For: Operators who own charge points, and drivers using Monta Charge.
In-app chat gives a driver a direct line to the team that owns a charge point. When it's turned on, the driver sees a Chat with owner button on that charge point and can send a message without leaving the app — no phone number, email or support ticket needed.
Why it matters
Most problems at a charge point are small and quick to fix — but only if the driver can reach someone. A direct chat means issues get sorted while the driver is still standing at the charger, instead of turning into a failed charge, a one-star review, or a support ticket hours later. For operators it's fewer escalations and happier drivers; for drivers it's the fastest way to get unstuck.
When drivers use it
These are the moments we see it most:
- The charger won't start — the driver reports a fault or asks the owner to restart it.
- The cable is stuck — asking the owner to release a connector that stayed locked.
- The bay is blocked or occupied — a non-charging car, or someone overstaying.
- Access or permission issues
- Questions about price or the site — opening hours, where to find the charger, what it costs.
How operators turn it on
In Monta Hub, open the charge point and enable In-app chat in its feature settings. It's set per charge point, so you choose exactly where drivers can reach you.
Where the team sees and replies
A chat goes to the whole owning team, not one person — every team admin is notified, so a message isn't missed if someone's away. You read and reply from Monta Hub or the app, and get a push notification when a new message arrives. Reply, and the driver is notified back in Monta Charge. Messages stay attached to that charge point for context.
What drivers do
Open the charge point in Monta Charge and tap Chat with owner to start the conversation.
Good to know
- Chat is only available where the owner has enabled it and the charge point belongs to a team.
- It's a conversation with the team that owns the charger — not Monta support. For account or billing help, drivers should still use Monta support.
- Keep an eye on notifications so drivers don't wait — a fast reply is the whole point.