Contact Support

What it is

The supported way to reach a human at Agentency is the Contact page on the public website, at /contact. It is the same site the Help Center lives on, so you can get there without being signed in — which matters, because the most urgent reason to write is that you cannot sign in.

Two things to know before you start typing:

• There is no support form or support chat inside the dashboard. Nothing is hidden from you; the contact form genuinely lives on the public site. If you are hunting through Settings for a Help link, stop.
• You do not get a ticket number. The reply comes to the email address you supply, so give one you can actually read. The confirmation says "Thanks — we've got it. You'll hear back from us by email, usually within one business day."

The Contact page also shows a support email address if you would rather write from your own inbox — "Prefer your own inbox? Write to…". Use whichever suits you; the form is easier to route because it asks for a topic.

When you would use it

After you have tried the matching troubleshooting article. Most reports resolve in the first three steps of one of them, and a message that says "I already tried X, Y and Z" gets a far better first reply than one that does not.

The cases where writing immediately is right:

• You have lost both your authenticator app and your backup codes. No article can get you past that.
• You are locked out of the only owner login for a workspace.
• Something looks like a genuine fault — money taken and no plan change, an action that succeeded but had no effect.
• The account owner has left and ownership needs to move. Ownership is not a self-serve setting, so raise it before you delete or change anything.

Where to find it

The Contact link in the footer of the public Agentency website, under Company. Or go directly to /contact.

You can be signed out. You do not need to be the account owner.

Steps

1. Open the Contact page.
2. Fill in your name and the email address you want the reply sent to. If you are writing about a workspace, use an address the account owner would recognise.
3. Choose a topic. Support for a problem; the others route elsewhere and will slow you down.
4. Write the message. The section below is what to put in it.
5. Submit. You will see "Message sent" on screen.
6. Watch that inbox. There is no in-product notification, and by default there is no automatic acknowledgement email either — the on-screen confirmation is your receipt.

What to include

A good first message removes an entire round trip. Include:

• Which workspace, identified by the account owner's email address. "My account" is not enough when a person is a member of three.
• The chatbot name, if the problem involves one.
• Where it happened — the dashboard, the hosted page, your website widget, or a messaging app. These fail for completely different reasons and the fix differs accordingly.
• The exact time, with your timezone. "Tuesday afternoon" is much harder to find in a log than "14:35 UTC+3 on Tuesday".
• What you saw, quoted exactly. Copy the message rather than paraphrasing it — "unavailable" and "not ready yet" mean different things.
• What you already tried, from the relevant help article.
• The request id, if this is an API problem. Every API response carries one, and it takes support straight to the right record — see API host — no /api prefix.
• A screenshot, cropped so it shows the problem and not your customers' details.

What never to send

Nobody at Agentency will ask for any of these, and sending them creates a new problem on top of the one you are reporting:

• Your password. Ever, under any circumstances.
• Two-factor codes or backup codes. A code you send in an email is a code somebody else can use.
• API keys. If you have already pasted one into a message, revoke it now and say in your next message that you rotated it. Do not send the replacement.
• Full card numbers. The last four digits are enough to identify a payment.
• Your customer list. A CSV of contacts is never needed to diagnose a fault.

What support can and cannot do

Can: investigate a fault, explain what happened on the platform side, help with account recovery, and look at a billing discrepancy.

Cannot:

• Bypass owner-only Billing for a member. If a plan must change, the owner has to do it. See Why Billing is missing.
• Recover an anonymized customer. That data is genuinely gone — see Anonymize a customer.
• Show you an API key secret again. It is not stored in a readable form.
• Grant you credits because you asked. Complimentary grants exist but are not a support entitlement.

Limits and plan notes

The form is rate-limited, per address and per network. Sending the same message five times will slow you down rather than speed you up. Send once, wait, and add detail in a follow-up if you must.

There is no phone line, no live chat, and no in-app widget, unless whoever runs your installation has given you something else in writing.

Support is not tied to your plan tier in the product. The Contact page is the same for everybody.

The Help Assistant on the marketing site can point you at articles. It cannot open a ticket, look at your account, or escalate anything. For a billing or recovery case, use the form.

Common problems

I cannot sign in, so I cannot prove who I am.

Say so in the message, and write from the email address on the account. That is the strongest identification you have, which is why the form asks for it rather than requiring a login.

I sent an API key in my first message.

Revoke that key immediately on Settings → Developer, then reply saying you have rotated it. Do not include the new one.

The form says the message is too short.

There is a minimum length, because a two-word message cannot be acted on. Describe what you expected, what happened, and where.

The form will not submit at all.

Wait a minute — you may have tripped the rate limit — then try once more. If it still fails, use the email address shown on the same page instead.

How long until someone replies?

Normally within one business day, as the confirmation says. Volume varies. A message containing the workspace, the time, the surface, and the exact wording you saw is answered faster because it does not need a clarifying reply first.