There is a built-in messenger across Navigatr, ready to help when you have a question or need a hand. You'll find the chat button in the bottom-left corner of the screen. A few full-screen pages hide it while you work, such as the badge, pathway and activity editors, the QR scan screens, and provider setup, so if the button is not there, finish or leave the page and it comes back.
Inside the messenger you can chat with Aiden, our AI support agent, or get in touch with our support team.
Turning on live chat
Our messenger is provided by Intercom, and we do not load it until you accept the Support cookie category, so nothing loads and no chat cookie is set until you say yes.
If you click the chat button before accepting Support cookies, our cookie preferences open instead, on the list of categories. Tick Support, choose Save, and the messenger opens straight away.
To change your mind later, choose Manage cookie preferences in Settings → Data & Privacy, or use the same button at the foot of our Cookie Policy. Turning Support off shuts the messenger down immediately, in the same session. Note that choosing Decline on the cookie banner turns Support off along with everything else.
See GDPR Compliance Overview for what we share with Intercom when you do use live chat.
Ask a question
Click the chat button to start a new conversation. You'll be talking to Aiden, our AI support agent.
Aiden draws its answers from our Help Centre, and can see what role you have on Navigatr (learner, provider admin, community admin) and which organisation you administer. It can't see specific data like the badges you've issued, your members, or recent activity, so those questions are best directed to our support team.
If Aiden can't answer your question, it may pass the conversation over to a member of our team. You can also ask to speak to a human at any point and Aiden will hand you over right away. Our support team will aim to get back to you as soon as possible.
For pricing, upgrades, or partnership questions, please email [email protected] instead. Our support team and Aiden can't help with sales enquiries. You can read more in our Customer Support Code of Conduct.
Find your way around the messenger
The messenger has tabs along the bottom for Home, Messages, and Help (and Tickets, once you've raised a support request). If you've started a chat with Aiden, click the back arrow (<) at the top of the panel to return to the Home tab and switch between them.
Home: From here you can see your recent conversations, search the Help Centre for an article, or start a new chat with Aiden
Messages: See all of your previous conversations with Aiden. Pick up where you left off, or start a fresh chat
Help: Browse our Help Centre, a library of support articles organised into collections, or search for a specific article
Tickets: Once you have raised a support request, you can find and reply to all of your existing conversations with a member of our support team here
When to expect a reply
Aiden is available around the clock and answers as soon as you ask.
Our support team is online during UK working hours, Monday to Friday, 9am to 5pm UK time (GMT/BST), and will get back to you as soon as they can. You'll receive an email when a member of our team responds.
Tip: If the chat button opens our cookie preferences instead of the messenger, tick Support and save. If you would rather not enable Support cookies, email our support team directly at [email protected].