{ "batch": "1094-remote-support-and-chat-what-it-is", "articles": [ { "id": "learn_r1094_remote_support_and_chat_what_it_is_remote_support_and_chat_what_it_1094_1", "category": "Getting Started", "title": "The unit of work, the payment flow, the platform fee cut, and the account requirements. Open the help centre or creator", "summary": "A single unit of work is defined as a test, which involves speaking out loud and providing an honest opinion about an app or website.", "body": "A single unit of work is defined as a test, which involves speaking out loud and providing an honest opinion about an app or website.\n\nWhat usertesting.com actually says:\n\n“Just have to remember to speak out loud and give your honest opinion about the app or site your are testing.”\n\nNote: Shift Board (topic queue): page from a source IMAGO's verified knowledge already used, fetched by the program, quote picked by omniroute:auto/claude-opus, checked word-for-word on the page by the program; tier/confidence set conservatively - the verify gate decides", "source_type": "research", "source_link": "https://www.usertesting.com/get-paid-to-test", "last_verified": "2026-10-23", "reliability": "STRONG PRACTICE", "source_tier": "B", "source_publisher": "usertesting.com", "evidence_quote": "Just have to remember to speak out loud and give your honest opinion about the app or site your are testing.", "volatility": "medium", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "Remote Support And Chat What It", "topic": "the unit of work, the payment flow, the platform fee cut, and the account requirements. Open the help centre or creator", "applies_to_country": "any", "tags": { "lane": "any", "stage": "any", "region": [ "any" ], "platform": "any", "topic": [ "unclassified" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_livechat_pricing_per_person_monthly", "category": "Getting Started", "title": "LiveChat: Money.pricing", "summary": "LiveChat charges $19 per person per month billed annually for the Starter plan, $49 for Team, and $79 for Business", "body": "LiveChat charges $19 per person per month billed annually for the Starter plan, $49 for Team, and $79 for Business\n\nWhat LiveChat (Text, Inc.) actually says:\n\n“Starter $19 /mo per person billed annually; Team $49 /mo per person billed annually; Business $79 /mo per person billed annually”\n\nNote: Pricing page lists plans per-person per-month billed annually; monthly billing is $25/$59/$89 respectively", "source_type": "official", "source_link": "https://www.livechat.com/pricing/", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "LiveChat (Text, Inc.)", "evidence_quote": "Starter $19 /mo per person billed annually; Team $49 /mo per person billed annually; Business $79 /mo per person billed annually", "volatility": "medium", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "LiveChat", "topic": "Money.pricing", "applies_to_country": "*", "tags": { "lane": "any", "stage": "running", "region": [ "any" ], "platform": "livechat", "topic": [ "money.pricing" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_livechat_agent_role_handbook", "category": "Getting Started", "title": "LiveChat: Access.signup", "summary": "LiveChat agents receive an invitation email or link, set a password, and configure their profile before receiving chats", "body": "LiveChat agents receive an invitation email or link, set a password, and configure their profile before receiving chats\n\nWhat LiveChat (Text, Inc.) actually says:\n\n“When you join your team on LiveChat®, you either receive an invitation email or an invitation link. Whether you click the Join the team button or click on the link, you're first asked to set up your password. Make sure it's secure, and save it. You'll need it to log into the LiveChat® Agent app.”\n\nNote: Agent handbook describes the onboarding flow for agents; no explicit ID verification requirement stated beyond account creation", "source_type": "official", "source_link": "https://www.livechat.com/agents-handbook/", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "LiveChat (Text, Inc.)", "evidence_quote": "When you join your team on LiveChat®, you either receive an invitation email or an invitation link. Whether you click the Join the team button or click on the link, you're first asked to set up your password. Make sure it's secure, and save it. You'll need it to log into the LiveChat® Agent app.", "volatility": "low", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "LiveChat", "topic": "Access.signup", "applies_to_country": "*", "tags": { "lane": "any", "stage": "setting_up", "region": [ "any" ], "platform": "livechat", "topic": [ "access.signup" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_livechat_concurrent_chat_limit", "category": "Getting Started", "title": "LiveChat: Rules.content", "summary": "LiveChat agents have a concurrent chat limit set by an admin, typically 3 for rookies and up to 6 for seasoned agents", "body": "LiveChat agents have a concurrent chat limit set by an admin, typically 3 for rookies and up to 6 for seasoned agents\n\nWhat LiveChat (Text, Inc.) actually says:\n\n“One such thing is the Concurrent chat limit. This is set in your Agent profile by an Admin on your team. Concurrent chat limit is the max number of chats you may be assigned at the same time. We usually recommend 3 concurrent chats for rookies and up to 6 for seasoned agents, but it can depend on many business-specific factors.”