Proxima AI is a virtual assistant built into Proxima Cloud CRM. It answers questions about the CRM: how the modules work, what the terms mean, how modules are connected and how to perform tasks. If the chatbot can't solve your issue, it connects you with a Proxima Research technical support engineer in real time.
Opening the chatbot
In the main menu of Proxima Cloud CRM, click Help&Support.
The chatbot opens with a greeting. Type your question in the Type a message field and send it. The chatbot works on all devices.
Tip: The Frequently asked questions panel next to the chat has links to the most popular instructions, such as creating a call or a client.
Changing the chatbot language
The chatbot can talk to you in 30 languages. To change the language, select it in the list at the top of the chat window.
Important: The language doesn't change in a conversation that has already started. After you change the language, start a new conversation.
Starting a new conversation
- In the chat window, click the back arrow in the top left corner. The list of your previous conversations opens.
- Click New conversation at the bottom of the list.
How the conversation works
After each answer, the chatbot asks Was this helpful? and offers two buttons: Yes and No. You don't have to click them: you can also type your next question in the Type a message field right away.
If the answer helped
- Click Yes. The chatbot asks Is there anything else I can assist you with?
- Choose what to do next:
- Yes: ask another question;
- No, thanks.: end the conversation;
- Send for session analysis (no support agent assistance required): end the conversation and send it to Proxima for review. This helps improve the chatbot.
If the answer didn't help
- Click No. The chatbot asks Would you like to rephrase your question or ask a new one?
- Click Yes to ask your question differently, or No to get help from a person.
- If you click No, the chatbot offers to connect you with technical support. Continue as described in the next section.
Contacting technical support
You can reach a Proxima Research technical support engineer directly in the chatbot:
- When the chatbot asks Would you like to chat with a Support Agent or create a support ticket?, click Yes. You can also simply type that you want to talk to a support agent.
- A support engineer joins the chat within 5 minutes.
- If nobody joins within 5 minutes, a support ticket is created automatically, and support will reply to you by email as soon as possible. You can close the chat.
Important: With the Basic Support plan, only system administrators can contact a support engineer and send a conversation for session analysis. Other users see the message Please, excuse me as I am not able to assist you with this request. Please feel free to contact your administrator in regards of this question. In this case, contact your company's CRM administrator.