Bug Reporting
Bug Reporting Instruction
This documentation helps all new clients provide bug information correctly so that our team can resolve issues quickly.
1. What is not working?
Briefly describe the problem and what you expected to happen.
Example:
The message is not being sent. I click the Send button, but the message is not sent.
2. How can we reproduce the issue?
Provide the steps that lead to the problem.
Example:
Open the Dashboard
Open a Conversation
Attach a PDF file
Click Send
The file is not sent
3. What type of data is affected?
If the issue is related to specific data, please provide its type.
For example:
Text message
PNG / JPG image
PDF / DOCX file
Video / audio
File size
Specific channel - Webchat, WhatsApp, Messenger, Email, etc.
4. Provide relevant IDs
If the issue is related to a specific object, please provide its ID.
For example:
Conversation ID
Visitor ID
User ID
Widget ID
Message ID
Any other relevant ID
Providing the ID, when available, can significantly help us locate and reproduce the issue faster.
5. Where does the issue occur?
Please provide:
Page URL, if available
Browser and device
Operating system
6. Screenshot or video
If possible, please provide a screenshot or screen recording.
If an Error Message is displayed, please include a screenshot or the exact error message text.
Where to send the report?
Please send the information listed above, along with any relevant screenshots or videos, to:
[email protected] Enterprise customers can also report bugs in a designated Slack channel.
The more accurately the issue is described, the faster we can reproduce and resolve it.
What happens next?
Our technical team will:
Review the information you provided
Reproduce the issue
Fix the problem or get back to you with questions for additional information
Keep you updated on the status until the issue is resolved
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