Support

How do I contact the support team?

Whaly offers 3 main support channels:
a. Chat: There is an embedded Chat in Whaly interface that can be used for any request
b. Support email: You can email support[at]whaly.io
c. Slack: We invite each customer to a private Slack workspace during the Onboarding call.
For time sensitive matters (blocking bug, etc.) or any long time topic (feature request), we recommend the use of Chat and Support email over Slack for different reasons:
  1. 1.
    Slack workspace is on a free plan and messages are lost after a while
  2. 2.
    We have a better tooling to track resolution time in Email and Chat

What information should I share?

To help us help you as efficiently as possible, please be sure to send us all relevant details:
  • If your support request relates to a specific page, please make sure to include a link to it.
  • Please describe the steps that you are taking, what happens when you take those steps, and what you expected to happen instead.
  • If you are running into an error message, please pass along the error message in full.
  • Can you send us a screenshot to show us what you're seeing? Or, can you send us a short video to show us the steps that you are taking? These are extremely helpful!

When will I get a response?

We aim to respond to every message within 1 business day. At busy times this might not be possible, but we'll always get back to you as soon as we are able!
Last modified 3d ago