How do I send a message to NEST?

From your secure mailbox you can send messages only to NEST.

To send a message to NEST, click ‘Mailbox’ on the home page of your NEST online account. Then click ‘Compose message or chat’ on the top right side of the mailbox screen.

If you’re within the working hours of NEST contact centre that is from Monday to Sunday between 8am to 8pm excluding public holidays, you’ll see two options:

• Start live chat
• Compose message

If you select ‘Start live chat’, you’ll need to select relevant options to begin a live chat with an agent.

If you’re outside the working hours of NEST contact centre, the ‘Start live chat’ option will not be available. You can click ‘Compose message’ and you’ll be asked to enter a ‘Subject’ and select the ‘Message type’ from the drop-down menu.

The maximum number of characters that you can send is 4000 including spaces. You can also attach a file to send along with the message if you want to.

When attaching files please remember the following:

• you can upload .jpeg, .gif, .tiff, .doc, .docx, .xls, .xlsx and .pdf file formats
• you can’t upload ZIP, .csv and .xml files
• the maximum file size you can upload is 2 MB.

If you’re not ready to send the message, you can click ‘Save as draft’. This will move the message to the ‘Drafts’ folder. You’ll be able to edit and send the message later.

If you’re ready to send your message click ‘Send’.

Once you return to the inbox screen, you’ll see a message confirming your email has been sent. You should receive a response from us within 10 working days. No other delegates will be able to see the messages you send to NEST or responses received by you from NEST.

The message you’ve sent will then appear in the Sent folder of your NEST mailbox.