Patchworks Support: Messaging

💬 Getting Help via Chat

In addition to our ticketing system, you can also reach out to us directly through our Chat/Messaging widget—perfect for quick questions or real-time support.

As of June 3rd 2026, to access Messaging on the Dashboard, please navigate to Help > Chat from the left-hand menu. The chat launcher is no longer displayed as a floating bubble on product pages.

When you open the chat:

1. Start by asking your question.
   Our AI assistant will search our extensive Knowledge Base and try to provide an instant answer.
    

   

2. If the response helps—great!
   You’ve got what you need without waiting.
   Was this helpful? Yes
   
    
   Note: When our chat assistant suggests an article or solution, it will ask “Was this helpful?”. Please make sure to select Yes or No before continuing. Your feedback helps us improve the suggestions and ensures we provide the most relevant support in the future.
   
    

3. Still need help?
   Was this helpful? No
   Just let the chatbot know, and it will seamlessly connect you with a Human Support Agent. From there, our team will help diagnose the issue, triage it if needed, and work toward a resolution.
   
    

   

 

 

💡 Messaging Tips

You can start multiple conversations with our team. We actually recommend it—especially if you have separate, unrelated questions. Keeping topics in separate threads helps us assist you more efficiently.

 

Viewing help articles in Messaging

As of April 2026

When you open a help centre article from within Messaging, it will now appear directly inside the conversation window, instead of opening in a new browser tab.

This change is designed to make things simpler and more seamless. You’ll stay within the conversation while reading the article, so there’s no need to switch between tabs. Once you’re done, you can easily continue chatting with the AI agent or close the conversation when it suits you.

Overall, this means less disruption and a smoother, more connected experience when finding answers.

Ask your question > View Article

View and read the article from the Messaging. You can Open the article in a new tab, return to the conversation or resize the Messaging window.

📝 Notes About the Messaging 

• For the best experience, we recommend clearing your browser’s cache and cookies periodically. This helps ensure the Messaging runs smoothly and that you receive our proactive messages, such as updates on coverage during bank holidays, ongoing issues or outages, and other important announcements.

• Attachments shared in messaging conversations are now private by default, adding an extra layer of security. They can only be accessed within the specific conversation where they were shared and are not publicly available via link. This helps ensure files are restricted to the intended participants and cannot be accessed outside the conversation. It’s particularly useful for protecting sensitive or confidential information.

• We also use a banner at the top of our Help Center (note: this won't appear in the product dashboard) to highlight important updates. Keep an eye out for it when visiting the Help Center!