How to contact customer support: chat, live queue and Zoom meetings

How to contact customer support when the bot doesn't call, leads don't arrive or a setting won't save? The fastest way is right from your account: the question goes to a specialist on the right topic, and the reply comes back where you wrote. The sooner you ask, the fewer calls and leads your business loses while something isn't working.

Customer support is a team of specialists who answer in the chat, take people from the live queue and run Zoom meetings. They help with voice and chat bots, the CRM, telephony and widgets. If you are just starting out, support will tell you for free in a video meeting which scenario to begin with and what an AI voice bot for business can do in your niche.

Support hours and where to write

Support works daily from 10:00 to 19:00 Moscow time (MSK), including weekends. There are three ways to write:

• Chat in your account. The widget button in the bottom-right corner of any page → “Support” → “Support in Chat”.
• Telegram and MAX. In the same menu — “Support in Telegram” and “Support in MAX”: the support bot opens in the messenger.
• The “Help” menu. The “Support” item opens the support page.

Outside working hours the chat still accepts messages: you'll see “It's off hours now”, and the reply will come during working hours. The live queue is closed at night, but you can book a meeting at any time. The “AI assistant” button in the widget menu answers instantly, around the clock, and tells you which section of the account has the setting you need.

How to write a request to the support chat

1. 1
   Open the chat

   Widget button → “Support” → “Support in Chat” → “Write a request in the chat”.
2. 2
   Choose a topic

   The “New request” screen: the topic helps route your question to the right specialist faster.
3. 3
   Enter your phone number

   An SMS may come to this number when the operator replies. Click “Start chat”.
4. 4
   Describe the issue

   What you did, what you expected and what happened. The paperclip next to the field attaches a file, such as a screenshot.
5. 5
   Wait for the reply in this window

   The chat itself says: “We usually reply within a few minutes!”

To speed things up, give your account number right away: avatar → the “Account” window → “Account number”. If the question is about a call, attach its ID: the sales call recordings screen has a “Copy clid” button.

How to tell that support has replied: support ticket status

The request number and status are not shown in the chat: the request simply stays open until it is closed. You can find out about a reply like this:

• the operator's reply arrives in the chat window with a sound, and a minimized chat opens by itself on any page of your account;
• an SMS about the reply may come to the phone number from the request;
• in Telegram and MAX, the reply arrives as a message from the support bot.

If you open the chat again, you'll see the “You have an active request” window. “Continue the conversation” takes you back to the chat, and “New request” closes the current one and starts another. “Close chat” ends the request and opens the “How did it go?” rating, which you can “Skip”. The chat window shows messages only for the current request.

Issue not resolved: reopen a request in Telegram and MAX

When an operator closes a request in Telegram or MAX, the bot sends a summary: what you asked about and what was done. Below it there are three buttons:

• “Issue not resolved” — the bot asks what went wrong and puts the request back in progress. You can reopen it within 7 days after closing, and it will be answered first.
• “I have another question” — a new request on a different topic.
• “Feedback on the employee” — write in one message what you liked and what you didn't.

The chat in your account has no such buttons: if the issue remains, write a new request.

Live queue in Zoom

The live queue is a way to get on a video call with a specialist the same day, without booking a time. Open the support chat → “Live queue in Zoom”, enter your phone number if asked and choose a topic. You'll see “You're in the queue!”: your ticket number, how many people are “ahead of you” and the estimated “wait”. Don't close the window.

When a specialist is ready, “The operator is ready!” pops up with a 5-minute timer. Click “Join the meeting”, and Zoom opens in a new tab. Missed it — you'll see “Time is up” and a “Join again” button. Changed your mind — “Leave the queue”.

The queue works only during support hours, and you can join it once a day. In the Telegram and MAX bot it's the “Live queue in Zoom” button or the “Now (Live queue)” option when you pick a meeting date. When your ticket comes up, the bot sends an “Accept the call and get the link” button.

How to book a support meeting in Zoom

A meeting is useful when a question is easier to sort out by voice: bot setup, a complex call flow, an integration. You can book it in the account chat or in the Telegram and MAX bot: “I want a Zoom meeting” → “Choose a meeting topic”. In the account chat, dates are shown two weeks ahead, each with the number of free slots. Times are in Moscow time, with the specialist's name next to each: the system assigns them.

After you choose, you'll get “Meeting booked!” with the date, time and specialist, and in the messenger — “You're booked!” and the meeting length. You can book one upcoming meeting and no more than once a day. To reschedule, click “Cancel meeting” and book a new time. For some topics support is provided only in meetings — then the chat itself will offer to pick a date.

Where to get the meeting link

The link arrives at the time of the meeting, wherever you booked it:

• Telegram and MAX. The bot reminds you an hour before the meeting. When the specialist is ready, you'll get “The specialist has accepted the meeting!” and an “Accept the meeting and get the link” button — you have 5 minutes to press it.
• Your account. Keep any page of your account open: “The operator is ready!” pops up with a timer and a “Join the meeting” button. An SMS with the link may also come to your phone.

If you don't accept the meeting within 5 minutes, it's cancelled — book again. You can invite colleagues: forward them the meeting link when it arrives.

If you need support because of an error window when saving, first check the article on settings not saving: it covers every such window.

Read also: Settings not saving, AI voice bot for business, Sales call recordings