Live chat is a real-time, two-way communication channel, available through Adviser Online. It allows you to connect with one of our consultants and get assistance on a wide range of topics relating to your clients’ accounts.
To get the most out of your chat experience and avoid delays, we’ve included some helpful tips below.
Live chat is available Monday to Friday, 8:00am to 7:00pm (AEST/AEDT) time (excluding public holidays). During this time, the Live chat button is displayed when a consultant is online and available to chat with you.
To get the most out of your chat experience and avoid delays:
To start a live chat:
You can also start a live chat from the Manage payments page or from Request Centre by following the steps below:
Please don’t share any sensitive information, such as your password, on live chat.
Browser notifications are messages that are displayed when you’re in an active live chat with a consultant and they send you a message. If you navigate away from the Adviser Online tab but stay in the same browser, you’ll receive a notification for any new messages received from a live chat consultant.
Find out how to:
If you’ve blocked the request for browser notifications in the notification pop-up, follow the steps below to re-enable it.
In your browser’s address bar:
If you use the Safari browser:
When you enable notifications, they'll only be enabled for that specific browser. If you use multiple browsers to access Adviser Online, for example Google Chrome and Safari, you’ll need to enable notifications separately, in each browser. If you've enabled notifications, but you use private browsing windows, for example Google Chrome Incognito, the browser notifications will not be presented.
If you’ve previously enabled notifications, but would now like to turn these off, follow the steps below.
In your browser’s address bar:
If you use the Safari browser:
If you have allowed notifications for Adviser Online in your browser settings, but you are still not receiving notifications, confirm you have allowed notifications in your device’s system settings for the browser application.
For example, you may have allowed notifications for websites you use, but notifications have not been enabled for the browser application in your device’s settings.
To allow notifications in your device’s settings:
If you use multiple screen displays, such as a laptop device and monitor, your browser notifications will only appear on the screen selected as your main display.
You can adjust your display preferences in your device’s settings. To change your main display:
When you initiate live chat, you’ll be notified of your position in the queue. You’ll either be next in queue, or in a specific position in the queue.
Your live chat session will automatically start once a consultant accepts your live chat request.
If you choose to leave the queue, we’ll ask you to confirm before we close the chat request.
Either you or the consultant you’re chatting with can end the live chat.
To end an active chat session:
The live chat can also be ended while you’re waiting in the queue. If you ended the live chat in error, we’ll give you the option to return to the active chat before ending it definitively.
If the consultant ends the live chat, you’ll be notified of this in Adviser Online. Select Close chat.
You can minimise the live chat window during a live chat so it doesn’t interfere with any content you’re viewing on Adviser Online while you wait for a response from the consultant.
If the live chat window is minimised, the button will display the name of the consultant you’re chatting with. The button will change colour and a new message count will appear when you receive a new message. You’ll need to expand the chat window to view the new message.
Click the – (dash) on the live chat window to minimise the window, and the Live chat button to expand it again.
If you or the consultant you’re chatting with haven’t exchanged messages for nine minutes, you’ll be notified in Adviser Online. You’ll then have 60 seconds to send a message and continue to chat with the consultant. If you don’t send a message in this time, the live chat will automatically end to allow consultants to assist others.
If your chat does time out, you’ll see a confirmation page confirming the chat has ended.
Live chat transcripts are available to download in Adviser Online once the chat has ended.
To download your chat transcript:
Chat transcripts aren't available to view in Adviser Online once the chat window has been closed.
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Chat in real-time with an adviser consultant Monday to Friday, 8am to 7pm Sydney time (excluding public holidays).
Everyone at Macquarie is commited to providing our clients with the highest standard of products and services available. If you have feedback we would like you to tell us about it.
