The Certain Support Chat Bot gives instant answers to questions about the Certain platform. The chatbot is available 24/7 right from the Help Center. The chatbot connects users directly with the support team for anything the chatbot cannot resolve on its own. The connection lets users open a ticket without leaving the chat.
Important — Starting April 20, 2026
The Certain Support Chat Bot becomes the primary way to submit new support requests. New tickets should be opened through the bot rather than by emailing help@certain.com directly. See details in the New Support Routing section below.
How to Access the Chat Bot
1. After logging in to the Certain platform, navigate to any subsequent page. 2. Look for the speech bubble icon in the top-right navigation bar (see screenshot). 3. Click the icon and start typing your question.
> Note: The chatbot icon does not appear on the first page that loads after you log in. You must navigate to any page after logging in for the chatbot icon to appear. Also, the chatbot loads after the rest of the page. A brief delay can happen before the icon appears. If the icon does not appear right away, wait for the page to finish loading.
What the Chat Bot Can Help With
The chatbot has full access to all Certain Help Center content. Full access makes the chatbot the fastest way to get answers for the following topics.
- Step-by-step "how-to" guidance for Certain platform features
- Troubleshooting common issues and error messages
- Information about the latest release notes and feature updates
- General system and configuration questions
- Opening a support ticket if the question needs a human agent
Tips for Getting the Best Answers
Ask "how-to" questions
Ask "how-to" questions. Phrase the question as a question a person would ask. Avoid typing a single keyword.
| Try this | Instead of this | |---|---| | ✓ How do I add a speaker to an agenda? | Agenda speakers | | ✓ How do I export my attendee list? | Export | | ✓ How do I set up a registration form? | Registration |
Select the right topic when prompted
If the bot asks a user to choose a category, select "Software usage instructions" for platform how-to questions. Selecting "Software usage instructions" helps the bot find the right section of the Help Center.
Include the feature name
Use the feature name. Being specific gets a better answer. Say "Touchpoint registration form" rather than just "registration."
Ask for Release Notes anytime
Ask for Release Notes anytime. A user can ask the bot for the latest Release Notes at any point in the conversation. Ask: "What are the latest release notes?"
Can't Find Your Answer? Open a Ticket Through the Bot
If the bot is not able to resolve a question, open a support ticket directly from the chat. Let the bot know the user would like to speak with someone or submit a request. The bot guides the user through the process.
Same team and same response times apply. The bot gets users to the right place faster.
Starting April 20th: New Support Routing
Action Required for Your Account
Starting April 20, 2026, the Certain Support Chat Bot is the required starting point for all new support requests. New tickets should be submitted through the bot by logging into Certain Platform. Submission through the bot replaces emailing help@certain.com directly.
Timeframe and How to get support
| Timeframe | How to get support | |---|---| | Now through April 19 | Email to help@certain.com continues to create tickets as usual. No action needed today. | | Starting April 20 | New requests should be submitted through the Support Chat Bot. Email will no longer route to the support team. | | Existing open tickets | Will continue to be handled normally — no action needed on tickets already in progress. |
Same team and same response times apply. The new routing acts as a smarter front door.