Get the answers you need now with Chat
ChatbotSave time with Chatbot, your Virtual Assistant
Live Agent ChatChat with a Customer Service Representative
What can Chat do for you?
Connect with Us 24/7
Using our chat begins with chatbot, your personal virtual assistant that can answer many of our customers' most common questions.
RESET YOUR PASSWORD
Quickly reset your password without hunting around in your account settings.
VIEW YOUR ACCOUNT BALANCE
Find out what your account balance is with just a few clicks.
View Your Payment Status
Not sure if you made a payment already? Chatbot can quickly let you know where you stand.
FIND YOUR ACCOUNT NUMBER
Little to No Wait Time
Chatbot is always available and can answer our customer's most commonly asked questions 24/7. You may experience a short wait to chat with an agent during live chat hours.
EASY TO FIND
You can start a chat in the lower right-hand portion of your screen on any computer or device. Just click on the speech bubble with the three dots to start your chat. In the mobile app, click "Chat with us" under the Contact & Support menu.
Other Ways to Manage Your Account
Popular Links
Frequently Asked Questions
How can I start a chat?
To start a chat on the website, click on the blue speech bubble with three dots in the lower right-hand portion of any webpage on our site.
To start a chat on our mobile app, you must log in, then click "Chat with us" under the Contact & Support menu.
Thank you for your response.
What types of questions can the automated chatbot answer?
The bots have been designed to answer the basic questions and inquiries of customers such as, but not limited to:
- Account Balance Inquiry
- Different Ways to Pay their Bill
- Understanding Bill Charges
- Financial Support
Thank you for your response.
Do I have to be logged in to use chat?
You do not have to be logged in to use chat on our website although some questions cannot be answered until you log in or authenticate yourself using JITA (just in time authentication). When needed, the virtual assistant will direct you to log in.
To access chat on our Mobile App, you must log in to use our chat feature.
Thank you for your response.
Is there a wait time with the chatbot/virtual assistant?
There is no hold time to "talk" to our Virtual Assistant.
Thank you for your response.
What is the difference between Chatbot (Virtual Assistant) and Live Chat?
When you launch chat, you will, by default, be "talking" to an automated chatbot. Chatbot uses keywords to look up answers in our extensive database. To get the best user experience, when engaging with the virtual assistant, try using the “main menu” items or typing in simple, short phrases. For example, if you’re looking for options to pay your bill, by simply typing “pay my bill,” chatbot will give you options for paying.
Thank you for your response.
During what hours is a Live Agent available to chat?
During certain hours, Customer Service Representatives (CSRs) are available to chat, real-time. Live agents are available Tuesday – Friday, 9 a.m. to 3 p.m. CST. As you use the Virtual Assistant, if you see any “Chat with Agent” buttons, that means an agent is available to support you. You can also simply type "agent" in your chat window. Agents are not available outside of the specified hours.
Thank you for your response.
What area(s) of the site will chatbot direct me to?
Our chatbot has been designed to direct customers to the right place on our websites to do things such as, but not limited to:
- Paying their Bill
- Enrolling in Programs (paperless, autopay, budget plan, alerts etc.)
- Seeking Financial Assistance
- Managing Account & Profile
Thank you for your response.
I tried to chat with an agent during live chat hours. Why is no one available?
Live chat could be closed during the specified chat hours and days due to the following reasons but not limited to:
- The call center is experiencing a high call volume day and need to provide all possible resources towards answering customer calls.
- It is the day after a holiday and we’re expecting it to be a high call volume day.
- The team is experiencing technical difficulties and trying to resolve it as soon as possible.
Thank you for your response.
Is there a wait time to chat with a customer service representative?
There is a possibility that you may need to wait for a
live agent if they are all busy talking to other customers who were in
line before you. Once placed in queue, you will receive an estimated wait
time.
Thank you for your response.
How do I end my chat?
Click the "X" in the upper right-hand part of the chat
window, then click the "Confirm End Chat" button.
Thank you for your response.
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