# How do RUN Powered by ADP users get to a phone agent rather than the chatbot?

<p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Say a payroll question comes up on a Friday afternoon and needs a person: I've been looking into how <a class="a a--md" elv="true" href="https://www.g2.com/products/run-powered-by-adp/reviews">RUN Powered by ADP</a> users get through to a phone agent rather than the chatbot, and the route described in recent G2 reviews is to ask for a human directly, either inside the AI chat or on the phone system, with chat often reaching someone sooner than the phone line. Phone waits are what stretch, particularly in busy periods and around tax season.</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Once someone is on the line, the support itself is what people value: representatives who are responsive and knowledgeable, chat help that's available straight away, and guidance through the initial setup. In small business <a class="a a--md" elv="true" href="https://www.g2.com/categories/payroll">payroll</a>, that's the reason to want a person at all. A question about a pay run usually needs someone who can see the account and explain what happened, and that's the kind of help people describe getting once they're through.</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">What I'd like to hear from people who contact support regularly:</p><ul>
<li>Do you ask for a person straight away, or let the AI try first?</li>
<li>Outside tax season, is chat or phone quicker for you?</li>
<li>Is there a time of day you've found works better for calls?</li>
</ul><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">And for anyone who now does most of their support over chat, what still makes you pick up the phone?</p>

##### Post Metadata
- Posted at: 1 day ago
- Author title: Marketing Executive
- Net upvotes: 1


## Comments
### Comment 1

&lt;p&gt;&lt;span style=&quot;color: rgb(0, 0, 0);&quot;&gt;Chat has been the quickest way to reach someone for us outside tax season, and once you&#39;re through, the reps really know their stuff.&lt;/span&gt;&lt;/p&gt;

##### Comment Metadata
- Posted at: about 4 hours ago





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