Near the end of the year, Canvas support center will include a Virtual Assistant.
All teachers and students will use the new Canvas Support Center. Today, the help menu has a separate link for Phone, Chat, and Reporting a problem. We’ll be replacing it with a single button titled Canvas Support Center. You will still be able to chat or call support from this interface if you would like.
For more information continue below or watch the Canvas support video.
ACCESSING THE HELP MENU:
Click the Help Icon on the Global Navigation Bar
On the menu that appears,
click Canvas Support Center.
A menu will then open on the right hand side:
The Canvas Support Center will load a list of guides applicable to the page the user was on, display options for several of the common KB articles with their own buttons, and provide a Contact Support choice right above the search field.
The Canvas Support Center floats on top of Canvas, users can click on the four dots to move the interface across the screen. Users can adjust the size and placement of the support center as needed.
WORKING WITH THE VIRTUAL ASSISTANT:
VIEWING PREVIOUS CONVERSATIONS
The Chat history button will appear the second time after using the Virtual Assistant, and it will display the history of previous interactions that you have had with the tool.
OPTION TO CONTINUE SEARCHING
At the bottom of the interface, there is a prompt to type a question. You will be able to add your questions in that field, and the Virtual Assistant will recommend guides. After each guide recommendation, you will be presented options to confirm if that solved your query, as well as an invitation to the Contact Support button if further assistance is needed.
CONTACTING SUPPORT
When a user selects Contact Support in the Virtual Assistant options will display.
Once a preference is selected, you will be taken to a form where options include a subject, description, and a space to upload screenshots or files. The subject is pre-populated with the first question in the Virtual Assistant Chat, the description is a required field that needs some text entered, and the file upload area is optional.
CALLING US:
If you opt to call in, the phone number to call, along with a 4 digit code to enter when prompted will connect them with an agent.
CHATTING US:
If you opt to chat, after filling out the form, chat will immediately continue in the window. It will let you know your position in the queue, assign the conversation to an agent, and immediately begin the chat, with a sound notification to alert that an agent has been assigned.
EMAILING US:
If you chose Submit a Support Case, the case will be sent after you fill out the form, and the user will be able to see the confirmation it was created, as well as their case number.