Help & Support
Search the documentation first, and raise a request with the support team when you need a person.
Raise a support request
Section titled “Raise a support request”Support runs on a customer portal. Raising a request there gives it a ticket number you can track, and puts it in front of the team rather than an individual.
You will be asked to sign in the first time. The portal keeps your previous requests, so you can follow up on an existing issue rather than starting over.
What to include
Section titled “What to include”A request is resolved faster when it arrives with the details already attached:
| Include | Why it helps |
|---|---|
| What you expected, and what happened instead | Separates a bug from a configuration question. |
| The workflow, entry point, or phone number involved | Lets the team look at the right record. |
| An interaction id, where the issue happened on a call or chat | Points straight at the run and its logs. |
| When it happened, with a rough time and timezone | Narrows the search through execution history. |
| Whether it happens every time or occasionally | Changes how the team reproduces it. |
Never include passwords, API key secrets, or card details in a request. Support will never ask for them.
Before you raise a request
Section titled “Before you raise a request”Some questions are faster to answer yourself:
- Search this site. Use the search box in the header, or
Ctrl/Cmd+K. - Check what changed. What’s New lists recent releases, and flags behavior changes that altered how something already worked.
- Check a run. Testing and Debugging covers reading an execution and finding the node that failed.
- Check the audit trail. Audit Logs records who changed what, which often explains a setting that “changed by itself”.
Where do I report a problem with a live call? Through the support portal, with the interaction id and roughly when the call happened. Recordings and execution logs are retained, so the team can trace the run.
Can I ask for a feature? Yes. Raise it through the same portal and say that it is a request rather than a fault.
Where do I find billing help? Billing questions go through the support portal too. Credits and Subscription Plans cover the self-serve options first.
Related pages
Section titled “Related pages”- What’s New - recent releases and behavior changes
- Testing and Debugging - diagnose a workflow before raising a request
- Audit Logs - review recorded changes
- Credits - balance, top-ups, and auto-recharge