Overview
The FundApps In-App Messenger lets you contact Support directly from within the platform. You can ask questions, report issues, upload screenshots, browse the Help Centre, and speak with the FundApps Assistant without leaving your workflow.
What You Can Use the Messenger For
Our clients typically use the messenger to:
Ask questions that likely don’t apply to multiple users.
Request guidance on using specific features, results or rules.
Reach out when something doesn’t seem right.
Browse or search our Help Centre.
You can use the in-app messenger for anything you may have previously reached out to FundApps about via email.
Sharing Files or Screenshots
You can upload the following file types directly in the messenger:
.GIF, .JPEG, .JPG, .MOV, .MP4, .PDF, .PNG, .TXT, .HEIC, .OGA, .OGG, .DNG
For security reasons, other file types can’t be uploaded to the Messenger.
FundApps Assistant
We've integrated the FundApps Assistant, supported by Intercom’s FinAI, to enhance your experience. The FundApps Assistant will be able to:
Find relevant Help Centre articles instantly.
Answer common, straightforward questions in real time.
Route your query more efficiently when requesting human support or when it arises in the context of the query.
A Few Important Things to Keep in Mind
We’re here to help! Once you submit a query, a member of our team will be assigned and get back to you as soon as possible.
You can see your past queries in the messenger if you've contacted us before. However, if a conversation has been closed for more than 7 days, you’ll need to start a new one.
Please don’t include sensitive or confidential information, such as position files, portfolio files, account passwords, or financial details, in your query.
Unfortunately, you can’t tag or CC colleagues in a Messenger conversation. However, if you need to include others or would prefer to start the conversation over email, you can still contact us at [email protected].
FAQs
Q: Why haven’t I received a reply yet?
A: You may not have received a reply because the messenger does not operate as a live chat, but rest assured - your query has reached us, and a member of our Support team will respond as soon as possible.
Q: Can I upload a file or screenshot?
A: Yes, you can upload files and screenshots. Please see the full list of supported file types above.
Q: Can I see my past queries?
A: Yes! To view recent conversations, you can just open Messenger. If one has been closed for more than seven days, start a new one.
Q: Why isn’t the Help Centre loading for me?
A: If the Help Centre isn’t loading within Messenger, this may be due to your organisation's security settings. FundApps uses Intercom as our trusted supplier for Support infrastructure, and your organisation may need to allow some Intercom domains to ensure the messenger functions correctly and fully.
If this happens to you, we recommend contacting us so we can support you and your IT team in reviewing the required permissions.
Q: Do you prefer not to make changes?
A: No problem. You can still browse or search our Help Centre directly or raise queries with us at [email protected], and we’ll be happy to point you in the right direction.