24/7 Customer Support Options

How to Access 24/7 Support

At any time, seven days a week, you can start a new LIVE chat with one of our Metanow CRM Support Agents. To access your support options, select the blue question mark in the top right corner of the Metanow CRM Application (Desktop only). From there, you can choose the support option that best fits your needs.

IMPORTANT: Only Agency Admins/Users Can Access Metanow CRM Support. Metanow CRM Support agents cannot make changes to an agency account without the consent of a validated Agency Admin or Agency User. If you do not have access to the Agency view, you must reach out to your Agency Admin.

Who Can Access Metanow CRM Support?

Only Agency Admins and Users can access Metanow CRM Support. Our support agents are unable to make changes to an agency account without the consent of a validated Agency Admin or User. If you do not have access to the Agency view, please contact your Agency Admin.

Only Agency Admins/Users See the Support Button

If you are an agency admin or user, you will see the blue button in the top right corner of the screen where you can get support from Metanow CRM, as shown in the image below.

Location Admins/Users Do Not See the Support Button

As you can see in the image below, location admins and users will not be able to access Metanow CRM support. The blue support button in the top right corner is not visible to them.

Customer Support Options

Metanow CRM customers have access to multiple support channels, so you can choose the one that best suits your needs, preferences, or busy schedule. You can learn more about the different support channels below.

• Zoom Support Call: Jump directly into a live Zoom room with the Metanow CRM support team to get your questions answered and receive hands-on help with any issue you're facing.
• Live Chat Support: Speak directly with our support team using our live chat inside your Metanow CRM account.
• Support Ticketing: Open a support ticket for any inquiries or issues you're facing and communicate with our support team via email.
• General Support: Contact our support team for any sales, billing, or login-related issues.

IMPORTANT: To receive email support from our team, you will need to open a support ticket. Metanow CRM does NOT have a general support email address.

Zoom Support Calls

If you need face-to-face support, you can quickly and easily join our Zoom support rooms and chat with a support agent who will answer your questions and guide you through your inquiries in person. Once you request a Zoom call, you will be added to a queue to wait for the next available support agent. This agent will help you troubleshoot the issue live on Zoom and do their best to resolve it right then and there.

PLEASE NOTE: If the issue cannot be resolved during the Zoom call, the support agent will open a support ticket for your issue, and you will need to resolve the issue using email communication with our team.

Live Chat Support

If you need support and prefer not to use a Zoom call, you can simply start a chat session with our expert agents directly inside your account. Our agents will gather as much information as they can about your issue and do their best to help you solve the problem right then and there. If the issue cannot be solved, the agents will escalate it to a team that may be better suited to help and create a support ticket for your issue so that you can maintain communication with our support staff while the issue is being addressed.

Support Ticketing via Email

IMPORTANT: To receive email support from our team, you will need to open a support ticket. Metanow CRM does NOT have a general support email address.

If you are too busy to speak with our team on a Zoom call or live chat, you can always create a support ticket immediately and communicate back and forth with our support staff via email at your earliest convenience. We ask that you respond as soon as possible to any email from our team so that we can get your support issue resolved as quickly as possible. Your experience in Metanow CRM is our #1 priority, so we want to make sure any issues you're having are resolved fast so you can get back to growing your business.

What's Included in a Support Ticket?

1. Why You're Receiving The Ticket Email

In this initial email, you will see a few possibilities as to why your chat was converted into a support ticket. These usually include:

• Our support team provided you with a troubleshooting step or resolution, but you did not confirm if that step resolved the issue.
• Our support team asked you for additional information and did not receive it.

2. Next Steps

We outline what steps you can take to further investigate the support issue and hopefully resolve it.

3. Conversation History

The email you receive from our support team will have a full history of the original conversation you had with our support agent(s) so that you can go back and reference anything that was initially talked about during that conversation with our team.

Contacting Support

For any sales, billing, or login-related issues, please contact our support team through our helpdesk. We validate all inbound inquiries to confirm they are from an Agency Admin.

IMPORTANT: We Validate All Inbound Callers to make sure they are Agency Admins. We WILL NOT serve Non-Agency Admins. We will need to validate your identity as an Agency Admin. Your security for your agency account matters to us. If your Agency Metanow CRM email is not the best one to reach you at, please mention this to Support. If your email is associated with multiple agencies, provide the correct agency name and relationship number of the account in question. Please have your Agency Relationship Number and your Agency Login Email ready for the support team.

Troubleshooting & FAQs

Below you will find some frequently asked questions and processes to help you troubleshoot issues surrounding customer support. If there is a question that you need answered and you don't see it below, please make sure to let our support staff know, or you can send us feedback on this article and ask us to add the question to the article.

Q: Does Metanow CRM have a support email address?

No, we do not have a support email. The main reason is that our support flow is very detailed so that we can properly identify the issue the user is experiencing and create a ticket in our support software that includes all the information needed for our support agents to help resolve the issue. If we had a general support email address, then all emails sent to that address would create support tickets, and they may not include the proper information needed to give our support staff the best chance to help resolve the issue.

Q: How to Contact Support if I can't Login to Metanow CRM?

If you are having trouble logging into your Metanow CRM application and you need to get support outside of the application, you can reach our support staff if you navigate to our main website and use our website helpdesk. Make sure to tell our team that you are having trouble logging in and that you need help from support.

IMPORTANT: Have your Agency information ready so our team can verify your identity and make sure you are an agency admin or account owner.

Q: I'm not seeing the Blue Question Mark button in my dashboard.

The blue question mark button and its features are only visible to users logged in as an 'Agency Admin' or 'Agency User'.

IMPORTANT: Location Admins and Location Users will NOT see the blue question mark button; this is strictly for Agency Admins and Agency Users.

Q: How to Create an Agency 'Admin' to get Metanow CRM Support?

1. Go to 'Agency Settings' -> Click on the 'Team' tab -> Click the '+ Add Employee' button and complete:
   • User Info: Email, phone number, and password are required.
   • User Permissions: Select the user permission you wish your user to have.
2. Make sure that the User Type section is 'Agency'.
3. Select the User Role as 'Admin'.
4. Click on 'Add To Account' and select the location(s) you want this user to manage.
5. Hit 'Save'.

PLEASE NOTE:
- In order to add a user, you will need to be an 'Agency Admin'.
- You will need to notify the user with login info and password.
- Once the user logs in, they can update their password.