User Support Documentation

Introduction

Technical Customer Support is a critical component of our service offering, ensuring that customers receive timely and effective assistance with technical issues. This document outlines the procedures, rules, and service level agreements (SLAs) that govern our Technical Customer Support operations.

You can ask any question in our Support Widget by raising a support request and to make things faster and more efficient, we use an AI-first approach. This means that when you reach out to support, our AI will try to provide an instant solution based on your inquiry. If the AI doesn’t fully resolve your issue, you’ll have the option to connect with one of our support agents for further assistance.

For security and legal reasons, we can only provide account details or make any changes if the user reaching out is properly authenticated. If you contact us without authentication, we won’t be able to share any account-related information unless you can provide valid proof of ownership.

Customer Feedback

We are committed to continuous improvement and regularly review our support processes to enhance efficiency and effectiveness. Feedback from customers and internal teams is vital in this effort.

You can provide your feedback at [e-mail]

The Support Widget is available to all Clients and Partners anywhere in the 360dialog Hub.

Support topics and minimum information required

For any type of troubleshooting, it is important to add a minimum level of information in the Support Request. Without this information we will not be able to support you.

Here we list all topics and explain how to use each of them, as well as the minimum information required so we can investigate the issue.

General Queries

If you have a question about any WhatsApp Business API related topic such as messaging, conversations, templates, display names, rate limits or others, open a chat with this topic and we will respond based on the subscription plan.