The Support Messenger is the chat window you use to reach the Playground Support team and Fin, our AI agent. This guide covers how to open and close it, find past conversations, clear unread notifications, and download a copy of your conversation.
🚨 This article is about the Support Messenger, not Playground Chat. The Support Messenger is only for talking with the Playground Support team. To message families, staff, or teachers at your school, use the Chat tab instead. Learn more in Chat for Administrator.
Open the Support Messenger
On Web
Click the Support button in the top right corner of the screen.
Under Get technical support, click Start a chat next to Chat with our support team.
This will open the Messenger.
Click the "X" in the top right hand corner of the support windown to close it. This will prevent your screen from getting too cluttered.
💡 You can also open the Messenger by clicking the blue chat bubble in the bottom corner of the screen.
On Mobile
Tap the menu icon in the top left-hand corner of your screen.
Scroll to the bottom of the window and tap Support.
Manage Chats with the Support Team
Once you have the Messenger open, you will be able to start a new chat with the team, view previous chats, and download chat transcripts so you can send them to others if you need.
Start a New Chat
Open the Messenger in the bottom left corner of your screen.
If your Messenger opens on the Home tab, scroll down a bit and click Ask a question.
If your Messenger opens on the Messages tab, click the blue Ask a question button.
Type your question into the chatbox.
Click the Paperclip icon to add an attachement.
Click the Smiley face icon to add an emoji.
Click the GIF icon to add a GIF.
Click the Microphone icon to talk instead of type.
You may need to grant Playground access to use your microphone.
💡 Need more room to read a long answer? Click the three dots (. . .) at the top of a conversation and select Expand window to make the Messenger larger. Click the three dots again and select Collapse window to make it smaller.
View Previous Chats
Open the Messenger and click into the Messages tab.
Select a specific chat to view it.
If a chat is marked as unread (unread chats have a red dot next to them), selecting it will mark it as read.
Download Chat Transcripts
While clicked into a chat within the Messenger, select the three dots in the top right-hand corner of the window.
Click Download transcript to download the chat to your computer.
🚨 Transcripts can only be downloaded from a web browser.
Close the Support Messenger
Closing the Messenger window doesn't end or delete your conversation. It simply hides the window so you can get back to work. Your conversation stays saved in the Messages tab.
When the Messenger is open, click the "X" in the top right corner of the Messenger window, or click the blue arrow in the bottom left corner of your screen.
FAQs
How do I get a copy of my conversation with Support?
How do I get a copy of my conversation with Support?
Open the conversation from the Messages tab on web.
Click the three dots (. . .) in the top right corner of the conversation.
Click Download transcript.
Where can I find a conversation I had with Support last week?
Where can I find a conversation I had with Support last week?
Open the Support Messenger.
Go to the Messages tab. Your conversations are listed from most recent to oldest, each with a short title describing the topic.
Click the conversation to view it or reply. Replying to a closed conversation reopens it with the Support team.
Is the Support Messenger the same as Playground Chat?
Is the Support Messenger the same as Playground Chat?
No. The Support Messenger is only for talking with Fin and the Playground Support team.
Playground Chat, found in the Chat tab, is for messaging families, staff, and teachers at your school. Its settings, notifications, and transcripts are managed separately.