# Chat with us live

> Start a live chat with the HyperDC team from any page: choose a department, wait in the queue, leave a message when nobody is online, end the chat and rate it.

Difficulty: Beginner\
Tested on: HyperDC website, HyperDC client area

The live chat lets you ask our team a question from any page of our website and the client area, without opening a support ticket. This guide shows how to start a chat, what the queue and the offline form mean, and how to end and rate a chat.

## Before you start

- **Find the chat button.** It sits at the bottom right of the page and reads **Chat with us**. On a phone in the client area, use **Chat** in the menu bar at the bottom of the screen. You can also press Ctrl K and choose **Chat with us** (see [search and keyboard shortcuts](/guides/search-and-keyboard-shortcuts)).
- **Have the details ready:** the service or domain your question is about, and the exact error message if there is one.
- **Never write passwords** or card details into the chat. If our team needs access to a server, they will tell you how to give it safely.

## Step 1: Open the chat

Select **Chat with us**. The chat window opens. Its header shows who answers and whether our team is online: **Online**, with the time our team typically takes to reply when there is enough data, or **Offline**, with the time we are back when the chat knows it.

On a computer you can move the window by its header and resize it from any edge. **Minimise chat** (the line icon) keeps the chat running in the background; the button then shows how many new messages arrived.

## Step 2: Write your first message

![The chat window before the first message: fields for your name, e-mail and message, guide suggestions below the message and the Start chat button](https://hyperdc.com/templates/hyperdc/img/docs/chat-with-us-live/start.en.webp "1 Your name, 2 your e-mail, 3 your message, 4 Start chat. Name and e-mail are optional during a live chat.")

1. **Your name** (optional) tells our team how to address you.
2. **E-mail** (optional while we are online) gets you a copy of the conversation. Signed-in clients do not see these fields: the chat already knows you.
3. **Message:** describe your question. While you type, the chat may suggest guides under **These guides may help**; they open in a new tab, so your text stays.
4. Select **Start chat** or press Enter. Shift + Enter starts a new line.

If you are signed in, you can also choose the **Related service**, and if our site lists more than one team, choose the **Department**.

**Verify:** your message appears on the right side of the window.

## Step 3: Wait for our team

If our team is busy, a banner shows your place in line and an estimate of the wait:

![The chat window with the banner "You are number 2 in line · about 2 min" above the conversation](https://hyperdc.com/templates/hyperdc/img/docs/chat-with-us-live/queue.en.webp "1 Your place in line and the estimated wait.")

As soon as someone takes your chat, their name appears in the header. You can keep browsing our site: the chat stays open on every page. While the window is minimised, a sound and a number on the chat button tell you that a reply arrived; in another browser tab, the tab title blinks. Turn the sound off in the chat menu (**⋯** › **Notification sound**).

## Step 4: Chat

![A conversation: the agent's name in the header, the typing dots, read ticks under your message and the message field](https://hyperdc.com/templates/hyperdc/img/docs/chat-with-us-live/conversation.en.webp "1 Who is answering, 2 the agent is typing, 3 your message was read, 4 write your reply here.")

- **Typing dots** show that an agent is writing.
- **Ticks** under your messages: one tick means sent, two ticks mean our team read it.
- **Helpful** and **Not helpful** (thumbs next to an answer) tell us whether an answer helped.
- **Insert emoji** (the smiley) and, when sending files is allowed, **Attach a file** (the paperclip) sit under the message field. See [send files and screenshots in chat](/guides/send-files-in-chat).
- If our team moves your chat to a colleague, a short note in the conversation says so, and the new name appears in the header.

> **Info**
>
> If our AI assistant answers your chat, its messages are marked **AI assistant**, and a box under the answer says that you are chatting with our AI assistant. Select **Talk to a person** there, or in the chat menu, at any time. If nobody from our team is online at that moment, the chat offers the message form of the next step instead.

## Step 5: Leave a message when nobody is online

When nobody from our team is online, the chat shows **Leave us a message** instead of the chat:

![The form Leave us a message with name, e-mail (required) and message, and the Send message button](https://hyperdc.com/templates/hyperdc/img/docs/chat-with-us-live/offline.en.webp "1 We reply to this address, 2 Send message.")

1. Enter your **E-mail** (guests must give one: our reply goes there) and your message.
2. Select **Send message**.

**Verify:** the chat shows **Message received** with a ticket number, and you receive the reply by e-mail. If you are signed in, the ticket also appears under **My Support Tickets** (see [support tickets](/guides/support-tickets)).

If you started a chat and nobody could answer for a while, the card **Nobody could answer yet** appears in the conversation. Select **Leave a message** to send your question as a message; the chat fills in what you already wrote.

## Step 6: End the chat and rate it

Select **End chat** (the ✕ in the header, or **⋯** › **End chat**) and confirm. Our team can also close a chat when your question is answered.

![The chat after it ended: Chat ended, the rating card with five stars and a comment field, and Send rating](https://hyperdc.com/templates/hyperdc/img/docs/chat-with-us-live/rating.en.webp "1 Choose 1 to 5 stars, 2 send your rating or skip it.")

1. Choose one to five stars under **How was your chat?** and add a comment if you like.
2. Select **Send rating**, or **Skip**.

> **Warning**
>
> Ending a chat clears it from the chat window, also on your other devices, and it does not come back. Our team keeps the conversation, so you can refer to it in a later chat or ticket. If you want your own copy, select **⋯** › **E-mail me this conversation** before you end the chat.

**Verify:** the chat shows **Chat ended**; **Start a new chat** opens an empty chat.

## Troubleshooting

**I do not see the chat button.** The chat may be switched off on that page or for guests. Sign in to the client area and look again, or [open a support ticket](/guides/open-a-support-ticket).

**The chat says "Please sign in to chat with us".** Our chat is open to signed-in clients only at the moment. Select **Sign in**.

**The banner says "Connection problem. Trying again…".** Your connection dropped. The chat retries by itself; messages that could not be sent show **Not sent** with **Retry**.

**The banner says "Your session has expired".** Select **Reload**. Your conversation is still there after the page loads.

## Next steps

- Continue the same chat on your phone or another computer: [continue a chat on another device](/guides/continue-a-chat-on-another-device).
- Send screenshots or log files: [send files and screenshots in chat](/guides/send-files-in-chat).
- For problems that need more time: [open a support ticket](/guides/open-a-support-ticket).

## Frequently asked questions

### Do I need an account to chat?

Usually not: guests can chat from every page. If the chat asks you to sign in, sign in to the client area and open it again.

### Do I have to give my e-mail address?

Only when you leave a message while nobody is online, so that we can reply. During a live chat it is optional; with it you can get a copy of the conversation.

### What happens to my message when nobody is online?

It becomes a support ticket. The confirmation shows its number, and our reply comes by e-mail. Signed-in clients also find it under their support tickets.

### Who answers me, a person or a bot?

People from our team. If our AI assistant answers a chat, its messages are marked AI assistant and you can select Talk to a person at any time.

### Can I see an earlier chat again after I ended it?

No. Ending a chat clears it from the chat window on every device. Ask for a copy with E-mail me this conversation before you end it.

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Source: <https://hyperdc.com/guides/support/chat-with-us-live>\
Updated: 2026-10-10