All Support Channels
1. In-App Chat (Fastest)
Location: Bottom left corner of any page (chat bubble icon)
Best For:
Quick questions
Technical issues
Troubleshooting in real-time
Feature questions
Response Time:
During business hours: 1-4 hours
Outside business hours: Within 24 hours
How to Use:
Click chat icon
Describe your issue clearly
Include relevant details (what you were doing, what happened)
Add screenshots if helpful
2. Email Support
Address: [email protected]
Best For:
Non-urgent issues
Billing questions
Account problems
Detailed technical issues
Feature requests
Response Time:
Within 24 hours
Complex issues: 1-2 business days
What to Include:
Your account email address
Clear description of the problem
Steps to reproduce (if applicable)
Screenshots or screen recordings
Browser and device information
Error messages (exact text)
3. Onboarding & Support Calls
Booking Link: https://calendly.com/lazylinesapp/lazylines
Best For:
New users needing setup help
Complex workflow questions
Strategy consultation
Feature deep-dives
Troubleshooting complex issues
What's Included:
Screen share walkthrough
Personalized setup assistance
Workflow optimization
Q&A about features
Best practices for your use case
Duration: 30-60 minutes
Cost: Free for all users
How to Prepare:
Have specific questions ready
Know what you want to achieve
Have your Brand Profile partially filled
Be ready to share screen
When to Use Each Channel
Use In-App Chat When:
You need help right now
Issue is preventing you from working
Quick clarification needed
During your work hours
Use Email When:
Non-urgent
Need to send detailed information
Billing or account issues
Outside of business hours
Book a Call When:
You're new and want guided setup
Have multiple questions
Need strategy help
Want to optimize your workflow
Prefer personal interaction
Common Support Requests & Quick Solutions
"I can't log in" → In-app chat or email immediately Include: email address, error message
"My credits are gone" → Email: [email protected] Include: account email, approximate usage
"Feature isn't working" → In-app chat with:
What you were trying to do
What happened instead
Screenshot of error
"I need a refund" → Email: [email protected] Include: account email, reason, purchase date (Refunds within 7 days, reviewed case-by-case)
"How do I do [task]?" → Check support articles first → If not answered: in-app chat
"I have a feature suggestion" → Email or in-app chat We track all suggestions!
Response Time Expectations
Emergency Issues (can't access account, billing charged incorrectly):
Response within 4 hours
Resolution within 24 hours
High Priority (feature broken, can't complete work):
Response within 4-8 hours
Resolution within 1-2 days
Normal Priority (questions, how-to, optimization):
Response within 24 hours
Resolution/answer within 2-3 days
Low Priority (feature requests, suggestions):
Acknowledged within 24 hours
Implementation timeframe varies
What Information Helps Us Help You Faster
Always Include:
Your account email (so we can look up your account)
Clear description of the problem
What you expected to happen
What actually happened
Feature Requests & Feedback
We Want to Hear From You:
How to Submit Feature Requests:
Email: [email protected] with subject "Feature Request"
In-app chat: "I have a feature suggestion"
During support calls
What We Track:
How many users request the same feature
Use cases for the request
Technical feasibility
Timeline for implementation
Recent Requests Implemented:
Multiple canvas support (now live)
Model selection per chat (now live)
Profile Analyst sorting (now live)
In Development Based on Feedback:
Abort generation button
Higher file upload limits
More languages