Using Pathway LiveChat

Step 1. Accessing Pathway LiveChat

To access LiveChat, visit the Pathway website at http://www.pathcom.com, and log into the User Services secure site. Enter your Pathway email address (e.g. name@pathcom.com) in the Username field, and the corresponding password in the Password field. Ensure that the User Services radio button is checked, and click the GO! button.

This will take you to the User Services Main Screen.

Click on the image under Pathway LIVECHAT

This will open a Chat Request Window.

Step 2. Starting a chat session

One of the Pathway's LiveChat Technical Service Representatives will reply to you shortly.

If a Technical Support Representatives is not available

If a Technical Support Representatives is not available to assist you when you initiate your LiveChat session, you will see the screen below:

You may leave a message for a Technical Support Representative. We assure you that it will be retrieved and dealt with expeditiously. You must include your Username and your contact telephone number in your message. Alternatively, if you wish to be contacted by email, please indicate your email address. Click on the 'Send Email' button to send your message. You will receive a call from a Technical Support Representative as early as possible, no later than within 24 hours of leaving a message.

Step 3. During the chat session

Once a Technical Support Representative joins the LiveChat session, you will see the content of your chat session. The Technical Support Representative will request you for your Username to identify you.

During the chat session you may, at any time:

	Print a transcript of your LiveChat session
	Turn sound (keystroke sounds) on or off
	Track session time
	Close the LiveChat session

Step 4. Ending the chat session

At the end of the LiveChat session, you will be requested to rate the quality of the session.

Please use the drop down box to rate quality.

If you would like to receive a copy of the LiveChat session transcript by email, please type in your email address and click on 'Submit and Close Window'. A copy of the transcript will be emailed to you immediately.