If enabled by your institution, you can use the Canvas VIrtual Assistant to contact Canvas Support through chat, phone, or email. Before submitting a case, you can view Canvas Guides recommendations.
Notes:
- The Canvas Virtual Assistant is currently a beta feature that is only available to invited members of a closed beta group.
- If you are a member of the beta group, you can share your feedback on the Virtual Assistant.
Open Virtual Assistant
In the Global Navigation Menu, click the Help link [1]. Then click the Canvas Support link [2].
View Virtual Assistant
Enter your question in the Message field [1]. Then click the Send icon [2].
View Guide Recommendations
The Virtual Assistant first displays a list of Canvas Guides lessons and videos that may provide an answer to your question [1].
To view a recommended lesson or video, click the title [2].
To view more recommended lessons and videos, click the Show More button [3].
Contact Support
Following the guide recommendations, the Virtual Assistant asks if the guides answered your question [1].
To confirm that the recommended guides answered your question, click the Yes, thanks! button [2].
To contact support, click the Contact Support button [3].
Select Support Option
To begin a live chat with a support agent, click the Live Chat With Support button [1].
To call Canvas Support, click the Call Support button [2].
To submit a support case and receive updates via email, click the Submit Support Case button [3].
Enter Case Details
For all support options, you need to provide a subject and description about your support case. Enter a subject in the Case Subject field [1] and a description in the Case Description field [2].
To submit your case, click the submit button [3]. The title of the button varies based on the contact option you selected. Chat cases display the Live Chat With Support button. Phone cases display the Call Support button. Email cases display the Submit Support Case button.
To cancel your support request, click the Cancel Request button [4].
View Phone Call Details
If you selected the Call Support option, the Virtual Assistant displays the phone number you need to call to contact a support agent [1]. It also displays a four-digit code you can give to your agent so they can access the details of your case [2].
