Support
Is something not working as expected, or would you like to discuss a better setup? You don't have to work it out yourself. In this chapter you'll read which checks you can do yourself in two minutes, how to write a report we can act on immediately, which channels you can reach us through and what follow-up you can expect.
Step 1 — Check this yourself first (2 minutes)
By far the most notifications are caused by one of these five things. They can all be checked yourself:
- Is the assistant switched on? Check in the inbox whether the conversation is not set to manual: if a colleague has taken over, the assistant is deliberately silent.
- Is the channel connected? Check in Channels whether the channel is set to connected and is not requesting a new connection.
- Is the answer in the knowledge base? What isn't in there, your team member can't know — see Train your bot.
- Is it included in your plan? Some features are part of an upgrade — see Plans & upgrade.
- Is the contact excluded? Excluded contacts never receive automatic replies; this is a setting per conversation.
Step 2 — Choose the right entry point
| Situation | Where you can best go |
|---|---|
| How does something work? | This manual — start at Getting started or the chapter for your channel |
| Background and explanation | The knowledge base with in-depth articles |
| Something isn't working | E-mail to support@slimbot.nl with the details from step 3 |
| Quick question in between | Send us a message via the chat window on this site |
| Discuss setup | Request a brief consultation; we'll review your setup with you |
| Billing or plan | Plans & upgrade, or e-mail us with your question |
Step 3 — How to make a report that can be dealt with immediately
The more specific your report, the faster it will be resolved. Include this:
- What happened, and what did you expect? One sentence per point is enough.
- When — date and time as precisely as possible. This helps us find the conversation.
- Which channel — phone, WhatsApp, chat or e-mail.
- Which conversation — the telephone number or the name of the contact, or a screenshot.
- How often — one-off or recurring?
- What you already tried, so we don't do that again.
Example of a good report: "This morning around 9:20 a customer called our 085 number about a quote. The assistant answered but didn't forward the call, even though 'quote' should go to a person. This has been happening since Monday. I've already checked the forwarding rule – it's switched on."
Step 4 — What you may expect
- Acknowledgement with a reference number, so you know it's being handled.
- Feedback with the cause, not just an "it has been resolved". You read what went wrong and what we did.
- Something not working straight away? You will hear from us in the meantime, with a temporary solution if one is available.
- Structural improvements we incorporate into the platform, so that other users benefit from them too.
The precise response times are part of your plan; they're listed on Plans and in your agreement.
Step 5 — In the event of a disruption
- Check whether it's affecting one channel or everything: that saves us half the search.
- Report it with time and channel; multiple reports of the same thing help us see the pattern.
- Temporarily set your most important channel to forward to your own number, so customers can still reach you.
- You will be notified as soon as it has been resolved, with a brief explanation of what happened.
Common mistakes
| Error | Solution |
|---|---|
| "It's not working" without a time or channel | Add date, time and channel; then we'll find the conversation straight away |
| Reporting from a different address than your account | E-mail from the address of your account, or mention your company name |
| Changing settings during the investigation | Leave it for now until we've had a look, otherwise the trail is gone |
| Expecting the assistant to know something that is not documented anywhere | Add to your knowledge base; that solves more than a support request |
| Include customer data in a screenshot | Make sensitive data unreadable; time and number are enough for us |
| Only report what's going wrong | Also report what works well and what you would like more of; that is what we steer the platform towards |
Frequently asked questions
How do I reach support fastest?
By e-mail to support@slimbot.nl with time, channel and a brief description. Short questions can also be asked via the chat window on this site.
Do you also help with setup?
Yes. Besides faults, we help you think through your setup: which questions may be automated, when to forward and how to improve your knowledge base.
Can someone view my account?
Only if you give permission for that and for as long as it's needed for your query. We look at the settings and conversations related to the issue.
What if my customer has a complaint about a conversation with the assistant?
Send us the time and the channel. We'll retrieve the conversation, explain what happened and adjust the knowledge or rules so it doesn't happen again.
Will my customer notice they're talking to a digital team member?
Yes. Your team member introduces themselves as a digital colleague and honestly says that they are if asked. In case of doubt or sensitive subjects, they forward to a human.
Is there support outside office hours?
Your digital team member works 24/7. Reports outside office hours are picked up on the next working day, unless your plan includes broader arrangements.