Support channels
| Channel | Availability | Best for |
|---|---|---|
| Help center (this site) | 24/7 | Self-service guides, how-tos, troubleshooting |
| Live chat | Business hours (Mon–Fri) | Quick questions, account issues |
| Email support | 24/7 (responses during business hours) | Detailed issues, bug reports, feature requests |
| Phone support | Enterprise plan only | Urgent issues requiring real-time assistance |
| Community | 24/7 | Peer advice, tips, and best practices |
How to contact support
Search the help center first
Many questions are answered in this help center. Use the search bar at the top of any page or browse the troubleshooting section.
Use the chat widget
Click the chat icon in the bottom-right corner of any page at help.hoopai.com. During business hours, you’ll be connected to a live agent. Outside business hours, leave a message and you’ll get a response the next business day.
Support by plan
| Feature | Starter | Pro | Enterprise |
|---|---|---|---|
| Help center access | Included | Included | Included |
| Live chat | Included | Included | Included |
| Email support | Included | Included | Included |
| Phone support | — | — | Included |
| Priority queue | — | — | Included |
| Dedicated account manager | — | — | Available |
| Typical first response | Within 24 hours | Within 12 hours | Within 4 hours |
Response times are targets, not guarantees. Complex issues may take longer. Critical outages affecting all users are addressed with highest priority regardless of plan.
Tips for faster resolution
Include screenshots or recordings
Include screenshots or recordings
A screenshot showing the error message or unexpected behavior saves back-and-forth and helps the support team identify the issue faster. Screen recordings are even better for multi-step problems.
Provide your account details
Provide your account details
Include your account email, the sub-account name (if applicable), and the URL of the page where you’re experiencing the issue.
Describe the expected vs actual behavior
Describe the expected vs actual behavior
Instead of “it’s broken,” explain what you expected to happen and what actually happened. For example: “I expected the workflow to send an email after 2 hours, but the contact never received it.”
Check known issues first
Check known issues first
Before contacting support, check the HoopAI status page for ongoing incidents that might explain the behavior you’re seeing.