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Support from a person depends on your plan. Pro is self-service through Echo and the help docs. Live chat and email customer support are included with Scale and Enterprise.
PlanSupport Options
Pro
  • Help from Echo and the support docs
  • No live chat, email or setup-call customer support
  • Bug and feedback reports through Echo, as explained below
Scale
  • AI support agent
  • Priority live chat and email support
  • Setup calls
  • Human replies in 1 working day
  • Monthly call (30 mins)

  • Support includes:

    • Responding to product bugs
    • Answer debugging
    • Guidance optimization
    • Task debugging and optimization
    • Tool or User Data API setup assistance
    • Basic helpdesk integration assistance

  • Support does not include:

    • Advanced helpdesk integration assistance
    • API set up
Enterprise
  • AI support agent
  • Priority live chat, emails
  • On-demand Slack and call support
  • Human replies same day (including weekends)

  • Support includes:

    • Responding to product bugs
    • Answer debugging
    • Guidance optimization
    • Task debugging and optimization
    • Tool or User Data API setup assistance
    • Advanced helpdesk integration assistance
    • API set up
  • Dedicated technical support/FDE
  • Custom feature development
  • Monthly answer optimization report

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Contact our team

If your plan includes live chat, use the live chat icon in the bottom left corner of your My AskAI dashboard. Use this route for support, bug reports and feedback. Our team can also help by email. Scale includes hands-on help with helpdesk integrations and help to investigate or optimise conversations, guidance and Tasks. Enterprise includes the additional support listed above.

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Get help on Pro

Ask Echo for help in your dashboard. Echo can search the help docs for you. If you need live chat, email or setup calls with our team, upgrade to Scale. If you are completely stuck, find a possible platform bug or want to suggest an improvement, ask Echo to pass a report to our team. Include a screenshot where possible. Reports use the email address of the person chatting with Echo. Our team will reply by email for a verified bug or issue. Feedback may not receive a reply, but all feedback is read. This report route does not include ongoing customer support on Pro.