Get help faster: what to include in a support request

A checklist of the details that let the BaTimo team solve your problem quickly, and how to find them in the Console and mobile app.

A complete request usually gets solved in one reply. Include as many of these as apply.

The checklist

What you expected and what happened. For example: "I expected the assistant to answer on Instagram; it stays silent."
Where. Console page or app screen, and the channel (Instagram, WhatsApp, Web Chat).
When. Date, time and your timezone.
The exact message of any error. A screenshot is ideal.
A way to find the conversation. The customer's name or username, and the time of their message. Do not send customers' private details by email unless needed; the team can look the conversation up.
Your company name and sign-in email.
What you already tried, for example reconnecting the channel or running an assistant test.
Your device: browser and version, or phone model and app version.

Quick checks before you write

Problem	Check first
The assistant does not reply	The troubleshooting checklist, then Billing > Quota Usage (see Conversation quota)
A channel will not connect	Channels overview and your plan's channel limit
Website chat not showing	Website chat widget: script installed once, domain allowed
Booking page shows no times	Staff and availability
Billing or plan question	Plans, usage and billing and the pricing page
AI app cannot connect	Troubleshooting AI Connections

Where to find the details

App version: in your phone's app settings or the app store listing.
Browser: your browser's "About" page.
Screenshots: include the whole page so the menu and the message are visible.

Priorities

Choose Critical only if your business cannot operate. Use High for serious problems with a workaround, Medium for ordinary problems and Low for questions and ideas.