Documentation pages

Getting Support

Getting Support

Support lives inside the app. The Help button at the bottom right of every page, and the Support entry in the sidebar, are shown once support is switched on for your account. If you cannot see them, support is not available yet; use the contact details you already have.

How the assistant works

Select Help to open the support drawer. The assistant greets you and offers a few quick topics. Describe the problem in your own words, or choose a topic.

The assistant answers from the help articles and from read-only checks of your own account, such as a campaign that is not making calls, a caller ID that is not verified, or a connector that stopped working. When an answer comes from an article, the article appears as a chip under the reply; select it to open the page in the documentation.

Opening the drawer shares a little context so the answer fits the page you are on: the route, the campaign or call you are viewing, the app version and your screen size. The drawer says what is included before you type anything.

After an answer the assistant asks Did this solve your problem? Choose Yes to close the conversation, or No to give more detail or to hand over to a person.

When a ticket is created

The assistant hands over to a person when:

  • You ask for one. Talk to a person is always available in the drawer.
  • The topic always needs a person: refunds and billing disputes, data deletion and privacy, account ownership, legal or compliance complaints, or a security report.
  • You say twice that an answer did not solve the problem.
  • The assistant cannot find an answer, or is unavailable.

When that happens the drawer shows a ticket form with the subject, category and description already filled from the conversation. Edit anything, remove a related campaign or call if it is not relevant, add screenshots or log files within the stated limits, and select Send to support. If you already have an open ticket in the same category, you can add the message to that ticket instead of opening a new one.

The ticket number, in the form SUP-000123, appears only once the server has saved the ticket. If a request is interrupted, use Retry: it sends the same request again and never creates a second ticket.

How to follow up

Open Support in the sidebar, or go to Support → All tickets. Tickets are grouped as Open, Waiting on you, Resolved and Closed. A red dot marks a ticket with a reply you have not read, and the sidebar shows the number of such tickets.

Open a ticket to read the thread, reply, and attach files. You can mark your own ticket as resolved, and reopen it within seven days of it being resolved. When a ticket is resolved you are asked to rate the help you received; the rating is optional and can be given once.

The team also replies by email. Replying in the app keeps everything in one place.

What to have ready

  • What you were trying to do, and which page or campaign it happened on
  • The time it happened
  • The phone number or call reference, for a call problem
  • Any message shown on screen, copied exactly

Do not include passwords, API keys or recordings in a support message unless you are asked to.