\n\nNote: This is a workflow recommendation, not a hard rule; actual limit depends on business configuration", "source_type": "official", "source_link": "https://www.livechat.com/agents-handbook/", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "LiveChat (Text, Inc.)", "evidence_quote": "One such thing is the Concurrent chat limit. This is set in your Agent profile by an Admin on your team. Concurrent chat limit is the max number of chats you may be assigned at the same time. We usually recommend 3 concurrent chats for rookies and up to 6 for seasoned agents, but it can depend on many business-specific factors.", "volatility": "low", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "LiveChat", "topic": "Rules.content", "applies_to_country": "*", "tags": { "lane": "any", "stage": "running", "region": [ "any" ], "platform": "livechat", "topic": [ "rules.content" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_zendesk_customer_agreement_payment", "category": "Getting Started", "title": "Zendesk: Money.payout", "summary": "Zendesk charges are non-cancelable and non-refundable; additional fees apply if customer exceeds pricing metrics; downgrades require 30 days' written notice", "body": "Zendesk charges are non-cancelable and non-refundable; additional fees apply if customer exceeds pricing metrics; downgrades require 30 days' written notice\n\nWhat Zendesk, Inc. actually says:\n\n“Charges are non-cancelable and non-refundable, except as expressly stated in this Agreement. Additional fees will apply if Customer exceeds applicable pricing metrics in the Order Form or the limits in the Storage Limits Policy. Customer cannot downgrade its Service Plan or reduce the applicable pricing metric (such as the number of Agents) during a Subscription Term. A Customer seeking any such downgrade or reduction for a future term must give 30 days' written notice of such changes prior to the end of the current Subscription Term to revops@zendesk.com.”\n\nNote: Zendesk is a B2B customer service platform; no 'creator payout' model — charges are B2B subscription fees", "source_type": "official", "source_link": "https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "Zendesk, Inc.", "evidence_quote": "Charges are non-cancelable and non-refundable, except as expressly stated in this Agreement. Additional fees will apply if Customer exceeds applicable pricing metrics in the Order Form or the limits in the Storage Limits Policy. Customer cannot downgrade its Service Plan or reduce the applicable pricing metric (such as the number of Agents) during a Subscription Term. A Customer seeking any such downgrade or reduction for a future term must give 30 days' written notice of such changes prior to the end of the current Subscription Term to revops@zendesk.com.", "volatility": "medium", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "Zendesk", "topic": "Money.payout", "applies_to_country": "*", "tags": { "lane": "any", "stage": "running", "region": [ "any" ], "platform": "zendesk", "topic": [ "money.payout" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_zendesk_suspension_breach", "category": "Getting Started", "title": "Zendesk: Rules.enforcement", "summary": "Zendesk may suspend Customer access if fees are 30+ days overdue, if use violates applicable law, or if Customer breaches Section 2.1(ii) or 2.1(v)", "body": "Zendesk may suspend Customer access if fees are 30+ days overdue, if use violates applicable law, or if Customer breaches Section 2.1(ii) or 2.1(v)\n\nWhat Zendesk, Inc. actually says:\n\n“Zendesk may limit or suspend Customer's access to the Services if: (i) Customer disrupts or creates a security risk to the Services; (ii) Zendesk reasonably believes Customer's use of the Services violates applicable law or suspension is requested by a government authority; (iii) subject to Section 4.3, Customer's fees owed to Zendesk are 30 days or more overdue; (iv) Customer purchases the Services through a Reseller, and either Customer fails to pay fees owed to the Reseller or the Reseller fails to pay fees owed to Zendesk; or (v) Zendesk reasonably determines that suspension is necessary to avoid material harm to Zendesk, its Affiliates, or customers.”