Pre-requisites for faster Support
Please note that the Engati Support team is available at your behest to help you with the best ways to use Engati. If you face any issues during your experience of Engati, you can reach out to our dedicated support team via our new and latest Atlassian Integration available on our portal here. Alternatively you can send an email to [email protected] and our team will respond as per our internal SLAs.
While in most of the cases, it may be very explicit for you as to which bot/assistant, flow/usecase, journey are you referring it, it may not be so explicit for a support agent as the tickets are looked at by the support agents on a round robin basis. Hence it is always advisable to reach out to our support with the following details,
- An Account Level Identifier - You can use any of the following as an account level identifier.
- Registered Email Address - This could be the registered email address that is used by you to login to Engati. In case of a partner, this can be the registered email address of the customer on whose behalf you intend to raise an issue
- Account ID - You can get this by navigating to top right -> Account Settings -> Account Details (from the left side) -> Account ID . A sample screenshot is also attached in the reference section below
- A Bot level identifier - You can use the following as a bot level identifier
- Name - You can provide the name of the bot
- Bot Key Identifier - You can get this by going into the bot (i.e. clicking on the card on the home page) -> Settings (in the left navigation) -> Bot Configuration
- User Information (if applicable) - If you are noticing an change in behaviour with respect to a user or a set of users, you should additionally provide us with the user name or their phone numbers or any such information which is unique to those users so that we can identify the issue faster
- Journey - If you can highlight the exact details of the journey the user had taken or any such other details that can be used to either understand or replicate the said issue easily, it would be helpful for the support team to provide better recommendations and ways of solving your usecase.
For any escalations you can reach out to the following members,
As always, we will try out best to respond back within stipulated time and provide the best possible support for your business.
