Getting Help & Support
Find out how to get help from Bugalou — browse help articles, contact support via tickets, and access your dedicated account manager (Enterprise).
Ways to Get Help
Bugalou offers several support resources depending on your needs and plan:
1. Help Center
You're already here! The Help Center contains articles organized by category:
- Quick Start — getting started guides for new users
- Product — detailed guides for all features
- Channels — how to connect and configure each channel
- Conversation Growth — grow your customer conversations
- Integrations — connect third-party tools and platforms
- Broadcasts — send bulk messages and campaigns
Use the search bar at the top of the Help Center to quickly find articles. All articles are available in English and Dutch. You can also browse our FAQ page for common questions.
2. Support Tickets
For issues that aren't covered by help articles, submit a support ticket or visit our contact page:
- Click Support in the sidebar
- Click "Create Ticket"
- Describe your issue or question
- Attach screenshots if helpful
- Submit the ticket
Our team responds to tickets based on your plan priority:
- Starter — standard response time
- Pro — priority support (faster response)
- Enterprise — priority support + dedicated account manager
3. Dedicated Account Manager (Enterprise)
Enterprise customers have a dedicated account manager whose name, email, and phone number appear on the dashboard overview page. Contact them directly for:
- Personal onboarding and training
- Custom configuration assistance
- Strategic advice and best practices
- Billing and contract questions
4. Support Access
If you need hands-on help, you can grant the Bugalou support team temporary access to your workspace. Go to Settings → Organization settings and toggle "Grant Support Access". You can revoke this at any time.
Common Issues
| Issue | Quick Solution |
|---|---|
| Can't connect a channel | Ensure you have an active subscription (Starter+) |
| WhatsApp messages not sending | Check if you're within the 24-hour window. Use a template for proactive messages. |
| AI agent not responding | Check AI message limits on the dashboard. Upgrade if at 100%. |
| Team member can't access a feature | Check their role. Agent role only has inbox + contacts access. |
| Emails not syncing | Emails sync every 5 minutes. Reconnect the email account if issues persist. |
More Resources
Looking for more? Check out these additional resources:
- Frequently Asked Questions
- Contact Us
- Book a Demo — get a personalized walkthrough of Bugalou