\n\nNote: Suspension includes removing or disabling Agents, Service Data, or other content", "source_type": "official", "source_link": "https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "Zendesk, Inc.", "evidence_quote": "Zendesk may limit or suspend Customer's access to the Services if: (i) Customer disrupts or creates a security risk to the Services; (ii) Zendesk reasonably believes Customer's use of the Services violates applicable law or suspension is requested by a government authority; (iii) subject to Section 4.3, Customer's fees owed to Zendesk are 30 days or more overdue; (iv) Customer purchases the Services through a Reseller, and either Customer fails to pay fees owed to the Reseller or the Reseller fails to pay fees owed to Zendesk; or (v) Zendesk reasonably determines that suspension is necessary to avoid material harm to Zendesk, its Affiliates, or customers.", "volatility": "medium", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "Zendesk", "topic": "Rules.enforcement", "applies_to_country": "*", "tags": { "lane": "any", "stage": "trouble", "region": [ "any" ], "platform": "zendesk", "topic": [ "rules.enforcement" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_intercom_terms_payment_dispute", "category": "Getting Started", "title": "Intercom: Money.payout", "summary": "Intercom requires payment within 30 days of invoice; late payments incur a service charge of 1.5% per month or the maximum rate permitted by law, whichever is less", "body": "Intercom requires payment within 30 days of invoice; late payments incur a service charge of 1.5% per month or the maximum rate permitted by law, whichever is less\n\nWhat Intercom, Inc. actually says:\n\n“All fees are as set forth in the applicable Order Form and will be paid by Customer within thirty (30) days of invoice, unless (a) Customer is paying via a Recurring Payment Method (as defined below) or (b) otherwise specified in the applicable Order Form. Any late payments will be subject to a service charge equal to 1.5% per month of the amount due or the maximum amount allowed by law, whichever is less.”\n\nNote: Intercom is a B2B customer messaging platform; fees are per Order Form, no flat percentage cut stated", "source_type": "official", "source_link": "https://www.intercom.com/legal/terms-and-policies", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "Intercom, Inc.", "evidence_quote": "All fees are as set forth in the applicable Order Form and will be paid by Customer within thirty (30) days of invoice, unless (a) Customer is paying via a Recurring Payment Method (as defined below) or (b) otherwise specified in the applicable Order Form. Any late payments will be subject to a service charge equal to 1.5% per month of the amount due or the maximum amount allowed by law, whichever is less.", "volatility": "medium", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "Intercom", "topic": "Money.payout", "applies_to_country": "*", "tags": { "lane": "any", "stage": "running", "region": [ "any" ], "platform": "intercom", "topic": [ "money.payout" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_intercom_suspension_30days", "category": "Getting Started", "title": "Intercom: Rules.enforcement", "summary": "Intercom may suspend Customer's access if account is 30+ days overdue or if use violates the Acceptable Use Policy", "body": "Intercom may suspend Customer's access if account is 30+ days overdue or if use violates the Acceptable Use Policy\n\nWhat Intercom, Inc. actually says:\n\n“If Customer's account is thirty (30) days or more overdue, in addition to any of its other rights or remedies (including but not limited to any termination rights set forth herein), Intercom reserves the right to suspend Customer's access to the applicable Service (and any related services) without liability to Customer until such amounts are paid in full. Intercom also reserves the right to suspend Customer's access to the Services, without liability, if Customer's use of the Services is in violation of the AUP or this Agreement.”\n\nNote: AUP is Intercom's Acceptable Use Policy at https://intercom.com/acceptable-use-policy", "source_type": "official", "source_link": "https://www.intercom.com/legal/terms-and-policies", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "Intercom, Inc.", "evidence_quote": "If Customer's account is thirty (30) days or more overdue, in addition to any of its other rights or remedies (including but not limited to any termination rights set forth herein), Intercom reserves the right to suspend Customer's access to the applicable Service (and any related services) without liability to Customer until such amounts are paid in full. Intercom also reserves the right to suspend Customer's access to the Services, without liability, if Customer's use of the Services is in violation of the AUP or this