Summary
Need help using Wati? There are several ways to find answers depending on what you're trying to do. You can search the Wati Knowledge Base with AI, explore the Astra Help Centre for AI agent documentation, learn through Wati Academy courses, or contact our support team if you still need assistance. This guide explains when to use each resource and how to reach the right team.
Instructions
Find help before contacting support
Before reaching out to our support team, we recommend checking one of Wati's self-service resources. In most cases, you'll find the answer faster than waiting for a support response.
The Wati Knowledge Base is the primary documentation portal for Wati.
The Knowledge Base contains four types of content:
User guides for setting up and configuring features
Troubleshooting guides for resolving common issues
Best practices to help you get better results
Reference documentation for APIs, webhooks, and field definitions
Find answers faster with AI-powered search
Instead of browsing articles manually, you can ask the AI assistant your question in plain language.
The AI searches across the Knowledge Base and provides:
Direct answers
Relevant help articles
Context based on your question
Tip: Upload screenshots to help the AI better understand your issue.
If you're learning Wati or onboarding new team members, Wati Academy provides structured, self-paced training.
Interactive, hands-on courses that teach you Wati across every channel, built for marketing, sales, support, and customer success teams. It's self-paced, so you can work through it around actual work, and it's available in English, Portuguese, Spanish, Simplified Chinese, Traditional Chinese, and Bahasa Indonesia.
It's the best starting point for two situations: onboarding someone new to your Wati account, and getting properly fluent in a part of the platform you've only used at surface level.
Worth bookmarking if you're working through the courses - certification is on the way, so the time you invest now won't just live in your head.
Which resource should you use?
If you need to... | Recommended resource |
Troubleshoot an error or learn how a feature works | Wati Knowledge Base (AI search recommended) |
Learn Wati through guided courses | Wati Academy |
Need additional assistance after trying the available resources | Contact Wati Support |
How to contact Wati support
If you still need help after checking the available resources, you can contact our support team directly.
Contact support from your Wati account
Prefer a visual walkthrough? Watch our video guide to learn how to get support and find answers in Wati:
Follow these steps to contact Wati support team:
Log into your Wati account.
Click the Help widget in the lower-right corner.
Select Contact Support > Start Chat.
Choose the category that best matches your issue.
Describe your question.
Our AI assistant will first suggest relevant help articles and answers.
If you still need assistance, simply ask to speak with a support agent. If your plan includes live chat support, your conversation will be routed to our support team.
Tip: For the best results, try asking clear and specific questions. Include screenshots, the feature you're using, and any error messages to help the AI provide more accurate answers.
Contact support if you can't log in
If you cannot access your Wati account, visit the Wati Knowledge Base and use the support widget available on the website to create a support request.
Tip: Make sure you are logged into your Wati account before contacting the support team. This allows us to access your account details more quickly and helps speed up issue resolution.
Contact the Billing team
For questions related to:
Invoices
Payments
Subscriptions
Refunds
Credits
Contact the Billing team directly at [email protected].
To help us investigate your billing request faster, include:
Wati Account ID or Tenant ID
Invoice number
Payment reference (if available)
Types of support
Wati offers different levels of support based on your subscription plan.
Support availability by plan
Plan | Web Support | Live Agent Chat Support |
PayG | No | No |
Growth | Yes | No |
Pro | Yes | Yes |
Business | Yes | Yes |
Personalized support add-ons
Technical Account Manager (TAM)
A Technical Account Manager (TAM) is a dedicated technical expert who helps you manage and optimize your Wati setup.
A TAM can assist with:
Technical guidance
Integration support
Best practices
Ongoing account assistance
Premium onboarding support
Premium Onboarding Support provides guided assistance to help you set up and start using Wati smoothly.
With Premium Onboarding Support, you receive:
Step-by-step onboarding guidance
Help with setup and configuration
Expert assistance during implementation
Support for a smoother onboarding experience
Frequently Asked Questions (FAQs)
Self-service resources
1. What is the fastest way to find answers to questions about Wati?
The fastest way to find answers is to use the AI-powered search in the Wati Knowledge Base. You can ask your question in plain language, and the AI will search the Knowledge Base to provide direct answers, relevant help articles, and context related to your question.
2. What types of content are available in the Wati Knowledge Base?
The Wati Knowledge Base includes four types of content:
User guides for setting up and configuring features.
Troubleshooting guides for resolving common issues.
Best practices for using Wati effectively.
Reference documentation for APIs, webhooks, and field definitions.
3. When should I use Wati Academy instead of the Wati Knowledge Base?
Use Wati Academy if you are onboarding new team members or want structured, self-paced training to learn Wati in more depth. Use the Wati Knowledge Base when you need help with a specific feature, troubleshooting, or product documentation.
4. How can I get better answers from the AI assistant?
For the best results, ask clear and specific questions. Include details such as the feature you are using, any error messages you received, and screenshots when available. Providing more context helps the AI better understand your issue and provide more accurate guidance.
Support plans and services
5. Which Wati plans include live agent chat support?
Live agent chat support is available on the Pro and Business plans. The Growth plan includes web support only, while the PayG plan does not include web support or live agent chat support.
6. What is the difference between a Technical Account Manager (TAM) and Premium Onboarding Support?
A Technical Account Manager (TAM) provides ongoing technical guidance, integration support, best practices, and account assistance to help you optimize your Wati setup. Premium Onboarding Support focuses on helping you get started with Wati by providing guided onboarding, setup and configuration assistance, implementation support, and step-by-step onboarding guidance.