Customer Support

Select Submit a request in this help centre, choose the form that best matches your issue and add as much detail as you can, such as customer details, dates and screenshots.

For day-to-day questions and changes, raise a support ticket and our Customer Success team will help. For contracts, renewals or adding new products, speak to your Account Director.

Raise a support ticket describing what you'd like to change, for example new content, contact rules, routing or opening hours. We'll make the update and confirm with you once it's live.

Password resets can be requested via the login portal for your optimAIze® agent. If you need further help, please submit a support ticket.

Admins and managers can add and remove users directly in the dashboard. For further support, please submit a support ticket with the user changes required and our Customer Success team will help.

Raise a support ticket with the new details so your AI agents and our Customer Success team will make the requested changes.

The most common reasons are that the lead didn't reach optimAIze® from your lead source, the contact details are missing or invalid, the lead falls outside your agreed contact rules, or the customer has opted out. If none of these explain it, raise a ticket with the customer's details and our Customer Success team will investigate.

If they replied to the AI, your optimAIze® engage agent has already stopped contacting them and recorded the opt-out in the dashboard. If they asked your team directly, search for the lead information in the lead manager, click actions and then mark the lead as 'Do Not Contact'. For further support, please submit a support ticket.

A lead is marked hot when the customer shows interest or requests further information the agent cannot provide. If you think a lead should have been handed over, raise a ticket with the conversation details and our Customer Success team will review it.

Raise a support ticket with the conversation details and what you'd like to see done differently. We use this feedback to fine-tune your agent.

There are a few reasons why you may not have received a notification. Please create a support ticket and our Customer Success team will help you troubleshoot.

Your AI agent uses the information agreed with you, so out-of-date content, offers or contact details can lead to wrong answers. Agent knowledge is managed within your dashboard, so firstly check for the incorect information within fact management. If the information is missing, add it as a new fact. For further support, raise a ticket with the conversation and the correct information and we'll update your agent.

The optimAIze® chat code is often removed by accident during website updates or redesigns. Check with your website provider that the code is still in place, and that the page is one where the widget is set to appear. If it's still missing, raise a ticket with the page address and our Customer Support team will take a look.

Your optimAIze® chat code will need to be copied to the new site. You can find your chat script within your optimAIze® chat dashboard, or submit a support ticket for further assistance.

Your optimAIze® chat agent knowledge is managed within your optimAIze® dashboard, where you can manage facts manually. If you would like to update facts in bulk, please submit a support ticket and our Customer Success team will be happy to support.

This usually happens when the information optimAIze® chat uses is out of date or missing. Firstly, review your knowledge base within your optimAIze® dashboard to ensure the correct information is present. For further support, please submit a support ticket.

Widget changes can be made directly within your optimAIze® dashboard. For further customisation requests, please submit a support ticket.

You can turn off optimAIze® chat temporarily by asking your website provider to removed the chat widget script from your website.

Raise a ticket with the time of the call and where it should have gone and we can take a look.

Let us know before the change if you can, so we can make sure calls still reach optimAIze® voice and transfers go to the right numbers. Raise a ticket with the new details and your switchover date.

Department opening and holiday hours can be updated by your admin within the dashboard. Alternatively, submit a support ticket and our Customer Success team would be happy to support.

Call recordings and transcripts can be found within your optimAIze® voice dashboard. Note, call recordings are only available for 30 days.

Raise a ticket with the time of the call and a description of the problem. Quality can be affected by the caller's connection or your phone system, and we'll work with you to find the cause.

Yes, you can update the opening greeting in the settings within your agent dashboard. For further support, please submit a support ticket.

Yes, we offer multiple voice options which can be selected from your agent settings within your dashboard.

Raise a ticket straight away with the lead source and an example lead, and we'll treat it as a priority. Common causes include expired access details, a settings change in your system, or the lead provider changing its format.

Duplicates can happen when the same customer enquires through more than one source, or when a connected system sends a lead twice. Raise a ticket with examples and we'll review your setup.

If updates normally appear and have stopped, raise a ticket with an example customer and we'll check the connection.

Tell us as early as possible, with your switchover date and the new system's name. We'll plan the move with you so leads keep flowing during the change.

Raise a ticket with the source or system you'd like to connect and we'll confirm what's needed and how long it will take.

Some integrations need approval or access from your system provider. If you're unsure whether a request is genuine or connected to optimAIze®, check with us before sharing anything.