Help Center

Where to Find Help

Let us help you find the answers to your questions! Depending on your question and topic, you may find the quickest assistance with existing documentation, from the product team, or your Account Manager. Check out the table below to better understand where you can direct your questions.

Questions/Topics/Issues	Account Manager	Submit a Ticket	Self-Service
Report an Issue/Bug
Add/Edit Chat Pages
Chat Theming Updates
New Bridge Team
Create/Edit Popups			Add/Edit Popups
Add/Edit Prewritten Responses			Prewritten Plus Responses
Add/Edit Generated Responses			Generated Responses
Reset Passwords			User Management
Unlock Accounts			Unlock Your Account
Add/Remove a User			User Management
Bridge Team Assignment			Adjust Team Assignments
Update Escalation Schedule			Escalation Schedule
Best Practices			Enhance the Chat Experience
New Contracts/Renewals
Billing/Payments
Features Availability
New Feature Installation
Data Reviews

Product Support Resources

Looking for product help? In addition to our Resource Center, we offer four additional product support resources:

Virtual Assistant

Get instant answers 24/7 with our Product Support virtual assistant. Powered by our Resource Center, ask your general product questions about user management, Bridge Live Chat, Generative AI upgrade, and much more.

To access the chat, click the "?" icon in the top right of your Satisfi Labs dashboard or the top right corner of the Resource Center.

How to Access the Product Support Assistant in the Dashboard

Live Chat with an Agent

If you'd like to chat with a live person, type "Live Person" in our Product Support virtual assistant! Agents are standing by 9:00 am to 5:00 pm EST, Monday through Friday. Please note that agent availability and escalation schedules may change at any time.

Support Office Hours

Sign up to speak to a member of our Product team by clicking the link below!

If you sign up for office hours, please check your inbox for a confirmation email. This will include a calendar invite and Zoom link. If it's not in your inbox, check your spam folder or reach out to an agent via the support chat for more help. If more members of your organization are joining the call, please forward them the confirmation email.

Submit a Ticket

Our dedicated team monitors the Portal daily and is ready to resolve your issues quickly. Simply submit your request through the portal, and we will get back to you as soon as possible to help you with any problems you may be experiencing.

To submit a ticket, click the "?" icon in the top right of your Satisfi Labs dashboard or the top right corner of the Resource Center. Once in the Product Support chat, ask to "submit a ticket".

Did you know that you can create a ticket by simply emailing us? Send an email to one of the appropriate email addresses to get started:

AI Agent Engine/Live Chat Engine Tickets: [email protected]

Marketing Engine: [email protected]

Check on Ticket Status

There are two ways to check in on the status of your existing support ticket:

• Users can click the ticket link within the confirmation email to view the ticket's status.

• All users can create an account through our ticketing system. If an account has been created, users can select the Requests tab in the top right corner of the Request Portal, and then select Created by Me to view all user-submitted tickets.

How to View Your Request Ticket Status

How can I receive confirmation when my requests are completed?

You will receive automatic emails from [email protected] for the following events:

• When your request is received

• If a member of our Product team leaves a comment for your review

• When the request is complete

Can I tag other team members in my requests?

Yes! To add others to your requests:

• View your request by clicking the link in your confirmation email

• Click "Share"

• Type in the team member's email and click "Add"

Click the Image to Expand!

What if I'm not receiving emails from Satisfi Labs?

If you're not receiving emails from Satisfi Labs, here are four things you can do to ensure you start receiving them.

Instructions:

1. Check your spam folder for any Satisfi Labs emails and move them to your inbox.

2. Add our emails and domain to your contacts/allowlist:

• [email protected]

• [email protected]

• [email protected]

• satisfilabs.com

Contact your IT department if you need help doing this.

1. Contact your IT department and ask them to add the following IP addresses to your contacts/allowlist:

• 54.174.60.0/23

• 143.244.80.0/20

• 18.208.124.128/25

• 54.174.53.128/30

• 158.247.16.0/20

• 54.174.59.0/24

• 54.174.63.0/24

• 3.93.157.0/24

• 54.174.52.0/24

• 139.180.17.0/24

• 54.174.57.0/24

1. You can adjust your email settings using this link if you unsubscribed accidentally.