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To: All BNSF Customers

Chat Support Coming to Rail Central August 8

Beginning Monday, August 8, 2011, you can receive assistance with the Rail Central tool in through a new “Chat with agent” feature. This feature is being piloted with Rail Central users to connect them to eBusiness Help agents who can assist with technical issues or questions about using the Rail Central tool.

The chat feature can only be accessed by logging in to and going to the Rail Central tab in the top menu. Customers will then click on the “Chat with agent” link in the top right corner of the Rail Central tab, which opens a new chat window. 08-01_SmartChat Launch - screenshotC70.jpg

The chat feature will be available Monday through Friday, 8:00 a.m. through 5:00 p.m. CST.

Upon your first use of the chat feature, you’ll be prompted to download a browser plugin, Microsoft Silverlight, which enables the chat feature to work on your computer. This plugin can be installed by following the prompts on your screen.

For questions about the new feature, contact BNSF eBusiness Help at 888-428-2673, option 4, 1 or email

For questions about your shipments, please continue to contact BNSF Customer Support at 888-428-2673, option 4, 3.

If you have any questions, please send an email to