Billing and account
What to Include in a Support Request
Send the right details so support can understand the issue faster.
Goal
Reduce back-and-forth when a customer needs help.
Include account and chatbot context
Use the account email, chatbot name, public link if available, and the page where the problem happened.
Avoid sending passwords, payment card details, or sensitive personal data.
Describe what you expected
A useful support request explains what you clicked, what you expected to happen, and what happened instead.
Screenshots are helpful when they do not expose private information.
Mention device and browser when relevant
Some issues are caused by browser state, mobile network changes, or old sessions. Include whether you used mobile, desktop, private browsing, or a specific browser.
This helps separate setup issues from platform issues.
Quick checklist
- Account email is included.
- Chatbot name or link is included.
- Expected result and actual result are described.
- Screenshot is attached if safe.
- No passwords or payment card details are sent.