Getting Help: Contacting Your Customer Success Manager or Using In‑App Support Chat on 11x.ai

Overview

This guide explains how to get help on the 11x.ai platform by either contacting your Customer Success Manager (CSM) or using the in-app support chat. You will learn how to access both support options, what to expect at each step, and how to ensure your request is submitted successfully.

Prerequisites

• Access to the 11x.ai platform with a visible profile avatar and support chat icon
• If contacting your CSM, access to an external email application (e.g., Gmail, Outlook)

Support Options

You can get help in two main ways:

• Contact your Customer Success Manager (CSM) via email (for account-specific or strategic issues)
• Use the in-app support chat (for immediate assistance with platform features, billing, or technical questions)

Step-by-Step Instructions

Option 1: Contacting Your Customer Success Manager (CSM)

1. Locate Your Profile Avatar

   • Find your profile avatar in the bottom left corner of the dashboard. It typically displays your initials or profile image.

   

2. Access CSM Contact Information

   • Click your profile avatar to open the dropdown menu.
   • Look for a section labeled “Help & Support” or similar. (Note: In some accounts, this option may not be present. If you do not see it, proceed to use the in-app support chat.)
   • If available, select “Customer Success Manager” to view their name and email address.

3. Compose an Email to Your CSM

   • Open your preferred email application.
   • In the “To” field, enter your CSM’s email address (as found in the previous step).
   • In the “Subject” field, provide a concise summary of your question or issue (e.g., “Billing question about Q4 invoice” or “Bug: Error on report export”).
   • In the email body, describe your issue in detail, including steps to reproduce, expected vs. actual results, and when the issue started.
   • Attach relevant screenshots or files if needed.
   • Click “Send” to submit your request.

Tip: Use this option for complex, account-specific, or strategic questions that may require personalized attention.

Option 2: Using In-App Support Chat

1. Open the Support Chat

   • Locate the chat bubble icon labeled “Support” in the lower-right corner of the app dashboard.
   • Click the icon to open the support chat panel.

   

2. Start a New Conversation

   • In the support chat panel, click “Start new chat” (or similar, such as “New conversation”).
   • The chat interface will display a welcome message and a message input box.

3. Describe Your Issue or Question

   • Click in the message input box and type your question or issue. Include relevant context such as the page URL, feature name, and the impact of the issue.
   • For example: “I need help with setting up a new campaign and have questions about billing for additional credits. Can you assist me with both topics?”

   

4. Send Your Message

   • Click the send icon (paper airplane) to submit your message.
   • Your message will appear in the chat window, and a support agent will respond in real time or as soon as possible.

5. Attach Files or Share Diagnostics (Optional)

   • Use the paperclip or attachment icon in the chat to upload screenshots or a screen recording if needed.
   • If available, enable the “Share logs” or “Include diagnostics” option to help the support team troubleshoot faster.

6. Monitor and Continue the Conversation

   • Keep the chat panel open to see replies in real time.
   • You may be prompted to enable notifications for new responses.
   • To check the status of your request or add follow-up details, click “View all conversations” in the chat panel.

Tip: The in-app support chat is ideal for immediate assistance with platform features, billing, or technical questions.

Success Criteria and Verification

• For email support: You should receive a confirmation or reply from your Customer Success Manager.
• For in-app chat: Your message should appear in the chat window, and you should see a response from the support team.
• You can view past conversations and track the status of your requests in the support chat panel.

Troubleshooting

• Can’t find CSM contact info? Use the in-app support chat for immediate help.
• No response in chat? Ensure your internet connection is stable and try refreshing the page. If the issue persists, try again later or use email support.
• Attachments not uploading? Check file size and format, and try reattaching. If problems continue, describe your issue in detail and mention that you were unable to attach files.

Additional Tips

• Provide as much detail as possible in your initial request to speed up resolution.
• Use screenshots to illustrate issues whenever possible.
• For urgent or complex issues, consider using both support options for faster assistance.