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Certain Support AI Chat Bot

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The Certain Support Chat Bot gives you instant answers to questions about the Certain platform — available 24/7 right from your Help Center. For anything it can't resolve on its own, the bot connects you directly with our support team so you can open a ticket without leaving the chat.

Important — Starting April 20, 2026 The Certain Support Chat Bot becomes the primary way to submit new support requests. New tickets should be opened through the bot rather than by emailing help@certain.com directly. See details in the New Support Routing section below.

How to Access the Chat Bot

Speech bubble icon location in the Certain platform navigation bar
  1. After logging in to the Certain platform, navigate to any subsequent page.
  2. Look for the speech bubble icon in the top-right navigation bar (see screenshot).
  3. Click the icon and start typing your question.
Note The chatbot icon does not appear on the first page that loads after you log in; you must navigate to any page after logging in for the chatbot icon to appear. Also, the chatbot loads after the rest of the page, so you may notice a brief delay before the icon appears. If you don't see it right away, give the page a moment to finish loading.

What the Chat Bot Can Help With

The bot has full access to all Certain Help Center content, making it the fastest way to get answers for:

  • Step-by-step "how-to" guidance for Certain platform features
  • Troubleshooting common issues and error messages
  • Information about the latest release notes and feature updates
  • General system and configuration questions
  • Opening a support ticket if your question needs a human agent

Tips for Getting the Best Answers

Ask "how-to" questions

Phrase your question as you would ask a person, rather than typing a single keyword.

Try this Instead of this
✓ How do I add a speaker to an agenda? Agenda speakers
✓ How do I export my attendee list? Export
✓ How do I set up a registration form? Registration

Select the right topic when prompted

If the bot asks you to choose a category, select "Software usage instructions" for platform how-to questions. This helps the bot search the right section of the Help Center.

Include the feature name

Being specific gets you a better answer. For example, say "Touchpoint registration form" rather than just "registration."

Ask for Release Notes anytime

You can ask the bot for the latest Release Notes at any point in the conversation — just ask: "What are the latest release notes?"

Can't Find Your Answer? Open a Ticket Through the Bot

If the bot isn't able to resolve your question, you can open a support ticket directly from the chat. Just let the bot know you'd like to speak with someone or submit a request, and it will guide you through the process. Same team, same response times — the bot simply gets you to the right place faster.

Starting April 20th: New Support Routing

Action Required for Your Account Starting April 20, 2026, the Certain Support Chat Bot is the required starting point for all new support requests. New tickets should be submitted through the bot by logging into Certain Platform. rather than by emailing help@certain.com directly.
Timeframe How to get support
Now through April 19 Email to help@certain.com continues to create tickets as usual. No action needed today.
Starting April 20 New requests should be submitted through the Support Chat Bot. Email will no longer route to the support team.
Existing open tickets Will continue to be handled normally — no action needed on tickets already in progress.

Same team, same response times — just a smarter front door.

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