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Avaloi

Get help from Avaloi support

Every way to reach Avaloi support: the chat button, the Support page, and email. What we answer, how fast, and what we need from you.

Avaloi has its own support chat and ticket system. Use the orange chat button at the bottom right of the dashboard and of avaloi.com, or open Support in the side navigation. Everything you write becomes a ticket, so nothing gets lost and you can read it again later.

Ways to reach us

Way Best for
The chat button Quick questions, anything that is broken now, and questions before you sign up.
The Support page Reading your tickets, adding to an old conversation, and rating how we did.
Email replies Answering a ticket from your inbox. We email you when a person from Avaloi replies and you are away from the chat. Reply to that email to add to the ticket, and see Attach files and reply by email.
Files Screenshots, logs, PDF files, and ZIP files up to 10 MB, added with the paperclip in the chat or on the Support page.

The help button in the top bar also opens the chat. On a phone the chat opens full screen.

What happens when you write

  1. Ava, our AI assistant, answers first. She uses this help center and, when you are signed in, your own sites and account.
  2. If Ava cannot solve it, or you press Talk to a person, the chat goes to the Avaloi team. A banner says a person is on the way. You can close the window, because we reply in the chat and by email.
  3. A person from Avaloi takes the ticket, replies, and marks it resolved when it is fixed. You can then rate the help you got.

Ava answers any time. Our team is online 9am to 5pm Eastern, and we reply to every ticket. The chat header shows whether the team is online or when it is back. Outside those hours Ava helps first, and a person replies when the team starts, here and by email. How quickly we first reply while the team is online depends on how serious the problem is. See severity levels.

What to tell us

  • What you expected and what happened instead.
  • The site name, and the environment (live or staging) if it matters.
  • The time it started, and anything you changed just before.
  • An error message, copied as text.

Never write a password, an API key, a recovery code, or a card number in the chat. We never need one. If you pasted one by mistake, change it.

Before you sign up

On avaloi.com the chat asks for your email address. We use it to reply, and we send you a link that opens the same chat again. You can ask about plans, migrations, and how Avaloi works. A visitor chat has no access to any account.

Who can see your tickets

Everyone in your company can read the company's tickets on the Support page. People outside your company cannot. Private notes that Avaloi staff write for each other never show to you.

Still stuck?

Email [email protected] with your site name and what you tried, or send us a message.