How to get support

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

Support Widget

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

1. Go to the 360dialog Client Hub.

2. Click on Login.

3. Enter your Username and Password, then click Continue.

4. Once logged in, click on the Support Widget located at the bottom right corner of the screen.

5. Click Messages > Ask a question

The Support Widget is available anywhere in the 360dialog Hub.

Support Widget

Information Required for Support

To ensure timely and effective support, you are expected to provide reasonable cooperation and accurate, complete information during the investigation and resolution of any issues. This includes, but is not limited to:

• Identifying the specific components or features of the Service affected

• Attaching screenshots or screen recordings that illustrate the issue

• Describing the impact of the issue on users or business operations

• Indicating the date and time when the issue was first observed

• Providing step-by-step instructions to reproduce the issue

• Supplying relevant log files, diagnostic data, or system outputs

• Sharing the exact wording of error messages, including any error codes

• Including API request payloads and corresponding server responses

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

Chat Guidelines

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

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

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

• Do not share confidential information such as personal details or passwords in the chat.

• Do not include information about multiple clients in the same chat. Each support request must relate to a single client to ensure data privacy and maintain GDPR compliance.