Agreement.", "volatility": "medium", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "Intercom", "topic": "Rules.enforcement", "applies_to_country": "*", "tags": { "lane": "any", "stage": "trouble", "region": [ "any" ], "platform": "intercom", "topic": [ "rules.enforcement" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_usertesting_subscription_payment_terms", "category": "Getting Started", "title": "UserTesting: Money.payout", "summary": "UserTesting fees are non-cancelable and non-refundable, payable within 30 days of invoice; overdue amounts accrue interest at 1.5% per month or the maximum rate permitted by law, whichever is less", "body": "UserTesting fees are non-cancelable and non-refundable, payable within 30 days of invoice; overdue amounts accrue interest at 1.5% per month or the maximum rate permitted by law, whichever is less\n\nWhat UserTesting, Inc. actually says:\n\n“Unless otherwise stated in this Agreement or an Order, all Fees are non-cancelable and non-refundable and payable in U.S. Dollars within thirty (30) days of invoice. If Customer fails to pay an undisputed amount when due, then UserTesting may, upon notice and a reasonable opportunity to cure, suspend Customer's access to the Products and provision of the Services until payment is received. Overdue amounts shall accrue interest at the lesser of the maximum rate permitted by applicable law or 1.5% per month and Customer will be responsible for reasonable costs of collection to the permitted by law.”\n\nNote: UserTesting is a user research platform, not a remote support/chat platform in the traditional sense; included per batch scope", "source_type": "official", "source_link": "https://www.usertesting.com/terms", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "UserTesting, Inc.", "evidence_quote": "Unless otherwise stated in this Agreement or an Order, all Fees are non-cancelable and non-refundable and payable in U.S. Dollars within thirty (30) days of invoice. If Customer fails to pay an undisputed amount when due, then UserTesting may, upon notice and a reasonable opportunity to cure, suspend Customer's access to the Products and provision of the Services until payment is received. Overdue amounts shall accrue interest at the lesser of the maximum rate permitted by applicable law or 1.5% per month and Customer will be responsible for reasonable costs of collection to the permitted by law.", "volatility": "medium", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "UserTesting", "topic": "Money.payout", "applies_to_country": "*", "tags": { "lane": "any", "stage": "running", "region": [ "any" ], "platform": "usertesting", "topic": [ "money.payout" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_usertesting_incentive_processing_fee", "category": "Getting Started", "title": "UserTesting: Money.fees", "summary": "UserTesting charges up to 5% in processing fees on Participant Incentives distributed through the User Interviews platform", "body": "UserTesting charges up to 5% in processing fees on Participant Incentives distributed through the User Interviews platform\n\nWhat UserTesting, Inc. actually says:\n\n“UI will bill Customer for reimbursement of the full amount of the Incentive plus up to 5% in processing fees (unless otherwise set forth in the Order).”\n\nNote: Section 7.4(a) of UserTesting Subscription Agreement; applies only to Incentives distributed through the UI Platform", "source_type": "official", "source_link": "https://www.usertesting.com/terms", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "UserTesting, Inc.", "evidence_quote": "UI will bill Customer for reimbursement of the full amount of the Incentive plus up to 5% in processing fees (unless otherwise set forth in the Order).", "volatility": "low", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "UserTesting", "topic": "Money.fees", "applies_to_country": "*", "tags": { "lane": "any", "stage": "running", "region": [ "any" ], "platform": "usertesting", "topic": [ "money.fees" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_userinterviews_researcher_terms_payment", "category": "Getting Started", "title": "User Interviews: Money.payout", "summary": "User Interviews Researcher Terms require payment within 30 days of invoice; overdue balances incur 1.5% per month interest or the maximum rate permitted by law", "body": "User Interviews Researcher Terms require payment within 30 days of invoice; overdue balances incur 1.5% per month interest or the maximum rate permitted by law\n\nWhat User Interviews, Inc. actually says:\n\n“Customer will pay all invoices within 30 days of the date of receipt or as set forth in the Order Form. If any undisputed Fees remain unpaid more than 30 days after the due date, in addition to UI's right to other remedies available under law, UI may: (i) charge an interest for late payment equal to the lesser of 1.5% per month on any outstanding balance or the maximum amount permitted by law; (ii) suspend Customer's access to the Services in accordance with Section 1.4 (Suspension); and/or (iii) terminate this Agreement in accordance with Section 7.2 (Termination for Cause).”