Chat Widget Support

    Chat Widget Support

    Category: Organiser Features
    Last Updated: 2026-01-28

    Overview

    Horsify integrates a live chat widget to provide real-time customer support directly within the platform. The chat widget appears in the bottom-right corner of all pages, offering instant access to support for all users without requiring them to leave the application.

    Who Uses This

    • Organisers: Get immediate assistance with event setup, registration management, payment configuration, and platform features
    • Riders: Receive support for registration issues, payment questions, profile management, and entry submissions
    • Admins: Access technical support for platform configuration, club site setup, and system administration
    • All Users: Report bugs, request features, and get help with any aspect of using Horsify

    How to Use

    Accessing the Chat Widget

    1. Open Chat: Click the chat icon in the bottom-right corner of any page
    2. Start Conversation: The widget opens automatically, ready for your message
    3. Send Message: Type your question or issue and press Enter or click Send
    4. Receive Support: A support team member will respond to assist you
    5. Continue Browsing: The chat remains accessible while you navigate to other pages

    Best Practices

    • Be Specific: Provide details about your issue including what you were trying to do and any error messages
    • Include Context: Mention if you're an organiser, rider, or admin to help support understand your perspective
    • Share Screenshots: If applicable, describe what you're seeing on screen or reference specific features
    • Stay Connected: The chat widget maintains your conversation history during your session

    Chat Widget Features

    • Real-time Support: Instant messaging with support team members
    • Persistent Position: Always available in bottom-right corner
    • Non-obtrusive Design: Stays out of the way until you need it
    • Session Continuity: Chat history persists as you navigate between pages
    • Cross-page Availability: Access support from anywhere in the application

    User Experience

    Visual Design

    The chat widget is designed to match Horsify's brand identity:

    • Position: Fixed in the bottom-right corner of the screen
    • Visibility: Minimized by default, expands on click
    • Responsiveness: Adapts seamlessly to mobile, tablet, and desktop viewports
    • Colors: Horsify brand colors applied throughout
    • Dark Mode: Fully supported with automatic theme detection
    • Accessibility: Meets WCAG 2.1 AA accessibility standards

    Availability

    • All Pages: Chat widget loads on every page in the application
    • All User Types: Available to authenticated and unauthenticated users
    • All Devices: Functional on desktop, tablet, and mobile browsers
    • Session Persistence: Chat history maintained during navigation
    • Theme Sync: Automatically applies light or dark theme based on user preference

    Support Workflow

    Typical Support Interaction

    1. User encounters an issue or has a question
    2. User clicks chat widget in bottom-right corner
    3. User describes their issue in the chat
    4. Support team receives notification of new message
    5. Support team responds with guidance or solution
    6. User can follow up with additional questions
    7. Issue is resolved and chat can be closed or continued later

    Escalation Path

    • Level 1: Initial chat support for common questions
    • Level 2: Technical support for complex issues
    • Level 3: Development team for bug reports and feature requests
    • Documentation: Support team can reference or update knowledge base articles

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