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Contact Support

If you need help with your Agentsy account, AI Experience, knowledge, domain, or subscription, start with the relevant Help Center guide. If the issue remains unresolved, contact the Agentsy team through the support channel provided in your account or in official Agentsy communications.
Support contact methods and availability may vary. Use the contact information currently published by Agentsy or provided to your organization. This guide does not imply a guaranteed response time or a particular support channel.

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Find the right help

If you are unsure which guide applies, describe the outcome you were trying to achieve and what prevented you from completing it.

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Before contacting support

A few checks can help narrow down the issue:
  1. Identify the affected area. Is the problem with your account, organization settings, public AI website, assistant responses, uploaded knowledge, domain, or billing?
  2. Check whether the issue is reproducible. Try the action again once and note whether the same behavior occurs. Avoid repeating actions that could create duplicate charges or other unwanted changes.
  3. Check the scope. Does it affect one conversation, one browser, one visitor, or everyone using the AI Experience?
  4. Review recent changes. Note any recent updates to system instructions, knowledge files, access settings, domain records, or subscription details.
  5. Consult the relevant guide. Use the table above for focused troubleshooting steps.
For public AI website issues, compare the experience on its Agentsy-provided URL and custom domain, if both are available. This can help isolate domain-related problems.

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How to request assistance

  1. Open your Agentsy account and look for any available help or support option.
  2. If no in-app option is available, use a verified contact method from the official Agentsy website or your existing onboarding and account communications.
  3. Describe the issue and include the relevant details listed below.
  4. Keep a copy of your request and any reference number you receive.
  5. If support asks for additional information, share only what is necessary to investigate the issue.
Do not send passwords, authentication codes, API keys, payment card numbers, private documents, or sensitive visitor conversations in an ordinary support message. Ask for an approved secure method if sensitive information is genuinely required.

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What to include in your request

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Support request template

Copy and adapt this template:

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Explain the impact

Providing context about the impact helps support understand the situation. For example:
  • Visitor-facing interruption: Visitors cannot start or continue conversations.
  • Access problem: An account owner cannot access administrative settings.
  • Knowledge problem: The assistant is giving inaccurate or unsupported answers on an important topic.
  • Domain problem: A public website is unreachable or displays a certificate warning.
  • Billing problem: A charge, invoice, or subscription status needs review.
Describe the actual impact rather than assigning your own priority or assuming a guaranteed resolution time.

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Security and privacy concerns

If you suspect unauthorized account access, exposure of private knowledge, or inappropriate disclosure of visitor information:
  1. Stop sharing the affected experience or information if you can do so safely through existing controls.
  2. Protect your account using the security options available to you.
  3. Contact Agentsy through a verified official channel and clearly identify the issue as a potential security or privacy concern.
  4. Preserve relevant timestamps and evidence without forwarding sensitive information unnecessarily.
  5. Follow your organization’s incident-response and legal obligations where applicable.
For preventive guidance, see Security and Members and permissions.

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Questions about AI behavior

When contacting support about an assistant’s answer, it helps to separate three possibilities:
  • Technical issue: The response fails, stops streaming, or shows an error.
  • Knowledge issue: The assistant cannot locate or correctly use information in uploaded documents.
  • Configuration issue: The assistant responds but does not follow the intended role, boundaries, or handoff guidance.
Include a redacted example question, a description of the response, and the result you expected. Avoid including personal information from real visitors when a synthetic example will work. For more guidance, see Assistant response issues, Knowledge retrieval problems, and Testing your assistant.

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After you submit a request

Keep the original issue description available for follow-up. If the situation changes, update the existing support conversation when possible rather than submitting multiple duplicate requests. When the issue is resolved:
  • Repeat the original steps to verify the fix.
  • Test the visitor-facing experience, not only the administrative view.
  • Review any related changes to knowledge, access, domain, or billing settings.
  • Record the resolution for your team if the issue might recur.
A useful support request states what you tried, what happened, what you expected, and how to reproduce the issue—without exposing sensitive information.