Sometimes the AI Benefits Consultant isn't the right place to go — you've got a platform problem, or you just want a person. If your employer has support chat enabled, you can reach the support team without leaving the chat.
Please note: support chat is available where your employer has enabled it. If you don't see the options below, the consultant will give you your HR team's contact details instead.
Who you'll be talking to
Two different assistants live in the same chat window, and it's worth knowing which is which:
- The AI Benefits Consultant — Zest's assistant. Answers questions about *your benefits*, from your employer's benefits content.
- Support — for problems with the platform itself. Support starts with a support assistant, which is also automated. If it can't resolve your issue, it passes you to a person on the support team.
So choosing support doesn't put you straight through to a human — it starts a support conversation, and a person joins when one is needed.
Starting a support conversation
- From the start. When you open the chat you'll be asked who you want to talk to, and you can choose support directly.
- Part-way through. If the consultant can't help, it will offer to transfer you. Choose ‘Yes’ to go across, or ‘No’ to carry on. If you say no and change your mind, a **‘Transfer to Support’** button stays in the chat — tap it whenever you like.
Choosing what to share
Before the transfer happens you're asked one question: whether to share your conversation so far, so you don't have to repeat yourself.
Say yes and support can see what you've already discussed. Say no and the support conversation starts fresh. Most people say yes; say no if your earlier questions were about something you'd rather not share. The transfer goes ahead either way.
Transferring is one-way. Once you've moved to support, that conversation stays with support. If you want the AI Benefits Consultant again afterwards, start a new chat.
During the conversation
A line in the chat marks the point where support took over, and the name at the top changes to show who you're talking to.
You can send and receive attachments — documents, forms, screenshots — both ways.
Outside opening hours. Support chat still opens, but a person can't join. You'll be offered the chance to leave a message; type it, and it's raised with the support team, who'll get back to you by email.
When the conversation ends. Support closes the conversation when your issue is resolved, and you'll see a message saying so. That chat stays closed — starting a new chat takes you back to the choice of who to talk to.
Afterwards
Support conversations stay in your ‘History’, labelled so you can tell them apart, and you can filter your history to show just support conversations.