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Kolmeo Support

Kolmeo is here to help! If you need assistance, reach out to our friendly Customer Support team.

Table of contents

    🍏 This article is for Agency Staff only. If you are an Owner or a Tenant, please reach out to your Property Manager for assistance.

    How to contact Customer Support via Kolmeo

    ℹ️ Contact us via the live chat through Kolmeo. You'll be prompted to answer a few questions through our bot (Betty). Our response times are typically 3-4 business hours (but often faster), and you will always be sent through to a human after completing the few Betty Bot questions.

    Looking for a help article? These can be found at help.kolmeo.com, or, ask Kleo a question from within Kolmeo - Kleo has access to our entire knowledge base and can give you a straight forward, step by step response.

    Not seeing our full article collection in help.kolmeo.com when already logged in to Kolmeo? Click on Sign in - you'll automatically be logged in and have access to our full knowledge base collection.

    How to start a new chat

     

    ❗ Provide as much detail as possible. The prompts are there to guide you to provide the information we require to assist you with as little back and forth as possible. Providing screenshots & screen recordings for any issues you are encountering will help us identify the issue faster.

    Please ensure all questions are answered in order for your ticket to be submitted.

    1. In Kolmeo, click on the Live Chat icon on the bottom right-hand side of your screen to open
    2. Click on the Conversation icon to start a new message, or click on an existing conversation to open and review or add additional details
    3. Select one of the conversation starters and follow Betty Bot's prompts
      ℹ️ You can navigate around the Kolmeo platform whilst keeping the live chat screen open. Attach any documents, emojis and GIFs to the chat as required by clicking the icons in the message box

    🍏 Our team have received your enquiry and will assist you as soon as possible. You'll be able to view the status of your enquiry in your live chat messenger:

    • In Progress: We're currently working on your enquiry
    • Waiting on you: We've responded to your enquiry requesting further information
    • Resolved: We've responded to your enquiry and the issue is Resolved

    ❗ Once your chat has been closed it can no longer be re-opened. Start a new chat if you need any additional assistance. An email will be sent to you with the conversation history, so you can refer back at any time. It will also remain in your chat bot history.

    💡 Handy hints

    • Click & drag the grid icon to move the chat across the page, making visible any hidden information you need to see
    • Click on the paperclip icon to add an attachment
    • Click on the screen capture icon for a screenshot of the entire screen to be added to the chat

    How to contact Customer Support via email

    To contact Kolmeo Customer Support when you aren't able to login to Kolmeo, send us an email at help@kolmeo.com.