Support ticketing is awaiting platform activation. Until it is enabled, contact support@replify.pro. The steps below apply after activation; a separate human-support number must also be onboarded before WhatsApp support is available.
Open and follow a ticket
- Open Assistant → Support, or Support in workspace navigation. Choose New ticket.
- Add a title and what happened. Include the feature, approximate time and safe error details; leave out passwords, login codes and payment information.
- Create the ticket and keep its SUP-000123 reference. Everyone with active membership in your workspace can see its public discussion.
- Use the status pills to filter tickets, then open a ticket to reply, attach a supported file or read its resolution. On smaller screens, choose All tickets to return to the list. Direct ticket links work without an open AI chat or WhatsApp pairing.
Replies allow 3,000 characters; resolution summaries allow 2,000. Uploads accept PDF, PNG, JPEG, WebP and UTF-8 text/Markdown up to 10 MB. Files stay protected by ticket access. A WhatsApp attachment is available after private archiving finishes; a staff attachment update links to the protected web ticket.
You can also ask the Assistant “Open a support ticket for this issue” or “Check SUP-000123.” AI ticket creation, replies and reopening use a separate approval. An error offers support; it does not open a ticket automatically or repeat a failed action.
Read the status
- Open: received and awaiting review.
- In progress: the team is working on it.
- Waiting for you: support needs your reply.
- Closed: the public resolution summary is saved.
If the same issue remains, reply to or reopen that ticket. A different issue needs a new ticket. Support staff can assign an owner and priority; private staff notes and files are not visible to merchants.
Respond as support staff
Authorized staff open Support → Tickets in the internal Replify Assistant workspace. Filter All workspaces or view one merchant's tickets from Merchants. Choose Public reply to respond to the merchant, or Private note for staff-only discussion and attachments. Use Manage ticket to change status, priority or assignee; closing requires a public resolution summary.
Which WhatsApp number replies?
For platform administrators: the configured Replify Assistant workspace has unlimited channel-connection slots. Enter that workspace, open WhatsApp → Connections → Add number, and complete onboarding. Then select the new Human-support number under Platform AI → Settings → Merchant support setup. Other workspaces retain their connection limits; provider fees and sender checks still apply. If support has prepared a pending card for a number already assigned to a provider profile, click Connect number on that card instead of Add number. It reuses the saved profile and checks the exact returned phone before saving the connection.
Prepared and purchased numbers open Cloud API signup. In Meta, open the Phone number dropdown before typing and select the exact pre-verified number. A fresh Add number connection still creates its own provider profile.
Meta error #2388386 asks for an existing number to be removed or additional capacity requested. Replify's unlimited slots do not raise Meta's limit. Ask your Meta business administrator or Zernio support to review the business account's capacity; keep working numbers connected while investigating.
Human replies use the separately configured support number. AI acknowledgements and the one-time follow-up after closure use the existing Assistant number. Ask the Assistant for the current support contact; if unavailable, use web support or email.
Messaging the support number creates or links a ticket automatically. Unknown or ambiguous workspace matches wait for staff verification; you may need to pair your number. The support line is human-handled, without automatic AI troubleshooting.
Public replies and AI updates appear in the shared web history. Your own web messages are not sent back to your phone. Each number has its own WhatsApp reply window. AI updates also require the existing morning activation, quiet-hour and pairing rules; messaging support does not activate the Assistant window. DND and provider checks still apply. Some updates stay on the web, without a new template bypass.
Pending does not mean delivered. Check the recorded delivery state. An uncertain send needs review before retrying. Reopening stops an outdated unsent closure follow-up; there are no repeated closing reminders.
Who can review AI conversations?
Ordinary merchants cannot read another member's private AI chats. Platform administrators and explicitly permitted internal support staff have an audited, read-only support view grouped by workspace and user. They reply through tickets rather than taking over your AI conversation.
Understand a failed template action
“Already submitted” means a duplicate attempt was stopped, not that WhatsApp rejected the template. Check the current review status or prepare a new version for approval. Completed earlier steps keep their receipts; uncertain effects must be checked before retrying. A WhatsApp task approved later on the web keeps its original WhatsApp reply channel.
Still need help?
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