Support
Contact
Section titled “Contact”Email admin@imvirtuai.com. We answer as soon as we can, and work on the most severe issues first.
Customers who bought VirtuAI through Google Cloud Marketplace get the same support as direct customers.
What to include
Section titled “What to include”A complete first message saves a round trip:
- Workspace name, and the agent ID if the problem involves an agent
- Channel: web chat, voice, WhatsApp or Google Chat
- What happened and what you expected instead
- When it happened, with time zone
- Steps to reproduce, if you know them
- Screenshots, or a conversation export from Conversations. Exports are masked.
Severity
Section titled “Severity”| Severity | Meaning |
|---|---|
| 1 – Critical | Production is down, or every agent in a workspace has stopped answering |
| 2 – High | A major feature or channel fails, and there is no workaround |
| 3 – Normal | Something is wrong but there is a workaround |
| 4 – Low | Questions, how-to requests, feature requests |
Put the severity in the email subject, for example [Sev 2] WhatsApp replies failing. We may adjust it after triage.
Before you write
Section titled “Before you write”The answer may already be in Troubleshooting.