> ## Documentation Index
> Fetch the complete documentation index at: https://docs.linkiasoft.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact support

> What to include so your first reply is an answer rather than a request for more detail.

Before writing in, it is worth asking the assistant on the **Help** page — it answers from
these articles and cites where its answer came from, so you can check it.

If that does not resolve it, contact support.

## What to include

The difference between a same-day fix and three days of back-and-forth is usually just
this:

<Steps>
  <Step title="What you expected, and what happened">
    "The chat should have gone to Sara, it went to Ali" beats "assignment is broken".
  </Step>

  <Step title="One concrete example">
    A conversation, a customer name, a broadcast — something specific we can open. One real
    example is worth several paragraphs of description.
  </Step>

  <Step title="When it started">
    And whether it ever worked. "It stopped on Tuesday" points somewhere very different
    from "it has never worked".
  </Step>

  <Step title="Which channel">
    Almost everything is channel-specific, and the name in your workspace is what we need.
  </Step>

  <Step title="Who is affected">
    One agent, or everyone? A single person usually means roles or channel grants; everyone
    usually means the channel or a setting.
  </Step>
</Steps>

## Things worth checking first

They resolve a large share of what reaches us:

| Symptom                        | Check                                                                                                             |
| ------------------------------ | ----------------------------------------------------------------------------------------------------------------- |
| An agent receives no chats     | Their role's [channel grants](/help/getting-started/invite-your-team#roles-decide-two-different-things)           |
| Chats go to the "wrong" person | [How assignment works](/help/routing/how-assignment-works) — it balances load, and customers stick to their owner |
| Cannot reply on WhatsApp       | The [24-hour window](/help/campaigns/template-approval#why-templates-exist)                                       |
| Template rejected              | The [reason on the template](/help/campaigns/template-approval#rejection-reasons)                                 |
| Nothing arriving at all        | [Messages not sending](/help/troubleshooting/messages-not-sending)                                                |

## Reporting a wrong answer from the assistant

If the help assistant told you something incorrect, use the thumbs-down on the answer and
say what was wrong. That goes straight to the people who maintain these articles, along
with the question you asked and the article it answered from — it is the fastest way to
get the documentation fixed for everyone.