Overview
To get help in Broki, open the Help & Support panel from the question-mark button in the header (or Help in the footer) and select Start a chat or Live chat, or select the orange Support button in the footer to open a live chat with Broki support directly. The same panel links to the Broki Help Center, the Getting started setup page, and the Broki website for booking a demo.
If live chat can't load, Broki falls back to the Help Center (from the panel) or the Support Center page (from the footer button). The Support Center page points you to the Broki community on Discord for announcements and peer discussion.
At a glance
These are the facts to remember about getting help.
Start a chat or Live chat in the Help & Support panel opens live chat. The orange footer Support button does the same.
If chat can't load, the panel opens the Help Center. The footer Support button opens the Support Center page.
The header and footer aren't shown on a phone, so live chat needs a larger screen.
Never send your password, verification code, API keys, or tokens to support.
Before you begin
Check these points before you contact support.
You need to be signed in. Live chat only loads after sign-in.
The header and footer buttons appear on larger screens. On a phone, see "Get help on a phone" below.
Have these ready before contacting support so it can be resolved faster: the loan code or borrower name if the issue involves a mortgage file, the page and the button you were using, the exact on-screen message, the approximate time it happened, and a screenshot with personal data hidden.
Never send your password, verification code, API keys, or access tokens to support. Broki support will never ask for them.
Step-by-step instructions
Follow these steps to start a chat, open the Help Center, or reach the community.
Start a live chat from the Help & Support panel
Start a live chat from the Help & Support panel in the header or from Help in the footer. Also called: live chat.
Select Help & Support (the question-mark button) in the header, or Help in the footer.
The panel opens with "We're here to help".
Select Start a chat (under quick actions) or Live chat ("Message our team in Intercom") under resources.
The chat window opens. Describe the issue using the details listed under "Before you begin".
Press Esc or select outside the panel to close it.
If the chat can't load, Start a chat opens the Broki Help Center in a new tab instead.
Start a live chat from the footer
Start a live chat from the footer with the orange Support button.
Select the orange Support button at the bottom right of the page.
The chat window opens.
If the chat can't load, Broki opens the Support Center page instead.
Use the other Help & Support options
Use the other Help & Support options for setup, articles, a demo, or videos.
Getting started opens the Getting Started page, where you can resume the setup wizard. See Onboarding wizard.
Visit our Help Center opens the Broki Help Center articles in a new tab.
Book a demo ("Schedule a walkthrough with our team") opens the Broki website in a new tab.
Video library (a separate header button next to Help & Support) opens Broki's video walkthroughs.
Use the Support Center page
Use the Support Center page when live chat can't load from the footer Support button.
Read Need Support? for how to reach the support team.
To join the Broki community for feature announcements and discussion with other mortgage professionals, select Join Community or Join Discord Community. This opens the Community page in Broki. See Community hub.
The community channels listed are #announcements, #general, #feature-requests, and #best-practices.
Get help on a phone
Get help on a phone from the Help Center, because the in-app chat buttons are hidden.
The header and footer aren't shown on small screens. To reach support from a phone, open the Broki Help Center in your phone's browser, or use a larger screen to start a live chat.
Practical examples and other ways to use it
These examples show when to chat, open the Help Center, or join the community.
Error while sending a signing package. Alex Sample selects the footer Support button, pastes the exact message, adds the loan code and the time, and attaches a screenshot with the borrower's details blurred.
New admin looking for setup help. Jordan Example opens Help & Support > Getting started to continue the setup wizard, and uses Book a demo to go to the Broki website and arrange a walkthrough.
How-to question after hours. A broker selects Visit our Help Center to look for an article before starting a chat.
Suggestion: join the Discord community from the Support Center page to see announcements about new features and changes.
Common mistakes and how to avoid them
These mistakes slow down a support conversation.
Sending a screenshot that shows borrower details. Personal information ends up in a support conversation. Hide names, addresses, SIN, income, and account numbers before attaching. Crop to the part of the screen that shows the issue.
Describing the problem without the exact message. Support has to ask follow-up questions, which slows things down. Copy the on-screen message word for word, or include a screenshot of it.
Looking for a chat bubble in the corner. Broki doesn't show the standard floating chat bubble. Use Help & Support in the header or Support in the footer.
Pasting an API key or password into chat to "help" support. Credentials should never leave Broki. If support needs to check an integration, they'll ask for the integration name and the error, not the key.
Troubleshooting
Use this section when live chat doesn't open, the Support Center page opens instead, or Announcements does nothing.
Live chat doesn't open
Use this section when live chat doesn't open.
Possible causes
Chat hasn't finished loading right after sign-in.
A browser extension, ad blocker, or network filter is blocking the chat service.
Check first
Wait a few seconds after signing in and try again.
To fix
Select Help & Support > Start a chat again.
If nothing happens, try a private/incognito window or turn off ad blockers for Broki.
Ask your IT team whether the chat service is blocked on your network.
Confirm it worked
The chat window opens.
Contact support if
Chat never opens on any browser. Use the Help Center in the meantime, and mention which browser and network you tried.
The Support Center page opens instead of chat
Use this section when the Support Center page opens instead of chat.
Possible causes
Live chat couldn't load when you selected the footer Support button.
Check first
Try Help & Support > Start a chat from the header.
To fix
Refresh the page and select Support again.
Follow the steps under "Live chat doesn't open".
Confirm it worked
The chat window opens instead of the Support Center page.
Contact support if
It happens every time on a normal network.
Announcements does nothing
Use this section when Announcements does nothing in the Help & Support panel.
Possible causes
In the current version, Announcements in the Help & Support panel closes the panel without opening release notes.
Check first
None.
To fix
For product announcements, join the community from the Support Center page.
Confirm it worked
You can see the #announcements channel in the community.
Contact support if
You need information about a specific recent change.
Tips and best practices
These tips help support find the right file and the right moment.
Include the loan code, not just the borrower's name. Loan codes are unique, so support can find the right file straight away.
Note the time the issue happened. It helps support match your report to what happened in the system.
Check the Help Center for how-to questions first. Articles are available any time, and you may get your answer without waiting.
Keep one conversation per issue. Separate threads are easier to track and close.
Limitations and important behavior
These limits apply to live chat, the help buttons, and the Support Center page.
Live chat is only available while signed in.
Broki doesn't show the standard floating chat bubble; chat opens from Help & Support or the footer Support button.
The header and footer, and so the help buttons, aren't shown on small screens.
The Support Center page's own text refers to a Live chat button in the header and a chat icon in the bottom right. Use the Help & Support panel or the footer Support button instead.
Announcements in the Help & Support panel currently has no effect.
Frequently asked questions
These questions are about contacting support and finding setup help.
How do I contact Broki support? Select the orange Support button in the footer, or Help & Support > Start a chat in the header.
Is there a phone number for support? This article doesn't cover phone support. Start a live chat and ask if you need a call.
Will support ask for my password? No. Never share your password, verification code, API keys, or tokens.
Where do I find setup help after I closed the wizard? Open Help & Support > Getting started, or select Getting Started in the sidebar.
Related articles
These articles cover setup, the sidebar, the community, and sign-in.