Using Live Help

Live Help has been available to instructors in the LearnIT2teach training since 2015. This support was available on the legacy learnit2teach.ca portal, which is being migrated into Avenue.ca. A new and improved Live help system has been launched on the Avenue.ca site, and it replaces Live help on the legacy site. The same Live help agents will provide real time support and answer questions about using the Avenue site and general questions about the training.

In addition to real-time support, the updated system provides many new features, including:

• Access to a searchable Knowledge Base of Avenue-specific help resources;
  
  
• A form with tools for submitting screenshots and screen recordings to suggest improvements to Avenue;
  
  
• A direct link to the Avenue eUnit Issue Report Form;
  
  
• Offline help from an Avenue mentor and, eventually, an AI agent who will provide assistance in real time.

Clicking the Avenue Support tab will display a panel with three (clickable) choices.

These choices are:

1. Request support
2. Send an idea
3. Report an issue

Note: See Searching the Avenue Knowledge Base for more information.

Real time help is also available, and a conversation can be started with a person or AI agent (when it is available).

To start a text-based chat:

1. Click on the New Conversation button.

2. Type in your question and click on the Send button.

A Live Help agent will respond shortly.

3. Continue the conversation until your question is resolved.

When the conversation is over, click on the Menu on the top right corner of the Avenue Support tab. There are five options.

a. Use Change Name to add your name for future conversations.

b. Click on Email transcript and add your email address to have the conversation transcript sent to your email.

Note: This function works only after the End this chat session has been confirmed. (See e. below)

c. To hear a sound when a conversation is posted, click on Sound on. Click on Sound off to deactivate the sound feature.

d. Click on Pop out widget to turn the Avenue Support tab into a pop-up window.  

Note: The pop-up appears on the top left side of the screen and can be dragged to different locations as needed. 

e. Click on End this chat session to end the conversation.

Now you will now be able to request an email copy of the conversation. Click on Email transcript on the Avenue Support Menu, and click on the Email transcript button.

Note: A green message appears indicating the email was sent.

Check your email and view the message.

Note: The message We are offline will appear if real time help is not available from a live (or AI) agent. Users can still use a search box to look for resources in the Avenue Knowledge Base to answer their questions(s). Or they can send a message with their request for support. The Avenue team will respond to the message via email.

The Feature Request form asks the user to identify:

• the feature they’d like added;
  
  
• how this problem would improve the site.

The user's email address is automatically populated with their Avenue username.

Users can take a screenshot of the current window and annotate it using the camera icon.

Users can make a screen recording and include a voice narration using the video camera icon.

Note: See Using the Screenshot and Screen Recording in the Feature Request Panel for more information.