Do you have a question, a request, or a problem to report? Check our help center or contact our support team from your iAdvize help panel available directly in your administration.
The iAdvize help center offers:
- Direct access to our status page.
- Access to articles directly linked to the page you are viewing, as well as the help center containing articles about all the features we offer. It is enriched day by day.
- A search engine allowing you to quickly access the content of your choice.
- A tool to create and track your support tickets.
1. The Status page
You can at any time check the status and stability of our servers from the help center or, in detail, from the dedicated page. Here we explain how to access it and how to subscribe to receive notifications in case of incidents.
Access Status
Three ways to access it:
- Directly from this URL: http://status.iadvize.com
- From the help center:
- From the help panel in your administration:
Subscribe to status
We provide several proactive information channels to notify you at any time about the stability of our equipment and services, planned maintenance operations, and potential incidents.
Click "Subscribe to Updates":
You can choose to be automatically informed:
- by email*
- by SMS
*You will then receive a confirmation email. Note: the email may land in your spam folder; in that case, please open it and click "this is not spam".
Unsubscribe
If you no longer wish to receive these notifications, click "Unsubscribe" at the bottom of the last email received. A confirmation will be requested.
Description of the different elements
The elements monitored on the Status page, in the same order as on the page:
| Administration | Administration interface (iadvize.com/admin): channel settings, iAdvize Messenger customization, targeting strategy, statistics, user accounts… |
| Login | Login to the administration (login form or SSO) |
| Engagement settings | Engagement strategy settings (campaigns, targeting rules, notification and chatbox builders…) |
| Distribution settings | Conversation distribution settings (distribution rules and groups, distribution modes…) |
| Channel settings | Channel settings (call handling mode, automatic messages, satisfaction survey…) |
| Users management | User account management |
| Statistics (conversations) | Conversation statistics |
| Sending email | Emails sent by iAdvize (asynchronous reply notification, CSV export of statistics, password reset…) |
| Knowledge | Knowledge |
| Conversation Panel (Desk) | Conversation panel, also called Desk (iadvize.com/pupitre): the interface where agents handle conversations |
| Login | Login to the conversation panel |
| Conversation views | Conversation display (dialog window) |
| Message exchange | Sending and receiving messages during a conversation |
| Conversation closure | Conversation closure |
| Conversation transfer | Transfer of a conversation to another user or to a distribution rule |
| Mirroring / Cobrowsing | Viewing the visitor's browsing, with the option to take control |
| Canned answer | Canned answers |
| Bots | AI assistants and bots |
| AI Shopping Assistant | The AI Assistant answering your visitors |
| Copilot for Agent | The AI Copilot available in the agents' conversation panel |
| Bot service (except AI features) | Bots, excluding AI features |
| Onsite Channels | Conversation channels offered on your website |
| Chat | Chat channel, synchronous or asynchronous |
| Video | Video channel |
| Mobile SDK | Mobile App channel, based on the iAdvize mobile SDK installed in your app |
| Third Party Channels | Conversation channels offered outside your website |
| Facebook channel | |
| Facebook Messenger | Facebook Messenger channel |
| WhatsApp channel | |
| SMS | SMS channel |
| Visitor’s interface | The visual elements that let visitors talk with a respondent |
| Engagement Notification | Engagement notifications shown to visitors |
| iAdvize Messenger | Visitor interface (chatbox and shopping panel): talk with a respondent, set privacy and notification preferences |
| Mobile App (iOS/Android) | iAdvize mobile app (iOS and Android) |
| APIs | Tools to retrieve your iAdvize data, see the documentation |
| Rest API | Rest API documentation |
| GraphQL API | GraphQL API documentation |
| Webhook | Webhooks documentation |
2. The knowledge base
Our help center, where you are currently, is accessible directly from the help panel. You also have access to articles tailored to the page you are on in your administration to help you find information more quickly.
3. Support
Didn’t find what you were looking for? Contact our support team by creating a support ticket.
3 options:
-
You can contact our support team directly from the help center (you must be logged in). You will then fill out a contact form:
- You can directly use our RobbAi Assistant from the help panel, which will reply to you. If needed, it can transfer the request to our support team:
- You can contact our support team from the help panel by filling out a contact form:
View my requests
To view your created tickets and check their status, click on your avatar in the help center, then go to the “Requests” tab:
4. Invoices and contract
For any question about your invoices or your contract, write to invoicing@iadvize.com.