Support requests

Use lightweight in-app support requests when the AI assistant and docs do not unblock the next step.

Last updated:

Support requests give signed-in users a calm in-app way to ask the ChannelWeave team for help when the AI assistant and the docs do not unblock the next step.

They are intentionally lightweight. ChannelWeave does not present a full customer service desk, SLA queue, or public-contact replacement inside the app. The request captures enough context for the team to help and to identify whether AI assistant, docs, onboarding, or UI guidance needs improving.

User flow

Users can open Ask the ChannelWeave team from:

  • AI assistant surfaces, including the modal and full-page AI assistant
  • Settings → Help & onboarding
  • /support

The form captures:

  • a short subject
  • what the user was trying to do
  • the app page or area, when available
  • optional AI assistant context when the AI assistant did not unblock the task

Submitting the form creates a support request for the signed-in workspace. The public website contact form remains available for public sales, legal, privacy, and pre-sign-in enquiries.

Customer admin triage

Admins who can view support requests can open Admin → Support requests. Admins with support-request management access can update the request status and category. This queue only ever shows requests raised in your own workspace.

Statuses:

  • New: not reviewed yet
  • Reviewing: being investigated
  • Waiting for customer: a human follow-up needs customer input
  • Resolved: no longer open

Categories:

  • Untriaged
  • Missing AI assistant answer
  • Missing docs
  • Confusing UI
  • Bug
  • Onboarding
  • Integration/platform limit

Categories are curated improvement signals. Request text is never fed into AI assistant automatically; if a request shows a genuine gap, the ChannelWeave team updates the relevant docs or approved AI assistant guidance deliberately.

ChannelWeave team triage

The ChannelWeave team reviews support requests in a separate internal queue so requests reach a human even when no customer admin is watching the Admin queue.

Both the Admin queue and the internal team queue return at most 100 matching requests. Their headers use 1 result shown or N results shown: this is the returned row count, not a total of every matching request.

Data and permissions

Support requests are stored scoped to your workspace. Customer admins can only read and update requests raised in their own workspace, and the ChannelWeave team's internal triage is the only cross-workspace view.

The default Admin role can view and manage support requests.