Live Chat

Live Chat allows you to quickly and efficiently ask questions and solve problems with the help of our client support team. Live Chat gives you a real-time alternative to using our traditional platforms such as email, eHelp, and Help lines.  You can start a conversation during Chat business hours while using Spectra AV applications and if applicable, can include links, files, and images to help identify and solve problems more quickly.  

Where can I find the Chat Feature?

A CHAT tab can be found on the right edge of any Spectra AV window.

Exception: The CHAT tab does not display inside applets.  To use Chat, minimize the applet then click the CHAT tab on the dashboard.

How Does CHAT Work?

1. Click the CHAT tab to open the Chat portal and display the CONTACT US window.
2. Type your email address in the Your Email field.  Once entered, your email will automatically default into this field each time you use CHAT.
3. From the Request Chat With drop-down list, select one of the following areas:  

• Select AV Media for AV Print|Interactive|OOH|Media Accounting
• Select Production/BrandOcean/Aura for AV Production and AdClock
• Select Finance for AV Financials

4. Type your question in the Your Question box.
5. Click CHAT WITH US.   

Note: If support specialists are temporarily unavailable, you will see an EMAIL US button instead of a CHAT WITH US button.   Emails will be immediately answered as soon as support specialists become available.

6. A LET’S CHAT window displays along with a “Just a moment” message to let you know a member of the support team is preparing to chat.  
7. When ready to chat, the name of the support specialist who will be assisting you displays along with their greeting.   
8. Type your message/response in the Message box then click SEND.  
9. A series of moving grey dots display beside the support specialist’s name to let you know a response is being typed.
10. Continue chatting until a resolution is reached.
11. Afterwards, the support specialist will disconnect the session.
12. Once the session is disconnected, you will receive an email from Mediaocean Support recapping the conversation and providing a link to add any additional comments.  

When is CHAT Available?

Your live chat support team is available during the following business hours.     

• All Media, Technical: 9 am to 7 pm Eastern Time
• Finance, Canadian Spot: 9 am to 5 pm Eastern Time

When CHAT is offline, the CHAT tab switches to a HELP tab.  This allows you to continue to get help from Mediaocean Support when CHAT is unavailable.  

1. Click the HELP tab to open the Chat portal and display the CONTACT US window.
2. Complete contact information as described in the “How Does Chat Work” section.
3. Click EMAIL US.
4. Emails will be answered during client support business hours.  

How do I attach links, files, and images?    

During a chat, you may need to include an attachment.

1. If an attachment is needed, your support specialist will include a Drop Box in the conversation.  
2. Click <Browse> to locate and upload your file.
3. When uploaded, your file will display in the attachment box.