for the Resource Center widget on the bottom of your screen. Navigate to 'Contact Support' to open the Product Support chat window.
Tip: If you don't see the Resource Center in Network for Good, try refreshing your browser or clearing your cache.
Step 2: Ask Your Question
Type your question in natural language, just like you'd ask a colleague. Product Support works best with how-to, navigation, workflow, and feature questions about Network for Good.
Try prompts like:
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How do I set up a fundraising page?
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How do I create a new email blast?
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How do I add a peer-to-peer fundraiser to my campaign?
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How do I run a filter to see my recent donations?
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How do I add another admin?
Tip: The more specific your question, the more precise the answer. Include the feature name or the action you're trying to complete.
Step 3: Review Your Answer
Product Support will respond with a step-by-step answer sourced directly from Bonterra's help documentation.
The assistant may also provide:
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Numbered steps to complete the task
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Links to the source help center article for further reading
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Links to relevant training resources if available
Step 4: Ask a Follow-Up Question
Product Support keeps context across your questions, so you can ask for clarity without starting over or restating the issue.
Try prompts like:
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Can you show me where that setting is?
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What happens if I skip that step?
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Is there a related article I can share with my team?
Step 5: Connect with a Live Agent During Support Hours (If Needed)
If Product Support can't fully resolve your question, you can request to connect with a live support agent during support hours by typing 'human' or asking to speak with someone.
Here's what to expect:
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Agents online: If a Bonterra support agent is available, you'll be connected in real time, the conversation continues in the same chat window, so you won't need to start over.
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Agents offline: If no agents are currently available because it’s after live support hours, you'll be prompted to fill out a brief form to submit a support ticket. A member of the team will follow up by email.
Note: You can also visit the Bonterra support portal to submit a request or review your current and past support tickets at any time, including your previous Product Support chat history.
What else do you need help with?
Want to learn more about the Product Support Tool? Navigate to Understanding the Product Support Tool.
How do I access the Product Support chat in Network for Good? | Where is the Resource Center widget in Network for Good? | What kinds of questions can I ask Network for Good Product Support? | How do I connect with a live support agent in Network for Good? | What should I do if the Product Support chat can't answer my question? | Why can't I see the Product Support widget in Network for Good?