<aside> <img src="/icons/list_gray.svg" alt="/icons/list_gray.svg" width="40px" /> Table of Contents

• Super Admin
• Loan Officer
• Loan Officer Assistant
• Branch Manager
• Borrower Journey
• Partner Journey
• Processing Manager

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→Video Guide Here

Overview

The Support feature in MLOFLO allows Super Admin to report issues and seek assistance directly from the platform. It provides a streamlined way to communicate problems and get timely support.

MLOFLO offers a streamlined process for users to seek support, starting with the chatbot for quick answers and escalating to a support ticket system for unresolved issues. Below are detailed steps to guide you through the support process:

Step 1: Chat with the Support Bot

1. Log In:
   • Ensure you are logged into your MLOFLO account.
2. Locate the Chatbot:
   • On the bottom-right corner of the page, you’ll see the chatbot icon.
   • Click on the chatbot icon to open the chat window.
3. Start Chatting:
   • Type your queries or concerns in the chatbox.
   • The bot will provide answers and attempt to resolve your issues.
4. Evaluate the Bot’s Response:
   • If your issue is resolved, no further action is required.
   • If you are not satisfied with the chatbot's responses or your query remains unresolved, proceed to Step 2 to escalate the issue.

Step 2: Create a Support Ticket

If the chatbot cannot resolve your issue, you can escalate it by creating a support ticket. Follow these steps:

1. Access the Support Button:
   • On the left-side menu, scroll to the bottom and click on the Support button.
2. Redirect to Support Form:
   • Clicking on the Support button will redirect you to an Asana Support Form where you can report bugs or issues.
3. Fill Out the Support Form:

   • The support form includes several fields. Fill them out with detailed information as follows:

     a. Name - Enter your full name in the field labeled Name.

     b. Email - Provide your email address in the field labeled Email. Ensure it's the one linked to your MLOFLO account for better tracking.

     c. Subject - Briefly summarize your issue in the Subject field.

     d. Describe Your Issue

     • In the Describe Your Issue field, provide as much detail as possible, including:
       • What action or process you were performing when the issue occurred.
       • The specific functionality, feature, or page related to the issue.
       • Steps to reproduce the issue.
       • Any error messages or unexpected results you encountered.

     e. URL - If applicable, copy and paste the URL of the page where the issue occurred.

     f. Browser Details - Mention the browser you were using (e.g., Chrome, Firefox, Edge) when the issue occurred.

     g. Attach Supporting Files (Optional)

     • If you have screenshots, videos, or other files that can help explain the issue, attach them using the Attach Files section.
     • Drag and drop the files into the designated area, or click to browse and upload.
4. Submit the Support Form:
   • Review all the details you’ve entered.
   • Once completed, click Submit to send the form to the support team.

What Happens Next?

• The support team will review your ticket and respond to you via the email address you provided.
• You can expect follow-ups to resolve your issue or requests for additional information if necessary.

Important Notes

• Be as detailed as possible: Clear and thorough information helps the support team address your issue faster.
• Attach files when applicable: Screenshots or videos can significantly help clarify your issue.
• Wait time: Once a ticket is submitted, allow the support team some time to investigate and respond.

By following these steps, you can efficiently seek support and ensure your issues are addressed promptly. Let me know if you need further clarification!