If you can’t find the answers you seek in the Knowledge Base, Smartly’s Support Chat is a great way to get answers to your questions 24/7/365.
Click the help icon button in the main navigation.
If you can’t access your Smartly app, send email to support@smartly.io.
Starting your chat
If you have a new problem that you have not discussed with us before, start a new chat.
If it’s a problem that we’ve already tried to solve, continue the previous chat instead of opening a new one. This way, we have the relevant information at our fingertips right away.
Tip!
To find your previous chats, click See all your conversations.
Explaining the problem
The more information we have, the easier it is to solve your problem. Please share with us your current URL - you can copy-paste it from the browser’s URL field. Also share links to the relevant campaigns, drafts, and catalogs.
Tip!
Screenshots and even screencasts can be a great way to show what you mean instead of having to write it out.
How to share error messages
It probably comes as no surprise that Smartly supporters have troubleshooting resources that you don’t. That’s why we’re here! To make it easier for us to use them, please copy and paste the text of any error messages (including the Request ID at the end, if there is one) into the chat, rather than taking a screenshot. That way, we can also easily copy-paste it elsewhere.
When we have the Request ID, we can quickly zoom in on what happened in our internal logs, giving us more clues about what to try next.
Let’s keep it in English, please
We're a very international company and there's a good chance we have somebody on the team who speaks your preferred language, however we prefer to keep the conversation in English if possible. This is because sometimes cases will need to be handed over to other people.
If language really is an issue, we may be able to find a supporter who speaks your language, but your problem might not get solved as quickly.
We’re not all-powerful (sorry!)
Smartly’s Support can answer all product questions and help with using features. We can investigate campaign delivery and performance issues and guide you to solve them. We can also pass on feedback to the product teams and contact your CSM for you.
What we can’t do for you is build your campaign strategy. We can answer some questions starting with “should I…” or “is it better to…”, but we’re not in possession of all the facts that impact the choices you make.
We also can’t offer lengthy product training - a chat window is very inefficient for that. However, we can point you to the Smartly Academy, or get you in touch with your CSM for this.
Billing issues
For help on Smartly billing issues or other contractual matters, reach out to your CSM.
More help
If you can’t log in to the Smartly app, reach out to us by email: support@smartly.io.
For product training, check out the Smartly Academy!