How to get support

This page describes how to get help from the 360Dialog Support team.

Support Channels

Chat Support

To get assistance from our support team, follow these steps:

1. Go to the 360Dialog Hub > Login.

2. Enter Email and Password, then click Continue.

3. When logged in, open the Support Widget at the bottom right corner of the screen.

4. Click Messages > Ask a question

The Support Widget is available on all pages in the 360Dialog Hub.

Email Support

You can email us at [email protected].

All support requests sent via email will be replied to within 24 hours, regardless of plan. See response & resolution times for more information.

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Support Hours & Availability

We provide customer 24/7 support 365 days a year.

AI Support

When you initiate a support request via the 360Dialog Hub, depending on the account type, our AI might attempt triage and provide a solution based on the inquiry. This helps accelerate issue resolution and reduce wait times. If the AI is unable to resolve the issue, you will be given the option to connect with a human support agent.

Human Support

Human support is always available 24/7, including weekends and public holidays.

Technical and engineering teams operate at limited capacity on Saturdays and Sundays. As a result, resolution of complex technical issues may be deferred to weekdays.

Language

We will make our best efforts to provide support in your preferred language, provided it is one of our supported languages: English, Brazilian Portuguese, German, Spanish, Turkish, Hindi and Russian. If a Support Agent fluent in your preferred language is unavailable at the time of your request, support will be provided in English.

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Minimum Info Required for Support

To ensure timely and effective support, please provide a complete and detailed description of the issue. This should include, where applicable:

• A clear description of the issue, including the affected phone numbers and/or WABA IDs

• The impact of the issue

• Relevant timestamps, including when the issue started and its duration

• Screenshots or screen recordings that clearly illustrate the issue

• Any error codes or error messages encountered

• Relevant log files, diagnostic data, or data exports

• For API-related issues; the full API request payloads and the corresponding server responses

Failure to provide sufficient information may result in delays in response and/or resolution times.

Chat Guidelines

• Use a single chat per issue to avoid confusion and delays. Do not start multiple chats for the same issue.

• Submit one request per issue to ensure faster handling. Do not combine multiple unrelated issues in one chat.

• Never share full API keys. Our support team will never request full keys - only partial references if needed.

• Do not share confidential or personal information in the chat.