Skip to main content

Enhanced Live Chat Support

July 30, 2025

Pantheon has deployed a new live chat support experience which unifies our backend infrastructures for Live Chats and Support Tickets.

Key Changes

  • Faster support: Combining the backends for tickets and chats means quicker routing and less waiting.
  • Improved consistency: Support engineers now have stronger context and continuity for conversations across chat and ticket histories.
  • Transcripts: Chat transcripts are no longer available self-serve by the widget, but can be provided upon request.

What to Expect During the Transition

  • No interruptions: Users will not experience any interruption in accessing live chat support during this transition.
  • Chat history: All chats from the last 30 days prior to the transition will be moved to tickets.