Support

1. How to reach us

Ticket in the dashboard

The best route. Open Tickets from the sidebar. It arrives with your account, plan and recent activity attached, which usually removes the first two questions we would have asked.

Email

[email protected]. Write from the address on your account so we can identify you without a round trip.

WhatsApp

+91 88003 17861. Good for quick questions. Anything needing logs or screenshots is better as a ticket.

Phone

+91 88003 17861 during business hours. We will ask you to follow up in writing so the fix is recorded.

2. Hours and response targets

The desk is staffed Monday to Saturday, 10:00 to 19:00 IST. Public holidays in Delhi are excluded. Critical incidents on plans with priority support are worked around the clock, holidays included.

First response means a reply from someone who can help, not an automated acknowledgement. The full table of targets by severity, and the credits owed if we miss them, is in the Service Level Agreement.

3. What each plan includes

Onboarding help is included on every plan. Connecting your first number, getting your first templates written and approved, and hooking up your store are part of what you have paid for, not a paid extra.

4. What support covers

• Getting a WhatsApp number connected, verified and sending.
• Writing and submitting message templates, and working out why Meta rejected one and how to get it approved.
• Quality rating drops and messaging limit problems, including how to appeal them.
• Configuring any feature in the product: chatbots, auto replies, campaigns, the shared inbox, pipelines, the AI assistant, the media gallery and the product catalogue.
• Connecting Shopify, WooCommerce or Zapier, and setting up order notifications.
• API and webhook integration questions, including error codes and payload shapes.
• Billing, invoices, GST details, wallet top ups and message cost queries.
• Investigating messages that failed to send or deliver.
• Bugs. Report one and we will reproduce it, fix it and tell you when it shipped.
• Exporting your data, and migrating your WhatsApp Business Account away if you leave.

5. The features we support

Everything in this list is part of the platform and part of what the desk helps with. Availability of a given feature depends on your plan, and the current matrix is on the pricing page.

Messaging and inbox

Shared team inbox with assignment, conversation tagging, quick replies, notes, and the 24 hour session window handled for you.

Templates

Template library, submission to Meta, status tracking, and a catalogue of pre written e-commerce templates.

Chatbots and auto replies

Visual flow builder, keyword auto replies, and business hours routing.

AI assistant

Answers drawn from your own content, with the provider of your choice and a retention window you control.

Campaigns

Bulk template campaigns, scheduling, audience segments and per campaign reporting.

E-commerce notifications

Order confirmed, shipped, delivered, payment, abandoned cart, back in stock, cash on delivery confirmation and review requests.

Integrations

Shopify, WooCommerce, Zapier, and a documented REST API with webhooks.

Contacts and CRM

Contacts with custom fields and tags, plus deal pipelines and boards.

Analytics

Delivery, read and reply rates, campaign performance, conversation volumes and spend.

Billing and wallet

Plans, add ons, GST invoices, wallet top ups and per conversation cost breakdowns.

6. What support does not cover

Saying this in advance is fairer than declining a request after the fact. We will still point you in the right direction for any of it.

• Guaranteeing an outcome that belongs to Meta: template approval, business verification, a higher messaging limit, or the reversal of a ban. We help you appeal. We cannot decide it.
• Writing your marketing strategy, or deciding what your business should say. Managed plans include creative work; the self service plans do not.
• Building custom software, bespoke integrations or one off reports on request.
• Debugging your own website, app, server or third party plugin.
• Recovering data you deleted, once the retention window has passed.
• Helping with sending to lists you do not have consent for. We will decline, and explain why.
• Support in languages other than English and Hindi.

7. How to get answered in one reply

Most tickets take three exchanges because the first one is missing something. These five lines usually collapse it to one.

• What you were trying to do, and what happened instead.
• When it happened, with the date and approximate time.
• The WhatsApp number involved, and the message ID, campaign name or request ID if there is one.
• The exact error text, or a screenshot with the error visible.
• Whether it happens every time or only sometimes.

8. Escalation

If a ticket is not moving, reply on the same thread and ask for it to be escalated. That raises it to a senior engineer and puts it in front of the account owner.

If you are still not satisfied, our grievance officer, Mohd Wasim, handles formal complaints at [email protected]. Complaints are acknowledged within 24 hours and resolved within 15 days. Details are on the contact page.

9. Answer it yourself, faster

The documentation covers most of what the desk gets asked, and it is available without signing in.

• Quick start, from a new account to a first message.
• Connecting your WhatsApp number.
• Templates and the 24 hour window, the two things most people trip over first.
• The API reference, including every error code and what to do about each.
• Troubleshooting and the FAQ.