1. Chatting with Support

Starting a Chat

1. Click the chat widget on the website

Resuming a Previous Chat

• If you return to the site, your previous chat may still be available
• You'll see your full conversation history

Selecting Your Product

1. Choose the product you need help with
2. Click or type the product name
3. The assistant confirms your selection

Switching Language

• The chat supports English and Persian
• Type in your preferred language — the assistant will respond in the same language

Attaching Images

• Click the attachment icon
• Select an image (max 10MB)
• Supported formats: JPEG, PNG, GIF, WebP
• You can attach up to 4 images per message

Getting Answers from AI

• Ask your question in natural language
• The AI searches the knowledge base for answers
• You'll receive helpful suggestions for follow-up questions

When You're Connected to a Human Agent

  If the AI can't answer your question and agents are available:

• You'll see: "Connecting you with a support agent..."
• Wait for an agent to join the chat
• Continue chatting once connected

When a Ticket is Created for You

If the AI can't help and no agents are available:

1. The assistant asks: "Would you like to create a support ticket?"

1. If you say Yes:
   • A ticket is created automatically
   • You receive an email confirmation
   • You can add more details if needed
2. If you say No:
   • The session closes
   • You can return anytime

Adding Details to Your Ticket

After a ticket is created from chat:

1. The assistant asks if you want to add more details
2. Say Yes to provide additional information
3. Your details are added to the ticket

Ending Your Chat

• Click "End Chat" when you're done
• The session closes

Rating Your Experience

After the chat ends:

1. You'll be asked to rate your experience (1-5 stars)
2. Optionally add written feedback
3. You have 24 hours to submit a rating

2. Support Tickets

When to Create a Ticket

• Complex issues that need documentation
• When you prefer email responses
• Non-urgent requests

Creating a Ticket

1. Click on the Sign In to Create Ticket button. A sign-in form will appear. Enter your email and password, and then you will be redirected to the ticket page.

Viewing Your Tickets

1. On the ticket page, you can view your submitted tickets.

Replying to a Ticket

1. Click on the Chat with Our Support Team button to start chatting, and the reply page will open.

3. Guest Support

You can get help without creating an account.

Chatting as a Guest

1. Start a chat (just provide name and email)
2. Use all chat features normally
3. If a ticket is created, it's linked to your email

Accessing Your Guest Ticket

• Check your email for the ticket link
• Or visit the guest tickets page with your ticket ID
• No login required

Replying to Your Guest Ticket

1. Open your ticket via the link
2. Add your reply
3. Submit — no account needed

Limitations

• You can only view individual tickets (not a full list)
• Tickets are identified by email

4. Help Center

Browsing Articles

1. Go to the Help Center

Searching for Answers

1. Use the search bar

Switching Language

• Toggle between English and Persian

5. Submitting Feedback

Share your thoughts about the platform:

1. Go to the Feedback section

1. Add optional comments
2. Submit

Your feedback helps us improve!