Summary
Need a little help? This article outlines how to get in touch with our support team. First, we recommend using our AI-powered search to quickly find answers to common questions. If you need further assistance, you can easily create a support ticket or message our team directly from your Team Inbox.
Instructions
Finding Answers with AI-Powered Search
Before reaching out to our support team, we recommend using our AI-powered search. It's often the fastest way to find answers to your questions.
Our AI is trained on a vast library of help articles, FAQs, and product documentation.
Simply type your question or keywords into the search bar.
The AI will provide relevant articles and suggestions to help you resolve your issue quickly.
How to use our AI search to find the answers
Step 1: Log into your WATI account.
Step 2: Click on the help widget you see in the bottom right corner.
Step 3: Click on the Chat with us -> Contact with Support Team.
Step 4: Select the issue type that best matches what you need help with.
Step 5: Ask away!
Tip: Need a real person? You can ask the AI to "Connect me to a human" or "Speak to an agent" whenever you need extra help.
How to create or submit a new ticket via the in-app help widget
You also have the option to directly create a support ticket if you prefer to skip the AI and talk to our team directly.
Step 1: Log into your WATI account.
Step 2: Click on the help widget you see in the bottom right corner.
Step 3: Click on the In App Ticket button to create a ticket.
Fill in the Ticket Details
Enter the Title of your issue or question.
Provide a Description with relevant details about the issue.
Attach any supporting media (e.g., screenshots) to help our team understand the problem.
Select the Relevant Issue Type
Under Select a relevant issue, choose the category that best matches your issue.
Enter Your Client ID
Your Client ID is required to help us locate your account.
If you don’t know your Client ID, you can find it:
In your Wati URL
Under Profile Settings, below your email address
(Optional) Add a Ticket Reference Number
If this ticket relates to a previous request, you can enter the reference number for better tracking. Here’s a quick video guide you can refer to:
Step 4: Click on Create ticket button to submit the ticket.
Note: If you are on a Wati trial, you can create an in-app support ticket to contact the support team. The Chat with us option is available for Pro and Business plan customers.
If you’re unable to log in, you can visit Wati’s Help Center at support.wati.io and use the in-app widget to reach our support team.
Here's a quick video walkthrough on how to contact Wati support team from the help center.
Types of Support
1. Basic Support
2. Standard Support
3. Premium Support
Support Availability by Plan
Plan | Web Support | Email Support | Live Agent Chat Support |
PayG | No | No | No |
Growth | Yes | Yes | No |
Pro | Yes | Yes | Yes |
Business | Yes | Yes | Yes |
Personalized Support Add-ons
Technical Account Manager (TAM)
A Technical Account Manager (TAM) is a dedicated technical expert who provides personalized assistance to ensure seamless integration and operation of your Wati.io account.
Premium Onboarding Support
Premium Onboarding Assistance provides guided support to help you get started with WATI smoothly. Think of it as having a co-pilot to assist you every step of the way. With Premium Onboarding Support, you get expert assistance to ensure a seamless onboarding experience.
Frequently Asked Questions (FAQs)
Finding answers with AI search
1. How can I find answers using Wati’s AI-powered search?
You can use Wati’s AI-powered search by typing your question or keywords into the search bar in the help widget. The AI will provide relevant help articles, FAQs, and product documentation to help you resolve your issue quickly.
2. How do I access the AI-powered search in Wati?
To access the AI-powered search:
Log in to your Wati account.
Click the help widget in the bottom-right corner of the interface.
Click Chat with us → Contact with Support Team.
Select the issue type that best matches your request.
Enter your question or issue in the chat.
3. How can I connect to a human agent from the AI chat?
While using the AI chat in the help widget, you can type “Connect me to a human” or “Speak to an agent” to request assistance from a human support agent.
Creating a support ticket
4. How do I create a support ticket in Wati?
To create a support ticket:
Log in to your Wati account.
Click the help widget in the bottom-right corner.
Click the In App Ticket button.
Enter the ticket title, description, relevant issue type, and your Client ID.
Attach supporting media such as screenshots if needed.
Click Create ticket to submit the ticket.
5. What information is required when creating a support ticket in Wati?
When creating a support ticket, you must provide a title, a description of the issue, a relevant issue type, and your Client ID. You can also attach supporting media such as screenshots to help the support team understand the issue.
6. Where can I find my Client ID in Wati?
You can find your Client ID in your Wati account URL or under Profile Settings, below the email address associated with your account.
7. Can trial users contact Wati support through the in-app ticket system?
Yes. Users on a Wati trial can create an in-app support ticket to contact the support team. The Chat with us option is available only for customers on the Pro and Business plans.
8. How can I contact Wati support if I cannot log in to my account?
If you cannot log in to your Wati account, you can visit support.wati.io and use the help widget on the Help Center to contact the support team.
Support options
9. What support channels are available for each Wati plan?
Support availability varies by plan:
PayG plan: No web support, email support, or live agent chat support
Growth plan: Web support and email support are available, but live agent chat support is not available
Pro plan: Web support, email support, and live agent chat support are available
Business plan: Web support, email support, and live agent chat support are available