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: Ask away!
Tip: For best answers, ask a full question instead of simply typing the keyword.
Here’s a quick video walkthrough for you:
Talking to our support team
Even though we've trained our AI to be a super-smart helper, sometimes you just need to chat with a real human (we get it!). If the AI search doesn't quite hit the mark, don't worry! It'll give you the option to connect with our support team.
How to create or submit a new ticket via the in-app help widget
Click "Connect with our team"
You'll see the “Connect with our team” button if the AI answer isn't helpful. Click on it to proceed.
Click on “In App Ticket” button to continue.
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:
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-Powered Search
1. How can I use AI-powered search to find answers?
→ To use AI-powered search:
Log into your WATI account.
Click the help widget in the bottom right corner.
Type your question or keywords.
For the best results, ask full questions instead of single keywords.
2. What kind of issues can AI-powered search help with?
→ The AI is trained on help articles, FAQs, and product documentation. It can assist with troubleshooting, best practices, and general product guidance.
3. What if the AI-powered search doesn’t provide a helpful answer?
→ If AI search doesn’t resolve your issue, it will give you the option to connect with our support team for further assistance.
Contacting the Support Team
4. How do I submit a support ticket?
→ To submit a ticket:
Click "Connect with our team" when the AI search is not helpful.
Select "In-App Ticket" to proceed.
Fill in the required details (Title, Description, Screenshots, Issue Type).
Enter your Client ID to help locate your account.
5. Where can I find my Client ID?
→ You can find your Client ID in:
Your WATI URL
Profile Settings, below your email address
6. Can I reference a previous support ticket?
→ Yes, you can enter a Ticket Reference Number when submitting a new ticket for better tracking.
Support Availability & Plans
7. What types of support plans are available?
→ We offer three levels of support:
Basic Support (Growth Plan)
Standard Support (Pro Plan)
Premium Support (Business+ Plan)
8. Which support channels are available for each plan?
Plan | Web Support | Email Support | Live Chat Support |
PayG | No | No | No |
Growth | Yes | Yes | No |
Pro | Yes | Yes | Yes |
Business | Yes | Yes | Yes |
Personalized Support Add-ons
9. What is a Technical Account Manager (TAM)?
→ A Technical Account Manager (TAM) provides personalized technical support to help with integrations, troubleshooting, and account optimization.
10. What is Premium Onboarding Support?
→ Premium Onboarding Support offers guided assistance to ensure a smooth setup of your WATI account, helping you at every step.
11. How can I access Premium Support add-ons?
→ You can learn more about TAM services and Premium Onboarding by clicking the provided links in the article or reaching out to our team.