Guide

Get help

Where to ask when something isn't working, how support chat reaches a person, and the email address to use when you can't get into the dashboard.

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There are three places to get an answer, and they suit different questions.

Ask Willo first

For anything about your own business, Willo's chat is the fastest answer: "why isn't my change showing?", "what plan am I on?", "where do I connect my domain?". It can look at your site, your deploys and your account, which support would otherwise ask you about. Asking is free.

Chat with support

For a bug, a billing question, or anything you want a person to look at:

  1. Click Help, the round ? at the bottom of the left rail inside a business. On the My businesses page it is at the top right.
  2. Choose Chat with Support.

Willo's support assistant answers first and hands your conversation to a person when it needs one. Their reply comes back into the same panel, and the ? shows a count of unread replies. The panel keeps your past support conversations, so you can reopen one later.

A support conversation isn't a ticket: there is no ticket number to quote or status to check. Just reopen the conversation.

The same menu also has:

  • Book a strategy call, to schedule a live conversation.
  • Launch Setup Checklist, to reopen the onboarding checklist.
  • Replay business reveal, for businesses that have one.

Email

If you can't reach the dashboard at all, for example because you can't sign in, write to support@willo.ai. The address is also at the bottom of the support chat panel.

What to include

Whichever route you use, these save a round trip:

  • The business's name.
  • What you expected, and what happened instead.
  • The exact page address, if it's about your site.
  • A screenshot, if something looks wrong.

Support never needs your sign-in link or code. Don't share them with anyone.

Things support handles

  • A downloadable copy (zip) of your site's code.
  • Deleting your account, and data export requests.
  • Refunds, and charges you think are wrong.

Things you can do yourself

Related: Troubleshooting.