@kiwicom/smart-faq
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Smart FAQ
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Markdown
id: guarantee-chat
title: Kiwi.com Guarantee chat
sidebar_label: Guarantee chat
## Summary
Guarantee chat is always available to all customers whose use `EN` language mutation of Kiwi.com (UK, US, Canada, ...) on two places.
Contact Form:
FAQ article `What is the Kiwi.com Guarantee?` [(link to article)](https://www.kiwi.com/en/?help=%2Ffaq%2Fsearch%2Farticle%2FRkFRQXJ0aWNsZToyOA%3D%3D):
## Criteria for availability
Customer needs to be logged in and have at least one booking where connection is covered by Kiwi.com guarantee and:
- departure of segment directly preceding covered connection is in less than 4 hours
- planned arrival time is in future
**Example**
1. Transfer at Lille is covered by Kiwi.com Guarantee
1. Guarantee chat becomes available at 9:20 am - four hours before departure to Lille
1. Guarantee chat stops being available at 8:15 pm on planned arrival to Brussels
## Analytics
[Chat usage](https://skypicker.infinario.com/p/skypicker/analytics/reports/5ba10730feff5f00107c51bf)
- `Chat enabled` - Guarantee chat was available for loaded booking
- `Chat displayed` - Button to start guarantee chat was displayed to customer
- `Chat opened` - Customer clicked on button to start the chat
Although `Chat enabled` and `Chat displayed` look similar, numbers can differ especially in FAQs - chat might be available, but customer didn't displayed Guarantee Chat article with button.
[Guarantee availability by origin](https://skypicker.infinario.com/p/skypicker/analytics/reports/5bfd2ba8e2fbd10012d61c7d) - Shows statistics from which place Guarantee chat was used - FAQ article or Contact form
[Drill down by devices](https://skypicker.infinario.com/p/skypicker/analytics/funnels/5bb497e2336be900158737be) - Which devices were used by customers while using chat.
## GraphQL
- You can retrieve info whether Guarantee chat is available for given booking if you ask for `BookingInterface.customerSupport.hasGuaranteeChat`