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.
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
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.
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 help and answers
1. What is the fastest way to find answers to my questions?
The fastest way is to use the AI-powered search available through the in-app help widget. It searches across help articles, FAQs, and product documentation to surface relevant answers.
2. How do I access the AI-powered search?
Log in to your Wati account, click the help widget in the bottom-right corner, select Chat with us → Contact with Support Team, choose an issue type, and start typing your question.
3. Can I talk to a human support agent if the AI does not help?
Yes. You can ask the AI to “Connect me to a human” or “Speak to an agent” at any time to reach the support team.
Contacting the support team
4. How do I create a support ticket from the app?
Log in to your Wati account, click the help widget in the bottom-right corner, select In App Ticket, fill in the required ticket details, and click Create ticket to submit it.
5. What information is required when submitting a support ticket?
You need to provide a title, a description of the issue, select a relevant issue type, and enter your Client ID. You can also attach screenshots or other supporting media.
6. Where can I find my Client ID?
You can find your Client ID in your Wati URL or under Profile Settings, below your email address.
7. What should I do if I cannot log in to my Wati account?
If you’re unable to log in, visit Wati’s Help Center at support.wati.io and use the in-app widget there to contact the support team.
Support plans and add-ons
8. What types of support plans are available?
Wati offers Basic, Standard, and Premium support, with availability depending on your subscription plan.
9. What are Personalized Support Add-ons?
Personalized Support Add-ons include a Technical Account Manager (TAM) for dedicated technical guidance and Premium Onboarding Support for hands-on assistance during setup and onboarding.