Why Can’t I Chat with a Live Agent?
At this time, live agent support is not available through chat.
When you start a chat session, you'll first be connected to our AI Support Assistant.
The AI Assistant is designed to help answer questions, provide troubleshooting guidance, and identify the best path to resolution based on the information you provide.
What Happens If My Issue Requires Further Assistance?
If the AI Assistant determines that your issue requires investigation by our Support Team, it will:
- Create a support reference for your case
- Collect the necessary information needed for investigation
- Escalate the matter to the appropriate support team
This helps ensure that our agents receive the information needed to begin investigating your issue as quickly as possible.
Why are there no Live Agents in Chat?
Many common support enquiries can be resolved immediately through the AI Assistant without requiring manual intervention. Our Support Center is designed to provide answers to the most common questions and typically resolves around 80% of customer inquiries through self‑service resources.
Using AI-assisted triage allows Swann to:
- Provide support 24 hours a day via AI.
- Deliver faster responses to common questions
- Reduce wait times for customers who require specialist assistance
- Route complex cases to the appropriate support team when necessary
When Will My Issue Be Escalated?
Examples of issues that may require escalation for human support via email includes:
- Product faults requiring investigation
- Account or subscription issues requiring manual review
- Cases where troubleshooting does not resolve the problem excluding admin password reset
- Complex technical issues that require specialist assistance
The AI Assistant will guide you through the process and create a support reference when escalation is required.