Do you need assistance with a Live meeting? We're here to help!

Any PublicInput admin who is logged in to PublicInput.com can contact us via chat using the chat button in the bottom right corner of any page, including from the live meeting page.


How do I reach Support in an emergency?

First, log in to PublicInput.com.
Then, click the chat bubble in the bottom right corner of the screen:

Select the "I need help with a virtual public meeting" option to speak with a live Technical Support Representative:

Please answer the prompts to share your meeting link and credentials so the Support team can begin troubleshooting.

Please note, some questions are automated.
Responding to these questions with the link to your meeting page and details about the issue you are having will help our Technical Support Rep assist you faster.


Chat Support is available Monday through Friday*

9 AM – 8 PM EST

(PublicInput is based out of Raleigh, NC)

8 AM – 7 PM CST

7 AM – 6 PM MST

6 AM – 5 PM PST

*CLOSED for most Federal Holidays

We always strive to assist you as quickly as possible, and aim to respond to incoming chat messages in 5 minutes or less.


We prioritize virtual public meetings above all other requests to ensure your meeting is connected and working as it should.

Be sure to check the in-chat notification for upcoming *holiday hours or closures.

You can still submit a support request when the Support Team is out of office. A Support Representative will respond to your request as quickly as possible. Please provide any details that will help them in assisting you!


Frequently Asked Questions

Question

Answer

Q: "Who can contact support during a meeting?"

A: Anyone with PublicInput admin permissions can login and contact Support via chat using the chat button in the bottom right corner of any page, including the live meeting page.

Q: "Who on my team should reach out for help?"

A: Anyone moderating the meeting can reach out for assistance via chat. It's best to designate 1 person to reach out so that we don't have too many support chats going for the same issue, and we don't inadvertently undo each other's changes.

Q: "Is there a direct phone line available?"

A: There isn't a direct phone line to support, but we do have a direct chat. Chat is usually best because we can ask for the meeting links and check out your meeting. You can also send us the Webex/Zoom invite for us to jump in and troubleshoot with you, which is the easiest way for us to see what's going on and fix it.

Q: "How soon should I expect a response?"

Chat services are available from 9am-8pm EST, we usually answer chat requests in under 2 minutes! Our target is under 5 minutes.

Q: Is there a way to get a “human” more directly on the chat when you are in an emergency?

A: Yes - our automated chat bot asks a few quick questions so that we can prioritize your help request. Clicking the chat button and choosing "Virtual Public Meeting" will make your request our top priority. A human support team member takes over after 1-3 initial questions, such as the meeting link and any info we need to troubleshoot.

Q: "Is there a Support number that I can call?"

A: Our support staff can assist you via phone if that is your preference, however, jumping into the meeting with you to troubleshoot is our best option for fastest communication and assistance. Just send your meeting credentials.

Q: Does PublicInput have a “quick” technical issue checklist?

We have the Meeting Coach to guide you through common mistakes on the live meeting page, and we recommend keeping our support articles open alongside your meeting until you're comfortable with running and troubleshooting a meeting on your own.

Q: Can meetings just be adjusted to go over 4 hours? Why the limit?

Our phone infrastructure provider, Twilio, limits single phone call connections to 4 hours. The limit is actually with the phone-handling service itself, not within PublicInput.

You can find articles that will help you set up your meetings here:

Meetings, events, and live streaming

You can find our academy course for virtual public meetings here:

Virtual public meeting academy


Related Articles:
How do I reach out to Support for help?

Troubleshooting issues in PublicInput

Meetings, events, and live streaming help articles

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