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Getting Help and Support

Multiple ways to get help with Resly, from self-service resources to dedicated support teams.

Support by Plan

Community Support (Starter Plan)

What’s included:

  • Access to comprehensive documentation
  • Getting started guides and tutorials
  • Community forums (coming soon)
  • Self-service resources
  • Email support for account issues

Response time: Best effort, typically 3-5 business days

Starter plan includes full access to documentation and self-service resources. Perfect for learning and testing.

Priority Support (Pro Plan)

What’s included:

  • Email support with 24-48 hour response time
  • Priority queue for urgent issues
  • Launch assistance included
  • Best practices guidance from our team
  • Bug and technical issue resolution

How to contact: alexwohl@accelara.ai

Response time:

  • Critical issues: 24 hours
  • Normal issues: 48 hours
  • General questions: 48-72 hours

Dedicated Support (Enterprise)

What’s included (tailored per contract):

  • Named point of contact for onboarding and escalations
  • Optional shared Slack/Teams channel for day-to-day collaboration
  • Scheduled check-ins to review analytics and roadmap needs
  • Help scoping custom connectors or workflows

Response targets and SLAs are negotiable for Enterprise plans. Talk to us about your requirements and we’ll spell them out in the agreement.

Self-Service Resources

Documentation

Available to all plans:

In-App Resources

Preview & Analyze:

  • Live chat/search previews under Install Widget for safe testing
  • Event log and analytics in Analyze for debugging
  • Preview mode for validation before you expose changes to customers

Video Tutorials (Coming Soon)

  • Setup walkthrough
  • Knowledge base optimization
  • Widget customization
  • API integration examples

Common Support Topics

Getting Started

“How do I set up my first knowledge base?”

  1. Navigate to the Knowledge tab
  2. Upload files or enter URL to crawl
  3. Wait for processing (usually <5 minutes)
  4. Test in TEST tab
  5. Deploy from DEPLOY tab

Full guide →

Knowledge Base Issues

“Why isn’t the AI finding the right answers?”

Common fixes:

  • Improve content organization (one topic per article)
  • Use customer phrasing in documentation
  • Break large articles into focused chunks
  • Review event log to see what was retrieved

Troubleshooting guide →

Widget Not Working

“The widget isn’t appearing on my site”

Check:

  • Embed code is before </body> tag
  • API key is correct and active
  • JavaScript console for errors
  • Ad blockers aren’t blocking widget
  • Site uses HTTPS (required)

Deployment troubleshooting →

Billing Questions

“How do I upgrade/downgrade my plan?”

  1. Go to Admin → Account → Billing
  2. Click Change Plan
  3. Select new plan
  4. Confirm changes

Billing documentation →

Contact Information

General Support

Email: alexwohl@accelara.ai Response time: Based on your plan tier

Sales Inquiries

Email: alexwohl@accelara.ai For: Enterprise pricing, custom plans, demos Response time: 1 business day

Security Questions

Email: alexwohl@accelara.ai For: Security questionnaires, compliance docs, penetration tests Response time: 2-3 business days

Technical Issues

Email: alexwohl@accelara.ai with subject “Technical Issue” Include:

  • Your organization name
  • Description of issue
  • Steps to reproduce
  • Screenshots if applicable
  • Browser/device information

Live Demo

Try the Widget

Use the chat widget on our homepage to ask questions instantly:

Common questions:

  • How do I get started?
  • What’s the difference between chat and search?
  • How much does it cost?
  • Can I integrate with my help desk?
  • What’s your uptime guarantee?

The AI agent can answer most questions in seconds using this knowledge base!

Community

Coming Soon

  • Community forums - Ask questions, share tips
  • User groups - Connect with other Resly users
  • Office hours - Weekly live Q&A sessions
  • Webinars - Deep dives on features and best practices

Subscribe to updates: Newsletter signup on homepage

Reporting Issues

Bug Reports

When reporting bugs, include:

  1. What you expected to happen
  2. What actually happened
  3. Steps to reproduce the issue
  4. Screenshots or screen recording (if visual)
  5. Browser and device information
  6. Approximate time the issue occurred

Where to report: alexwohl@accelara.ai

Feature Requests

We love hearing from users! Submit feature requests:

Email: alexwohl@accelara.ai

Include:

  • Description of desired feature
  • Your use case (what problem it solves)
  • How urgent/important it is for you
  • Willingness to beta test

Many features in Resly came from customer requests. Your feedback directly influences our roadmap!

Training and Onboarding

Pro Plan

  • Launch assistance via email
  • Best practices guide for your use case
  • Email support during setup
  • Documentation and video tutorials

Enterprise Plan

  • Dedicated onboarding specialist
  • Custom training sessions for your team
  • Implementation planning and timeline
  • Regular check-ins during rollout
  • Success metrics tracking and optimization

Typical Enterprise onboarding:

Week 1: Kickoff call, requirements gathering Week 2: Knowledge base setup and optimization Week 3: Testing, configuration, training Week 4: Production deployment and monitoring

Built By

Resly is built by reslychat.com - We’re a team focused on making AI-powered customer support accessible and effective.

Reach us:

Next Steps

Can’t find what you need? Email alexwohl@accelara.ai and we’ll help you out.

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