Prepare an effective support request

Clear reproduction steps are more useful than saying a feature is broken. First identify whether the issue is in the page, AI answer, connected app, or channel delivery.

Include#

• Workspace and feature page;
• Time and time zone;
• Visible customer, conversation, or task name;
• Reproduction steps from the beginning;
• Expected and actual results;
• The visible error and a redacted screenshot;
• Whether it happens every time and remains after refresh.

Never include#

Passwords, verification codes, access tokens, bot secrets, complete customer private data, payment information, or unredacted request content.

AI or delivery issues#

For AI and delivery issues, include the answer details or delivery status when available. "AI answered incorrectly" alone cannot distinguish a knowledge, skill, memory, connected-app, or answer problem.