Available support channels
Support Chat inside Tess
It’s the channel most used by users. Support is provided by a super-trained AI assistant, available 24 hours a day, 7 days a week, in any language.
She was prepared to answer questions about using the Tess AI platform, agent configuration, integrations, plan and features, common usage issues, and other topics.
How to access the Chat?
Log into Tess AI and, in the lower right corner of the screen, open the chat. Click on “Fale com o Suporte”, send your question in natural language, and wait for support!
Support email (human support)
This is the channel for cases that need a more detailed human analysis: investigations, complex questions, account context, usage history etc. The address is: suporte@tess.im (BR) and support@tess.im (International).
Support is available on business days, from 9:30 a.m. to 6:00 p.m. (Brasília time). Each plan has its own response SLA, but in general our team is pretty fast and replies to all users within a few hours or up to 1 business day.
What to send in the email?
To speed up your request, include whenever possible:
Clear description of the question or problem
Screenshots or videos showing what happens
Name of the workspace and, if applicable, of the agent involved
Step by step to reproduce the error
Approximate date and time when the problem occurred
Sales email
This is the direct channel with the sales team, for chats about Tess AI sales demos, pricing and plan information for contracts, commercial proposals, or any other questions about hiring.
They’re available at: sales@tessai.io and they’re available during the same business hours as support: business days, from 9:30 a.m. to 6 p.m. (Brasília time).
Need help? Don’t hesitate to contact us through whichever channel makes the most sense for you.