Ask a follow-up
Once Support Advisor has answered, the form at the bottom of the tab becomes a chat box. Type a message and click Send, or press Enter. Shift+Enter starts a new line.
Use it to:
- Refine the answer: “make the email shorter”, “friendlier please”, “drop the second step”.
- Report what happened: “the reboot didn’t help”. Support Advisor will not suggest a step again once you have said it failed.
- Add what you found: “the event log shows error 0x80070005”.
Support Advisor takes the latest three earlier answers of the conversation into account. A direction you gave earlier holds until you replace it. It adds nothing your history or the web does not support.
Reply in an older conversation
Section titled “Reply in an older conversation”An older answer, expanded, offers Reply in this conversation. The chat box then shows Replying in: with that conversation’s task or first message. Click the × to go back to the newest conversation.
The shared draft
Section titled “The shared draft”What you type in the chat box is a draft shared with everyone who has the ticket’s Support Advisor tab open, and it survives a reload. Sending clears it for everyone. It is never written to the ticket.
Limits
Section titled “Limits”A message can be up to 1,000 characters, and you cannot send while the conversation’s previous message is still being answered.