Getting help

Your agent knows these docs. Ask it how something works (“How do I share this thread with my team?”) and it answers in the thread, with a link to the right page when there is one.

Type “get support” in the chat, with a sentence about what's wrong. The agent packages the conversation for the support team, so you don't have to explain it twice.

Every request your agent raises appears on the Support page under the Tickets tab, with the agent it came from and when you asked. Open requests come first, then resolved ones. Each shows its status:

• Pending: your agent has packaged the request, and it goes to the support team within a few minutes.
• Sent: the support team has it.
• Acknowledged: someone on the team is working on it.
• Resolved: the team has finished, and their note appears under the request.
• Couldn't send: the request didn't reach the team. Ask your agent again, or report an issue.

When a request you raised in the console is resolved, you get a notification and an email with the team's note. Requests raised from Slack show up here too; check this tab for their progress.

A request raised in a private conversation stays private: other people who use the agent see only that a request exists and its status, not what it says.

Open Support from the header (or Help / Support in the Menu). The Schedule a session tab asks for:

• Session type:
  • Onboarding walkthrough: A guided tour of your agent setup, Slack configuration, and first tasks.
  • Technical troubleshooting: A deep-dive into a specific issue, such as a failed deploy, a credential error or a task that keeps looping.
  • Feature consultation: A planned feature, integration, or customization for your agent.
• Your timezone.
• Preferred times: up to 3 options, with a date and rough time, such as “Tuesday, morning” or “any afternoon next week”. The first is required.
• What do you need help with? (optional).

Press Request session. You see Request received, get a confirmation email, and the team follows up to confirm your session time.

The Report an issue tab takes a Title, the kind of issue under What kind of issue?, and a description under What happened?. The kinds are:

• Something is broken
• Slow or unresponsive
• Display / layout problem
• Wrong or missing data
• My agent misbehaved
• Billing or credits
• Something else

Under How badly does it affect you?, choose Blocker (you can't use the platform at all), Major (a feature you need doesn't work) or Minor (annoying, but you can work around it).

Leave Attach diagnostic data ticked unless you have a reason not to. It adds your browser details and any requests that failed during this visit, with credentials removed, which helps us find the problem faster. Then press Submit issue.

• The agent's name.
• What you asked it, in your own words or pasted from the thread.
• What happened, and what you expected instead.
• When it happened, as closely as you can.
• The build number, from About in the header.

If the console isn't working for you at all, email hello@talktogina.ai with the same details.