When to Escalate to Support

When Support Is Needed

Send it to support if:

• OAuth does not complete after retry;
• the payment has been stuck in pending longer than usual and there is an order ID;
• background process constantly crashes;
• webhook is not installed if the token is valid;
• the channel is connected, the webhook is there, the agent is active, but no events are received;
• there was a loss of access to the project;
• there is a suspicion of an erroneous write-off;
• the user sees a system error that cannot be corrected by settings.

What to Ask For

• project;
• email or account ID, if the user knows it;
• channel/agent/lead/dialog;
• Process, transaction or event ID;
• error time;
• error text;
• screenshot without secrets;
• what you did before the mistake.

Contact

Support contact if you need a general email: support@senler.io.