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How Do I Use the In-App Chat for Support?

Learn how Penny provides support, when a human support agent joins the conversation and what to do outside support hours.

The Yeeld in-app chat is powered by Penny, your AI financial companion.

Penny is your first point of contact for support and can answer questions about your account, the Yeeld app, your investment products, rewards and much more.

Simply open the chat and ask your question—there's no need to choose from menus or search through help articles first.

When Does a Human Support Agent Join?

Penny is trained to recognise when a question or issue requires assistance from a member of the Yeeld Support team.

If human support is needed, Penny will automatically invite a support agent directly into your conversation.

There's no need to start a new chat or explain everything again.

A Seamless Conversation

One of the benefits of the Yeeld support experience is that Penny remains part of the conversation throughout.

While the support agent is helping you, Penny continues to follow the conversation and understands what's being discussed.

Once your issue has been resolved and the support agent leaves the chat, Penny immediately continues the conversation with the full context of everything that has already been said.

This means you won't need to repeat yourself or start over.

Support Hours

Live support agents are currently available:

Monday to Friday, 8:00am to 5:00pm (UK time).

If your question requires human assistance outside of these hours, please contact:

support@yeeld.com

Penny will still be available to answer questions and provide assistance at any time, even when live agents are unavailable.

In Summary

  • Penny is your first point of contact for support in the Yeeld app.
  • Ask Penny your question directly using the in-app chat.
  • If human assistance is needed, Penny will automatically bring a support agent into the conversation.
  • Penny continues to follow the conversation and resumes helping you once the support agent has finished.
  • Live support agents are available Monday to Friday, 8:00am to 5:00pm (UK time).
  • Outside of these hours, you can contact support@yeeld.com for assistance.

The in-app chat is designed to provide a seamless support experience, combining the speed of AI with the reassurance of human support whenever it's needed.