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Before contacting support, please check the Common Issues guide and FAQs. Most problems can be resolved quickly with self-service troubleshooting.

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When to Contact Support

Contact support if you encounter:

Critical Issues

  • System completely down
  • Data loss or corruption
  • Security concerns
  • Payment/billing errors

Persistent Problems

  • Issue persists after troubleshooting
  • Same error occurs repeatedly
  • Unclear error messages
  • Performance degradation

Feature Requests

  • Missing functionality
  • Integration needs
  • Custom requirements
  • Workflow improvements

Questions

  • How to configure features
  • Best practices
  • API usage questions
  • Training requests

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Information to Include

The more information you provide, the faster we can resolve your issue.

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Required Information

1

Clinic ID

Found in Settings → General → Clinic ID (UUID format)Example: a1b2c3d4-e5f6-7890-abcd-ef1234567890
2

User email

Your registered email address for account verification.
3

Browser and OS

  • Browser: Chrome 120, Firefox 121, Safari 17, etc.
  • OS: Windows 11, macOS 14, Ubuntu 22.04, etc.
You can find this in browser → Help → About
4

Timestamp

When did the issue occur? Include timezone.Example: 2025-11-20 14:30:00 CET
1

Clear title

Concise summary of the issue (1 sentence)Good: “WhatsApp bot not responding to patient messages” Bad: “Bot issue”
2

Expected behavior

What SHOULD happen?Example: “Bot should respond within 5 seconds with available slots”
3

Actual behavior

What ACTUALLY happened?Example: “Bot does not respond at all. Patient receives no message.”
4

Impact

How does this affect your clinic?
  • Severity: Critical / High / Medium / Low
  • Affected users: All / Specific role / Single user
  • Workaround available: Yes / No
Provide exact steps to reproduce the issue:
1

Starting point

Example: “Login as clinic admin”
2

Action sequence

Example:
  1. Go to Appointments → Create
  2. Select service “Corte de pelo”
  3. Select date 2025-11-20
  4. Click Search availability
3

Result

Example: “Error appears: ‘No available slots’ (but slots should exist)”
If issue is intermittent, note how often it occurs (e.g., “happens 3 out of 5 times”).
Visual evidence helps diagnose faster:
1

Screenshots

  • Error messages (full screen, including browser address bar)
  • Configuration pages (e.g., Work Hours, Services)
  • Network errors (browser DevTools → Network tab)
How to capture:
  • Windows: Win + Shift + S
  • Mac: Cmd + Shift + 4
  • Chrome DevTools: F12 → Console/Network → Screenshot
2

Browser Console Logs

  1. Press F12 (Chrome DevTools)
  2. Go to Console tab
  3. Right-click → Save as…
Include last 50 lines around the error timestamp.
3

Network Requests (if API error)

  1. Press F12 → Network tab
  2. Reproduce the issue
  3. Find failed request (red status)
  4. Right-click → Copy → Copy as cURL
Paste into support ticket (redact sensitive data).
Redact sensitive information before sharing:
  • API keys, tokens, passwords
  • Patient names, phone numbers, emails
  • Payment information

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Issue-Specific Information

Depending on the issue type, include additional context:
Required:
  • Phone number of patient (for testing): +34612345678
  • Exact message sent by patient: “Hola, quiero una cita”
  • WhatsApp integration status (Settings → WhatsApp): ACTIVE / INACTIVE
  • Last appointment creation date (to check grace period)
Helpful:
  • LangSmith conversation export (JSON) - see WhatsApp Troubleshooting
  • Backend logs: grep "WhatsApp" logs/app.log | tail -n 100
  • Twilio webhook configuration screenshot

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Support Channels

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Email Support

[email protected]

Primary support channel for most issues.Response times:
  • Critical issues: 2-4 hours
  • High priority: 1 business day
  • Medium/Low: 2-3 business days
Business hours: Monday-Friday, 9:00-18:00 CET
Email Template: 
Subject: [URGENT/HIGH/NORMAL] Brief description of issue

Clinic ID: a1b2c3d4-e5f6-7890-abcd-ef1234567890
User Email: [email protected]
Issue Category: WhatsApp / Availability / Appointments / Billing / Other

DESCRIPTION:
Expected: Bot should respond within 5 seconds
Actual: Bot does not respond at all
Impact: High - All patients cannot book appointments via WhatsApp

STEPS TO REPRODUCE:
1. Send "Hola" to +14155238886 from +34612345678
2. Wait 30 seconds
3. No response received

ENVIRONMENT:
- Browser: Chrome 120 on Windows 11
- Timestamp: 2025-11-20 14:30:00 CET
- WhatsApp status: ACTIVE

ATTACHMENTS:
- screenshot_whatsapp_settings.png
- console_logs.txt
- langsmith_conversation.json

ATTEMPTED TROUBLESHOOTING:
- Checked Common Issues guide: Yes
- Verified Twilio webhook: Yes (configured correctly)
- Tested with different phone: Yes (same issue)
- Checked backend logs: Yes (no errors visible)

Please advise.

Best regards,
[Your Name]

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Live Chat (Enterprise only)

In-app chat

Available for BUSINESS and ENTERPRISE plans.Click the chat icon (bottom right) in the dashboard.Availability: Monday-Friday, 9:00-18:00 CETBest for: Quick questions, urgent issues, real-time troubleshooting

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Phone Support (Enterprise only)

+34 900 123 456

Available for ENTERPRISE plans only.Availability: Monday-Friday, 9:00-18:00 CETBest for: Critical production issues, security incidents
Phone support is for emergencies only. For non-urgent issues, use email to ensure proper tracking and documentation.

