One message per inquiry
In general, each inquiry is handled by a different support representative. To ensure a quicker and more accurate response, please send a new, separate message for each new question or issue that you may have.
If you're unsure whether to separate them, please feel free to reach out in the format that’s easiest for you.
If multiple unrelated questions or investigation requests are included in a single message, there is a risk of some being overlooked or delayed, which will result in a longer resolution time.
Response time
To provide accurate answers, we investigate each issue in detail. As a result, the time required for investigation may vary depending on the inquiry.
Note that our chat support is not a real-time chat. An automated bot will respond first to help categorize your inquiry, and then a representative will follow up as needed.
For more information about initial response times, please refer to this article.
Issue resolution
Once an issue has been resolved, be that based on the results of Autify’s investigation or if you resolved it yourself, we would appreciate it if you could let us know.
Conversely, if our troubleshooting or explanation does not resolve the issue, then send us an update so that so that we can continue investigating.
We’ve outlined some ways you can assist with the investigation above, but feel free to contact us anytime—we’re here to help!
Sharing conversations with other people
It is not possible for Autify to share a conversation or chat with several users.
However it is possible to share an email conversation with other people by adding them as CC recipients when contacting us via email. Our answers will then be delivered to all the recipients.