Autymate has many ways for you to get support. Learn about all the ways to get support from Autymate so you can get the help you need. In addition, we offer Chat, Email, and Text. When a support ticket cannot be solved over Chat or email, we offer Zoom support with screen share to quickly resolve the issue.

*Please note that to keep our prices low, we do not staff a call center at this time, but we offer Zoom meetings so we can quickly solve your issues faster than over the phone.

Q: How do I find answers fast via self-service?

You can use the User Guide and [search for your questions here](support.autymate.com].

Q: Where can I get support?

A: Autymate provides support in three ways:

• • By User Guide at Support.Autymate.com. Search for anything and find answers fast. After you log in to the portal with your franchise or ISV email, you will have access to all custom documentation for your specific franchise or ISV setup.
• By Chat from within the product when you go to your portal (see the chat box in the lower right corner of the web app)
• By Email at Support@Autymate.com
• By a Support form, you can also fill out this form link to submit a ticket.
• By Text at +1 (615) 551-5848. Please text us or call and leave a detailed message and be sure you contact us from a number that supports SMS messages. Otherwise, you will not get our response.

Getting the most out of Chat

You’ll be greeted by Auty Bot, a chatbot that can instantly answer many of your questions about Autymate. Ask Auty Bot a question or describe your issue in a complete sentence for the best results. The Auty Bot will provide links to relevant help, training materials, or step-by-step guidance. If you read through Auty Bot’s guidance and still need help, click No, I still need help to begin connecting with an agent.

If you’d like to connect with a person at any point in a conversation, do so using these instructions:

• To connect with a support agent, say, “talk to the agent.”
• To connect with your account representative, say, “talk to sales.”

Auty Bot will ask you a few questions to help route your conversation to the right person.

Don’t worry about getting disconnected. With ongoing conversations, you can leave and remain confident that you can pick it up again later or get an email notification when a response has been provided.

There are two ways to locate conversations you have previously had with Autymate Customer Support.

Use the messaging widget in your Autymate product. Click the message icon in the lower right of any product. You’ll see a complete list of your past conversations:
View your current or previous conversations in the Autymate Help Center by signing in, then clicking your Avatar > My Activities.

Contacting Autymate Customer Support when Messaging is down

Suppose you’re having technical issues connecting over messaging due to an Autymate outage, degradation of the system, or performance issues. In that case, the widget will display the message Unable to connect to Auty Bot.

To contact the Autymate Customer Support during these times:

1. Click this link to open a temporarily available form to receive your requests while the service remains down.
2. Fill in all the required fields in the form:

• Your email address is the email used to sign in to your account.
• Name first and last
• Phone: If you want us to text you.
• Topic, the Topic you want to talk to.
• What is your question about the subject of your ticket?
• Tell us how we can help? a detailed description of your issue or question.
• Business Impact (optional), your query’s urgency level. For more details, see Autymate’s best practices for assessing business impact.
• Product Area (optional), the Topic of your request.
• Attachments (optional), any attachment you may want to add to your request.

1. Select Submit.

The form will create a ticket, and an agent will get back to you by email. This ticket won’t appear in your current or previous conversations in the widget, but you can view it under My Activities.

Video on how to get support

Please see the following demo video showing chat support and level 2 support options.

UPS | GUIDE: How to get support from Autymate? - Watch Video