PRODUCT SUPPORT & HELP CENTER

Knowledge, troubleshooting and plan-based assistance.

Find verified step-by-step guides for your SamChe AI workspace, check plan support entitlements, or submit a structured support request for technical review.

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71 verified Help Center articles available

Support tiers & channels

Plan-Based Support Entitlements

Every SamChe AI plan includes 24/7 AI-powered assistance and access to this Support Portal. Human support channels follow your commercial plan tier.

STARTER

  • 24/7 AI Support
  • Human Email Support — Business Hours
  • Support Portal

GROWTH

  • 24/7 AI Support
  • Email + WhatsApp Human Support — Business Hours
  • Priority Support
  • Support Portal

BUSINESS

  • 24/7 AI Support
  • Priority Email + WhatsApp Human Support
  • Expanded Priority Support
  • Support Portal

ENTERPRISE

  • 24/7 AI Support
  • 24/7 Human Support for Critical Issues
  • Priority Email + WhatsApp
  • Dedicated Customer Advisor
  • Enterprise Support Portal

Verified platform guides

Knowledge Base & Setup Guides

Grounded troubleshooting steps based strictly on verified SamChe AI modules and platform settings.

Instagram DM AI

Set Up Instagram DM AI

Connect and test Instagram messaging, then choose the assistant and AI activation policy.

Channels → Instagram Messaging / Instagram DM → Connect Instagram → Test Connection → Configure.

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Getting Started

Workspace Overview and Analytics

Use Overview to inspect date-filtered activity, channel distribution, and recent conversations.

Open Overview.

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AI Assistants

Create and Assign an AI Assistant

Create an assistant, set its verified fields, and assign it to a channel.

AI Assistants → select or create an assistant → assign it from the affected channel.

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AI Assistants

AI Assistant Configuration Troubleshooting

Use verified assistant and channel checks when an assistant is missing or behaves unexpectedly.

AI Assistants, then Channels.

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Getting Started

Channels and Assistant Routing

Understand channel records, status, external IDs, and assigned assistants.

Open Channels and select the channel.

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Web Chatbot

Set Up the Web Chat Experience

Configure the Web Chatbot assistant, widget appearance, and supplied integration details.

Channels → Web Chat Experience.

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Web Chatbot

Web Chatbot does not appear on the website

Verify the Web Chat channel, active widget state, supplied integration details, and the page deployment.

Open /app/:tenantId/channels/web-chat. Open Channels → Web Chat Experience and inspect active status and integration details.

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WhatsApp AI

Set Up WhatsApp AI Routing

Check the Growth+ entitlement, WhatsApp channel status, external ID, and assigned assistant.

Channels → affected WhatsApp channel → Edit channel.

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Technical assistance

Submit a Support Request

Provide your account context, affected feature, and issue description for technical review by the SamChe AI team.

Attach ScreenshotPNG, JPG, JPEG or WEBP · max 5 MB

Support requests are handled according to your commercial plan entitlement. Starter and Growth requests are processed during business hours; Enterprise critical issues receive 24/7 human escalation.