16min

Engati Technical Support

Support Mission

As an Engati customer, you have access to a wide range of resources designed to help you if you experience issues with our products and services. We strive to provide you with excellent support, and we want you to know what to expect when you contact us. You deserve excellent service from the initial contact to the issue resolution. We measure our success by your satisfaction.

Accessing Support

Documentation & Videos

When you access Engati Support, you can search for help articles on our documentation support or browse through a series of videos available on the website. Both these resources can be accessed from within the Engati portal from the controls available in the top header.

Contact Us

If you are not able to find what you’re looking for in our documentation or amidst the Videos, you can always reach out to us for Support. Engati provides standard 24 x 7 x 365 coverage on all products for all customers. Write to us at support@engati.com with your queries and the Engati Support team will be happy to work with you to address your queries or concerns.

Support Best Practices

Before Reporting a Problem When you contact Engati Support, it would be a much smoother process, if you include the below information in the request to Support Email.

Owner registered email – This is the email that was used to register with Engati Chatbot Key or Name – When relevant, include the specific Chatbot name or its key where you’re seeing the issue. Bot key available under Configure > Bot Details

Description of the issue to include:

– Application Type: Portal or Chatbot; Cloud or On-Premise – Capability: Which workflow or capability are you seeing the issue in – Detailed information on the issue, including expected and actual behavior. – Steps to reproduce the issue. – Supporting screenshots, images, or videos – Service Level Agreement – The following table defines the targeted initial response and final resolution timelines for our paid customers.

 

Priority
Time to Respond *
Target Time to Fix*
Blocker (P1)
1 hour
4 hours
Critical (P2)
2 hours
5 days
Major (P3)
1 day
10 days
Minor (P4)
1 day
Next Release

 

*Engati will make every effort to achieve the target response & resolution time, however, the actual time may vary upon the complexity of the problem encountered and the amount of development, testing & deployment effort needed to fix the problem.