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Escalation Process

If your issue is not resolved within expected timeframe:
1

Wait for initial response

  • Critical: 4 hours
  • High: 1 business day
  • Normal: 3 business days
2

Follow up on ticket

Reply to support email with “FOLLOW-UP” in subject line.Include:
  • Original ticket number (if provided)
  • Days since initial report
  • Any new information
3

Escalate to management

If no response after 2 follow-ups, email:[email protected]Subject: ESCALATION: Ticket #12345 - [Brief description]
4

Executive escalation (Enterprise only)

For critical production issues on Enterprise plans:Contact your Account Manager directly.

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What to Expect

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Response Timeline

Critical Issues

Definition: System down, data loss, security breach
  • Initial response: 2-4 hours
  • Resolution target: 1 business day
  • Updates: Every 4 hours

High Priority

Definition: Feature not working, affecting multiple users
  • Initial response: 1 business day
  • Resolution target: 3-5 business days
  • Updates: Every 2 days

Medium Priority

Definition: Minor bugs, workaround available
  • Initial response: 2-3 business days
  • Resolution target: 1-2 weeks
  • Updates: Weekly

Low Priority

Definition: Enhancement requests, questions
  • Initial response: 3-5 business days
  • Resolution target: Next release
  • Updates: When status changes

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Resolution Process

1

Acknowledgment

You’ll receive confirmation that we received your ticket, including:
  • Ticket number (for tracking)
  • Priority level (based on impact)
  • Expected response time
2

Investigation

Support engineer will:
  • Reproduce the issue (if possible)
  • Check logs and database
  • Test workarounds
  • May ask for additional information
3

Resolution

Depending on issue type:
  • Configuration: Support will guide you through fix
  • Bug: Engineering will create fix, deploy in next release
  • Feature request: Product team will evaluate for roadmap
  • Question: Detailed answer + documentation link
4

Verification

You’ll be asked to verify the fix works in your environment.
5

Closure

Once verified, ticket is closed. You’ll receive summary email.

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Temporary Workarounds

While waiting for support response, try these common workarounds:
Workaround: Create appointments manually via dashboard.Go to Appointments → Create and book on behalf of patient.Notify patient via SMS/call.
Workaround: Book outside normal hours temporarily.
  1. Add temporary work hours (e.g., extend closing time by 1 hour)
  2. Book appointment
  3. Revert work hours after booking
Workaround: Enable overage temporarily.Go to Settings → Subscription → Allow Overage (toggle ON).Note: You’ll be charged €0.35 per appointment over limit.
Workaround: Use filters to reduce data loaded.
  • Dashboard: Select shorter date range (last 7 days instead of 30)
  • Appointments: Filter by status (CONFIRMED only)
  • Clear browser cache: Ctrl+Shift+Delete

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Self-Service Resources

Before and while waiting for support:

Documentation

Complete user manual with guides, tutorials, and API reference.

FAQs

Answers to 30+ most common questions.

Troubleshooting

Step-by-step debugging for frequent issues.

Video Tutorials

Coming soon - Visual guides for key workflows.

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Feedback and Feature Requests

We welcome feedback and feature requests even if not an “issue”.
How to submit:
  1. In-app feedback: Click Feedback button (top right) in dashboard
  2. Email: [email protected]
  3. Community forum: Coming soon
What to include:
  • Use case: What are you trying to achieve?
  • Current limitation: What prevents you from doing it?
  • Proposed solution: How would you like it to work?
  • Impact: How many users/clinics would benefit?
  • Workaround: Are you using a temporary workaround?
Example: 
Feature Request: Bulk appointment creation

USE CASE:
We run group classes (yoga, pilates) with 10-20 people.
Currently, I have to create 20 individual appointments manually.

CURRENT LIMITATION:
No way to create multiple appointments at once.
Takes 5-10 minutes to book a single class.

PROPOSED SOLUTION:
- Add "Group Appointment" feature
- Select multiple patients from list
- Create all appointments with one click
- Send bulk WhatsApp notifications

IMPACT:
- Would save 1 hour per day for our clinic
- Fitness centers, language schools would benefit
- Estimated 30% of clinics run group activities

WORKAROUND:
Currently creating appointments one by one.
No good workaround available.
Feature requests are prioritized by:
  1. Number of clinics requesting it
  2. Impact on workflow efficiency
  3. Technical feasibility
  4. Alignment with product roadmap
Vote on existing requests in the community forum (coming soon).

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Privacy and Data Security

When sharing information with support, ensure compliance with GDPR and data protection laws.
Best practices:
  • Anonymize patient data: Use “Patient A”, “Patient B” instead of real names
  • Redact phone numbers: +34612**** instead of full number
  • Blur sensitive info in screenshots (use annotation tool)
  • Don’t share passwords or API keys (we’ll never ask for these)
What support CAN access:
  • Your clinic configuration (services, work hours, resources)
  • System logs (backend errors, API calls)
  • Anonymized usage statistics
  • Stripe subscription status (with your consent)
What support CANNOT access:
  • Patient personal data (names, phones, emails) without explicit authorization
  • Your password or login credentials
  • Payment methods (we only see last 4 digits)
  • WhatsApp conversation content (only metadata like timestamps, tool calls)
If support needs to access patient data for debugging, we’ll:
  1. Ask for explicit written consent
  2. Limit access to minimum necessary data
  3. Delete/anonymize data after issue resolution
  4. Provide audit trail of access

Data Protection Policy

Read our full privacy and data handling policy: [email protected]