The Certain Support Chat Bot gives instant answers to questions about the Certain platform. The Certain Support Chat Bot is available 24/7 from your Help Center. For anything the bot cannot resolve on its own, the bot connects you directly with the support team. The connection lets you open a ticket without leaving the chat.
Important — Starting April 20, 2026The 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. > The chatbot loads after the rest of the page. > A brief delay can occur before the icon appears. > If you do not see it right away, give the page a moment to finish loading.
What the Chat Bot Can Help With
The bot has full access to all Certain Help Center content. The bot uses that access to answer questions for the fastest Help Center answers.
- 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 a question needs a human agent
Tips for Getting the Best Answers
Ask "how-to" questions
Ask "how-to" questions so the bot can match the request to Help Center instructions. Phrase the question as you would ask a person. Do not type 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
Select "Software usage instructions" for platform how-to questions. This selection helps the bot search the right section of the Help Center.
Include the feature name
Include the feature name so the bot can produce a better answer. Use a specific feature name instead of only the general topic.
For example, say "Touchpoint registration form" rather than just "registration."
Ask for Release Notes anytime
Ask the bot for the latest Release Notes at any point in the conversation. Use the prompt: "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 your question, open a support ticket directly from the chat. Let the bot know you would like to speak with someone or submit a request. The bot guides you through the process.
Same team handling remains in place. Same response times remain in place. The bot gets you to the right place faster.
Starting April 20th: New Support Routing
Action Required for Your AccountStarting 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 rather than by emailing help@certain.com directly.
| 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 handling remains in place. Same response times remain in place. The Support Chat Bot acts as a smarter front door.