\n\nNote: Researcher Terms effective July 1, 2025; User Interviews is now part of UserTesting, Inc.", "source_type": "official", "source_link": "https://www.userinterviews.com/legal/terms-and-conditions", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "User Interviews, Inc.", "evidence_quote": "Customer will pay all invoices within 30 days of the date of receipt or as set forth in the Order Form. If any undisputed Fees remain unpaid more than 30 days after the due date, in addition to UI's right to other remedies available under law, UI may: (i) charge an interest for late payment equal to the lesser of 1.5% per month on any outstanding balance or the maximum amount permitted by law; (ii) suspend Customer's access to the Services in accordance with Section 1.4 (Suspension); and/or (iii) terminate this Agreement in accordance with Section 7.2 (Termination for Cause).", "volatility": "medium", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "User Interviews", "topic": "Money.payout", "applies_to_country": "*", "tags": { "lane": "any", "stage": "running", "region": [ "any" ], "platform": "userinterviews", "topic": [ "money.payout" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_userinterviews_cancellation_fee", "category": "Getting Started", "title": "User Interviews: Money.fees", "summary": "User Interviews may charge a cancellation fee not to exceed 25% of the Incentive amount if a Recruit Participant is canceled after scheduling and not rescheduled", "body": "User Interviews may charge a cancellation fee not to exceed 25% of the Incentive amount if a Recruit Participant is canceled after scheduling and not rescheduled\n\nWhat User Interviews, Inc. actually says:\n\n“If Customer cancels a Recruit Participant after that Recruit Participant has been scheduled and does not reschedule such Participant for the same Project, UI reserves the right to charge Customer a cancellation fee (not to exceed 25% of the Incentive amount offered for the relevant Research Session), which UI will distribute to such Participant.”\n\nNote: Section 6.4 of Researcher Terms; also applies Recruit Fee for Pay As You Go plans", "source_type": "official", "source_link": "https://www.userinterviews.com/legal/terms-and-conditions", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "User Interviews, Inc.", "evidence_quote": "If Customer cancels a Recruit Participant after that Recruit Participant has been scheduled and does not reschedule such Participant for the same Project, UI reserves the right to charge Customer a cancellation fee (not to exceed 25% of the Incentive amount offered for the relevant Research Session), which UI will distribute to such Participant.", "volatility": "low", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "User Interviews", "topic": "Money.fees", "applies_to_country": "*", "tags": { "lane": "any", "stage": "running", "region": [ "any" ], "platform": "userinterviews", "topic": [ "money.fees" ], "explicitness": "any" } }, { "id": "learn_r1094_remote_support_and_chat_what_it_is_livechat_chat_definition_session", "category": "Getting Started", "title": "LiveChat: Craft.posting", "summary": "A LiveChat session (chat) is initiated when a customer sends a message in the Chat Widget on the company website, on the chat page, or in the company's mobile app", "body": "A LiveChat session (chat) is initiated when a customer sends a message in the Chat Widget on the company website, on the chat page, or in the company's mobile app\n\nWhat LiveChat (Text, Inc.) actually says:\n\n“Chats are started by the customer. The customer can send a message in the Chat Widget on your company's website, on the chat page, or in your company's mobile app, if the Chat Widget has been implemented there.”\n\nNote: Chats can also come from chat transfers from colleagues; LiveChat lets agents invite customers proactively via targeted messages", "source_type": "official", "source_link": "https://www.livechat.com/agents-handbook/", "last_verified": "2026-10-01", "reliability": "STRONG PRACTICE", "source_tier": "A", "source_publisher": "LiveChat (Text, Inc.)", "evidence_quote": "Chats are started by the customer. The customer can send a message in the Chat Widget on your company's website, on the chat page, or in your company's mobile app, if the Chat Widget has been implemented there.", "volatility": "low", "from_batch": "1094-remote-support-and-chat-what-it-is", "subject": "LiveChat", "topic": "Craft.posting", "applies_to_country": "*", "tags": { "lane": "any", "stage": "running", "region": [ "any" ], "platform": "livechat", "topic": [ "craft.posting" ], "explicitness": "any" } } ] }