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Support

If you did not find an answer to your question in the documentation, please contact technical support: write an email to support@just-ai.com or submit a request on the support portal. They will provide you with the information and help to solve the issue.

How to describe a problem​

  1. Provide details:
    • The environment where the problem is reproduced, for example, app.jaicp.com or zb04.just-ai.com. If you are using the On-premise version, please see the documentation for instructions on how to contact support.
    • Account ID.
    • The name of the project where the problem occurred.
    • Steps to reproduce the problem.
    • Expected and actual behaviour.
    • The time and the number of accounts where the problem occurred.
    • A link to the dialog if the problem occurred in a specific dialog. Go to the Analytics → Dialogs → Sessions and open the necessary dialog. Copy the link from the browser.
  2. Attach a screenshot or a screencast if it is possible. This will help technical support to quickly identify the problem.

Examples​

Example 1:​

  • Environment: app.jaicp.com.
  • ID: 12345
  • Project: Pizza Bot.
  • Link to dialog: app.jaicp.com/...
  • Problem: Bot not responding in Telegram channel.
  • Expected behaviour: Open the “Pizza Bot” project → type /start → bot delivers a welcome message.
  • Actual behaviour: Open the “Pizza Bot” project → type /start → bot does not respond.
  • Time and prevalence: Observed by all clients since 12 AM.

Example 2:​

  • Environment: app.jaicp.com.
  • ID: 12345
  • Project: Appointment Confirmation.
  • Link to dialog: app.jaicp.com/...
  • Problem: Outbound call campaign not starting.
  • Expected behaviour: Start the outbound call campaign from the project → customers begin receiving calls.
  • Actual behaviour: When starting the outbound call campaign, the following error occurs (screenshot) → calls are not made.
  • Screenshot of the outbound call report: attached. Outbound call ID visible in the screenshot.
  • Time and prevalence: Unable to start outbound call campaign from today, 12:00.

Where can I find my requests​

You can view all your requests on the technical support portal. The portal is open for user registration.

When you write an email to support@just-ai.com or create a request on the support portal, a ticket with a unique number is registered in the system. Notifications about the creation of the ticket and support responses in the ticket are then sent to your email.

You can write a response either on the portal or in your email client using the “reply” function. All correspondence will be duplicated in the ticket system.

The system allows shared access for companies, so that colleagues can view each other’s tickets. To create a company account and add employees to it, please contact support.