​

In-App Support Chat

​

Overview

• 💬 Live chat with KnoxCall support team
• ⚡ Instant responses during business hours
• 📎 Send screenshots and files
• 📧 Email notifications for offline messages
• 💾 Conversation history preserved
• 🔒 Secure and private

​

Accessing Support Chat

​

Chat Widget Location

• Bottom-right corner of admin UI
• Blue/purple circular icon
• Shows unread message count (if any)

1. Click chat bubble
2. Chat window slides up
3. Start conversation

​

When Chat is Available

• Monday-Friday: 9am-6pm
• Saturday-Sunday: Closed

• 🟢 Online: Team available now
• 🟡 Away: Team may be unavailable, response delayed
• 🔴 Offline: Outside business hours

• Still send messages when offline
• Team responds when back online
• Email notification sent when responded

​

Starting a Conversation

​

First Time

1. Click chat bubble
2. Enter your name (pre-filled from account)
3. Enter email (pre-filled from account)
4. Type your message
5. Click Send

​

Returning User

• Previous messages visible
• No need to re-introduce yourself
• Continue where you left off

​

What You Can Ask

​

Technical Support

• ❓ Configuration questions
• 🐛 Reporting bugs
• ⚙️ Feature assistance
• 🔧 Troubleshooting errors
• 📚 Documentation clarification

"How do I inject a secret into the request body?"
"My route is returning 502 errors, can you help?"
"What's the difference between environments and method configs?"

​

Account & Billing

• 💳 Billing questions
• 📊 Plan comparisons
• 🔄 Upgrade/downgrade assistance
• 🧾 Invoice requests
• 💰 Refund inquiries

"I want to upgrade to Pro, how do I do that?"
"Can you send me an invoice for last month?"
"What's included in the Enterprise plan?"

​

Feature Requests

• 💡 Suggesting new features
• 🗳️ Voting on roadmap items
• 🎨 UX improvements
• 🔌 Integration requests

"Would be great to have Datadog integration!"
"Can you add support for GraphQL endpoints?"
"The visual body editor could use dark mode"

​

Not Ideal For

• Use alert email/SMS notifications
• Enterprise: Dedicated support channel

• Export logs → Send via email
• Schedule screen-share call

• Email: [email protected]
• Enterprise demos and quotes

​

Chat Features

​

Send Screenshots

1. Click paperclip icon
2. Select screenshot
3. Image uploads and sends

• Showing error messages
• UX issues
• Configuration screenshots

​

Send Files

• Logs (CSV exports)
• Configuration files (JSON)
• Error reports

​

Rich Formatting

**Bold text**
*Italic text*
`Code snippets`

https://docs.knoxcall.com

{
  "route": "test",
  "error": "timeout"
}

​

Emoji Support

🚨 Urgent issue!
✅ Problem solved, thank you!
🤔 Not sure I understand...

​

Response Times

​

Email Notifications

• ✉️ Support team responds
• 📬 New message while you’re away
• 🔔 Chat was offline, now online

• Message preview
• Link to continue conversation
• Option to respond via email

​

Conversation History

• All past conversations saved
• Search previous conversations
• Review solutions to past issues

1. Open chat widget
2. Click menu icon (top-right)
3. Select “Conversation History”
4. Browse past chats

• Only you see your conversations
• Not shared with other users
• Team members can see (for context)

​

Tips for Best Support

​

1. Be Specific

"I created a route called 'stripe-payments' that targets
api.stripe.com. When I send a POST request, I get a 502
error. The route is enabled and I'm using the correct API key."

"My route isn't working."

​

2. Include Context

• Route name
• Environment (production, staging, dev)
• Error messages (exact text)
• What you expected vs. what happened
• Steps to reproduce

​

3. Attach Screenshots

• Error messages
• Configuration screens
• Unexpected UI behavior

​

4. Share Relevant IDs

• Route ID (e.g., route_abc123)
• Request ID (from logs)
• API key ID (not full key!)
• Error timestamps

• Full API keys
• Secret values
• Sensitive credentials

​

5. Check Documentation First

1. Search docs.knoxcall.com
2. Check troubleshooting sections
3. Review related guides

​

Privacy & Security

• 🔒 Conversations encrypted in transit (TLS)
• 🔐 Stored securely
• 👁️ Only visible to you and support team
• 🗑️ Deleted on request

• Secret values
• Full API keys
• Sensitive customer data

• Don’t paste full API keys
• Redact sensitive info from screenshots
• Use key IDs instead of full keys

​

Troubleshooting

​

Issue: “Chat widget not appearing”

• Ad blocker blocking widget
• Browser extension conflict
• JavaScript disabled

1. Disable ad blocker on admin.knoxcall.com
2. Try different browser
3. Ensure JavaScript enabled

​

Issue: “Can’t send messages”

• Network connectivity issue
• Firewall blocking chatwoot domain
• Browser cache issue

1. Check internet connection
2. Clear browser cache
3. Refresh page
4. Try incognito mode

​

Issue: “No response from support”

• Outside business hours (check status indicator)
• High ticket volume (wait a bit longer)
• Message went to spam (check email)

• Email [email protected]
• Mention chat conversation ID

​

Alternative Support Channels

​

Email Support

• [email protected]
• Response within 24 hours
• Good for detailed issues

​

Community Forum

• community.knoxcall.com
• Ask other users
• Share solutions
• Vote on feature requests

​

Documentation

• docs.knoxcall.com
• Comprehensive guides
• Troubleshooting sections
• Code examples

​

GitHub Issues

• github.com/knoxcall/issues
• Bug reports
• Feature requests
• Public roadmap

​

Enterprise Support

• 🎯 Dedicated Slack channel - Direct access to engineering team
• 📞 Phone support - Call for critical issues
• 📺 Screen-share sessions - Live troubleshooting
• ⏰ 24/7 coverage - Round-the-clock support
• 🚀 Priority bug fixes - Issues resolved faster
• 👔 Account manager - Dedicated point of contact

​

Feedback on Support

• After conversation resolved, rate support (1-5 stars)
• Leave feedback comment
• Helps us improve!

​

Related Resources

• Documentation: Comprehensive guides at docs.knoxcall.com
• Status Page: Service status at status.knoxcall.com
• Blog: Tips and updates at blog.knoxcall.com

​

Next Steps