You should not have to reproduce it to report it
The worst part of reporting a problem with software is the part where you are asked to make it happen again. Raise it from the screen you are on and the details come with it.
What it does
- Takes a bug, a question, a complaint, feedback or a suggestion from inside the dashboard.
- Attaches your business, plan, assistant, channel, app version and the identifier of the exact call or conversation you were looking at.
- Routes bugs, questions and complaints to our support desk as tickets, and feedback and suggestions to the product backlog — and tells you on the form which is which.
- Lets you track what you raised through to resolution without leaving the dashboard.
- Comes with every plan. Support is never an add-on here and no plan withholds it.
How it works
- Open Get help from the dashboard, on the screen where the problem is.
- Pick what kind of thing it is. The form says where that kind goes, so a suggestion is not filed into a queue where it would be closed.
- Send it. The context is attached automatically — you do not have to find a call id or remember a version number.
- Follow it to resolution from the same screen.
Where it stops
Every product page in this market lists capabilities. This is the other half — the things it does not do, so you find out here rather than in month two.
- Response times are targets, not an SLA. We do not offer a contractual service level, and copy implying one would be wrong. Aim for a first response within one business day; if the assistant is not answering at all, the same business day.
- A first response is not a resolution. Somebody reading your ticket and replying is a promise we can keep; how long the underlying bug takes is not.
- Business days, in IST, answered by a person. There is no 24/7 cover, no out-of-hours line, no phone or live-chat support, and no named account manager.
- Feedback and suggestions get no response target at all. We read everything; we do not promise a reply to every idea.
- The ticket carries identifiers, never content — an internal call id, never a transcript; a contact id, never your customer’s name or number. That boundary is deliberate and it does not bend for convenience.
Common questions
Is support included in my plan?
Yes, at every tier. It is not an add-on and it cannot be switched off — a capability that could disable support would be a capability that decides whether a paying customer may tell us we are broken.
How fast will somebody reply?
The target is one business day for a bug, question or complaint, and the same business day if your assistant is not answering or messages are not being delivered. These are targets we work to, not a contractual service level, and we would rather say so than sell you an SLA we do not offer.
What gets sent along with my report?
Your business, plan, assistant, channel, app version and the identifier of the call or conversation you were looking at. Identifiers only — we attach the id of a call, never its transcript, and the id of a contact, never their name or number.
Related
Would this work for your business?
Message us and say what your week actually looks like. You will be talking to our own assistant — the thing this page describes, doing the job on our side of the conversation.
Ask us on WhatsApp