Something is broken and none of this helped. What should I send you?
Open Help in your sidebar and email us, the more specific detail you include, the faster we can actually find and fix it.
You worked through the relevant article in this section and you are still stuck. That happens, some things really can only be seen and fixed from our side. Here is how to reach us, and what to include so we can actually help on the first reply instead of asking you three more questions first.
How to reach us
- Open Help from your sidebar and start a chat. The assistant tries first, and hands you to a person if it cannot help.
- Or email support@peakifyhub.com directly, from the email address on your account if you can, so we can find you quickly.
We reply within one business day, Monday to Friday. If it is actively stopping your business from working right now, a channel is fully down, put the word URGENT in your subject line.
What to include
The single biggest thing that speeds up a reply is specifics instead of "it is broken":
- What you were doing. Which screen, which button, which conversation or contact, as exactly as you can describe it.
- What you expected to happen, versus what actually happened. A message you saw on screen is worth quoting exactly, word for word if you can.
- Roughly when it happened. Even an approximate time helps us find the right record in our logs.
- Which customer or number was involved, if relevant. A phone number, an email address, or a contact's name, so we can pull up the exact conversation or number you mean rather than guessing.
- Whether it is happening to everyone on your team, or just you.
What is not needed
You do not need to attach a screenshot or explain any technical detail about why you think it is broken, a plain description in your own words of what you saw is genuinely more useful to us than a guess at the cause.
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More in Something is not working
The other guides people read alongside this one.
- Why is the chat box not showing on my website?
Almost always one of two things: the snippet was never actually published live, or your account has a newer snippet waiting on a switch only we control.
- Why is the AI not replying at all?
About half a dozen switches can quietly silence the AI on one conversation without anything looking broken. Check them in this order.
- The AI answered something wrong, or made something up. What do I do?
The real fix is almost always what the AI knows or how strictly it is told to stick to your services, not a bug to report.
- Why are my texts not arriving?
Check the reason shown on the message itself first, most causes are plain-language and self-explanatory once you see them.
Did this not cover it?
Start a chat and the assistant will try first. If it cannot help, it hands you to a person.
Or email support@peakifyhub.com. We answer within 1 business day, Mon–Fri.