Support guide

This page is available to Enterprise customers only.

This page is available to Enterprise customers only.

Most issues can be resolved without contacting support. Start with the steps below, and reach out if you still need help.

Troubleshoot first

1. Check common issues

   Review the common issues table for quick fixes to frequent problems like missing edits, failed handoffs, or broken imports.

2. Review the FAQ

   The FAQ covers questions about topics, rules, actions, and agent configuration.

3. Diagnose the conversation

   Use conversation diagnosis to inspect function calls, flows, topic citations, and turn latency for a specific call.

4. Check your environment

   Confirm you’re looking at the right environment. Changes saved in Sandbox aren’t live until promoted.

Contact support

If the steps above don’t resolve your issue, you can reach the PolyAI support team by email or directly from the UI.

Email support

Open a pre-filled email to [e-mail] with the details the team needs to help you.

Contact support from the UI

You can also open a support request directly from Agent Studio. Click the Support Hub button in the bottom-left corner of the page.

This takes you to the support portal where you can submit and track your tickets.

Include the following in your message:

• Project link — a URL to the relevant project in Studio
• Environment — Sandbox, Pre-release, or Live
• Call ID — from the Conversations page, if applicable
• Description — what you expected vs. what happened
• Steps to reproduce — how to trigger the issue

Including a call ID helps the support team investigate faster.

Choose the right priority

When you raise a support ticket, select the priority level that matches your situation. Using the correct priority ensures the right response time and avoids delays for critical issues.

P1 — Urgent

You cannot access or use your virtual agent at all. The service is completely unavailable or critically impaired, causing immediate and significant business impact.

Resolution target: 4 hours

Examples:

• Your virtual agent is not picking up any calls
• All callers are being dropped immediately after connecting
• The phone number rings but never connects to the agent
• Complete outage across all skill groups

For emergencies outside working hours, use the 24/7 phone line for the fastest response. During working hours, email and the support portal also work for P1 issues.

P2 — High

A major piece of functionality is not working as expected. The virtual agent is only partially usable, with significant impact to key capabilities.

Resolution target: 8 hours

Examples:

• A reservation or booking flow is failing for all callers
• Transfers to your most-used queue are not completing
• A core intent (e.g. “cancel my order”) is consistently not recognized across many calls
• A critical integration (e.g. CRM lookup) is returning errors for every call

P3 — Medium

An error or functional issue is affecting part of the virtual agent. The issue causes moderate business impact and may allow a workaround.

Examples:

• A few customers have reported the agent misunderstood them on a specific question
• An intent occasionally fails but works when tested
• A single, lower-volume skill group is behaving unexpectedly
• You’ve spotted an isolated wrong response in call recordings

P4 — Low

The issue does not significantly impact business operations. It may relate to minor defects, non-critical functionality issues, or general service requests.

What to expect after you raise a ticket

Once you submit a support request, here’s how the process works:

Response and resolution times

Priority	First response	Resolution target
P1 — Urgent	Immediate	4 hours
P2 — High	Within SLA window	8 hours
P3 — Medium	Within SLA window	As soon as possible
P4 — Low	Within SLA window	As soon as possible

Ticket statuses

Your ticket moves through these statuses as the support team works on it:

Status	What it means
Open	Your ticket has been received and is in the queue
In Progress	A support engineer is actively working on your issue
Waiting for Customer	The support team needs more information from you — check your email for questions
Resolved	The issue has been fixed or the question answered

If your ticket shows “Waiting for Customer,” reply with the requested information to move it back into the active queue.

Support availability

PolyAI support is available every day, including weekends and public holidays.

Report a bug

If you believe you’ve found a product bug:

1. Reproduce the issue and capture screenshots or relevant logs.
2. Note your browser (e.g. Chrome, Safari) and environment (Sandbox, Pre-release, or Live).
3. Email [e-mail] with the details above.

Always test in Sandbox before reporting issues found in production. Some problems are caused by unpromoted changes.