To reach Edenia, open Help & guides at the bottom of the sidebar. Under Contact Edenia you'll find the Contact form and our email address, [email protected]. Use either one for questions, account changes or to report a problem with your assistants.
When to contact us
Write to us when you need something you can't change in the dashboard yourself, for example:
- Changing your company name or the email of a user.
- Giving access back to a user who was disabled.
- Turning on a feature that depends on your plan: a phone line, a WhatsApp number, call transfers, the satisfaction survey, ticket creation or contact capture.
- Turning on an assistant whose settings are greyed out.
- Something isn't working: an assistant gives a wrong answer, calls don't come in, notifications or the website knowledge base fail.
For everyday changes, such as the greeting, instructions, office hours or business information, you don't need us. You can do them in Assistants and Knowledge base.
What to include
The more specific you are, the faster we can help:
- Your company and the assistant involved.
- For a call: the date and time and the caller's number. For WhatsApp: the customer's number or name.
- What you expected and what happened instead.
- A screenshot, if something looks wrong on screen.
- The dashboard version, shown at the bottom of Help & guides (for example "Dashboard version: v1.7.0").
Tip: on the call details panel you can download the transcript and attach it to your message.
Check the help center first
Help & guides also links to this help center with step-by-step guides in English and Spanish. Many common questions are answered in the Frequently asked questions.
Good to know
- Don't send passwords. Edenia will never ask for your password.
- If you're an Editor and need a team change, ask your administrator first. See User roles.
- You can write to us in English or Spanish.