It's busy at the counter. A customer is waiting. You need a clear answer in Blackpurl 2, and you don't have time to dig through menus.
That's why Jack is here.
Jack is Blackpurl's AI support assistant in the support chat. He answers first, any time of day, from Blackpurl's own help articles. He won't fix a flat or make the coffee, but he'll find the answer before you've found the right tab.
When you need a person, just say "human agent please." Jack hands you to the Blackpurl Support team with the chat saved, so you don't have to repeat yourself.
Meet Jack
Jack is the AI assistant in the Blackpurl support chat. You may have seen him before under another name. Now he has a clear name and icon, so he's easy to recognize. Jack gets you to an answer faster, and to a person when you need one. He doesn't replace the Support team.
What Jack can help with
How to do common workflows in Blackpurl 2
Finding the right help article
Step-by-step how-tos, often with screenshots and helpful links
A short back-and-forth until you find what you need
Describe the issue clearly - the more detail Jack has, the better he can help you. Jack can still get things wrong. If an answer doesn't look right, ask for a person.
How to talk to Jack
Open Blackpurl 2.
Click the chat bubble at the bottom-right of the screen.
Select Contact Support.
Ask your question away!
Need a person?
Say "human agent please" or "I'd like to speak to someone" at any point. Jack passes the chat to Blackpurl Support, and the person who picks it up can see what Jack already told you. Outside business hours, your request is queued for the next business day. You can also email [email protected].
When Jack and our team are available
Who | When |
Jack | 24/7 in the support chat |
Blackpurl Support Team | Business hours, Monday to Friday, covering North America and Australia and New Zealand |
Staffing may be limited around public holidays.
Where Jack's answers come from
Jack answers from Blackpurl's own Knowledge Base. He doesn't search the open internet. He can still get things wrong, so double-check important steps and ask for a person anytime.
What Jack can't help with
Jack sticks to helping you use Blackpurl 2, so he won't answer questions about:
The product roadmap or release dates. We love hearing your ideas for making Blackpurl 2 better. Open the Home tab in the chat bubble and select Feature Request to share them.
Accounting, tax, or legal advice. That includes questions about your dealership's data. Please check with your accountant or advisor.
Anything outside Blackpurl's help articles. Jack doesn't browse the internet, and he never shares information about other customers or their data.
Want more hands-on help than a quick chat?
Jack is great for fast answers, but sometimes you want to see things done step by step. For that, we run free weekly group training on Zoom, led by the Blackpurl Support team. Each session includes a Q&A, so make sure you inform your dealership teams and bring your questions.
The sessions run at the same times every week:
Parts & Accessories: Tuesdays at 12:00 PM ET
Service: Wednesdays at 12:00 PM ET
Units: Thursdays at 12:00 PM ET
To join, open the Blackpurl training room at the time of the session you want. There's nothing to book ahead.
If you're in Australia or New Zealand, ask Jack to connect you with our Support team and we'll sort out the time that suits you.
Short FAQ
Did Jack replace the support team?
No. Jack is a faster way to reach the same Blackpurl Support team.
Is live chat 24/7?
Jack is. Our support team is available during business hours, Monday to Friday.
Can I still email?
Yes, email [email protected]. You can also browse help articles from the chat bubble under HELP, or from the ? icon in the Blackpurl header.
What if Jack's answer is wrong?
Ask for a person with "human agent please," or email Support. We use that feedback to improve Jack.