The City of McAllen now has a new customer service platform, Ask McAllen. The additional customer service tool includes a text message feature and an accessible web chat assistant on the City of McAllen’s website. This new feature is part of the City of McAllen’s well established 3-1-1 Customer Service Call Center and its mobile app.

To start a conversation via text message, text the word “Hello” to MC311 (62311). Ask McAllen immediately responds with a short greeting, explaining the ways the service can be of use, with a link to sign up for text message notifications.

Residents can find the Ask McAllen web chat service at mcallen.net, where both desktop and mobile users will notice the feature on the bottom right section of their browser window. Clicking on the icon launches a chat window, greeting residents and prompting them to enter their questions or service requests.

“For the City of McAllen, Ask McAllen is simply providing another customer service tool so that we can better serve our community,” said McAllen Mayor Javier Villalobos.

With Ask McAllen, residents can quickly and easily get answers to their questions, find information on various city services, submit service requests, send a message to staff or sign up for text message notifications.

The platform was developed in partnership with Citibot, a leading provider of interactive chat solutions for local government. It uses the latest AI-driven chatbot technology, allowing the City of McAllen to automate and scale its customer service efforts to help with the day-to-day needs of both staff and residents.

If at any time during the interaction, a McAllen resident needs assistance or help from City of McAllen staff, they can leave a message with Ask McAllen for follow up.