What's chat?

Chat is an instant messaging feature that allows real-time conversation between you and your advisor.

How do I use it?

Keen uses your browser and does not need any special software or downloads. Simply select an advisor and click "Chat Now" to get started.

How do I find advisors to chat with?

Advisors who offer chat and are available will show a "Chat Now" button on their listing. To see only the advisors who are available to chat, toggle the "Availability" filter at the top of the list of advisors from "Any" to "Chat."

How am I billed for chats, is it the same as calls?

Yes. Chats are billed in full-minute increments.

How can I read my previous chat transcripts?

Your chat transcripts are stored in the Chat Transcripts section of your account. They can also be viewed individually from your Transaction details page.

Are there rules and regulations for Keen Chat?

Yes, you can view the Chat Policy here.

How do I delete my chat transcripts?

Chat transcripts are automatically deleted after 18 months.

What should I do if I was unsatisfied with my chat?

We want every conversation on our platform to meet your expectations. If it doesn't, we're committed to making it right for you. Simply visit our Satisfaction Guarantee, select the call or chat you would like to be credited for from the list of eligible readings and include a brief description of why the reading was unsatisfactory.

Still have a question? Contact us!

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