Support

We’re here to help you get the most out of iCalls. Whether you’re setting up your first widget, managing agents, or troubleshooting an issue, our support team is ready to assist.

How to Get Help

Choose the support option that best fits your needs.

🧭 Self-Service Help (Recommended First)

Before contacting support, we recommend checking:

  • Getting Started – Quick setup guidance
  • Organization Admin Guide – Admin features & configuration
  • Agent Guide – Call handling and availability
  • Customer Video Call Flow – End-user experience
  • Troubleshooting – Common issues & fixes
  • FAQs – Quick answers to common questions
📌 Most issues can be resolved in minutes using the documentation.
💬 Contact iCalls Support

If you need direct assistance, you can reach our support team.

Available Support Channels
  • 📧 Email Support
  • 💬 In-App Support / Help Desk (if enabled)
  • 📞 Video Support via iCalls (for eligible plans)

Support availability may depend on your subscription or service level.

🕒 Support Hours
  • Standard Support: Business hours (configured per region)
  • Priority / Enterprise Support: Extended or 24/7 (if applicable)
📌 Response times may vary based on your support tier.
🧾 What to Include When Contacting Support

To help us resolve your issue faster, please include:

  • Organization name
  • User role (Admin / Agent / Customer)
  • Description of the issue
  • Screenshot or screen recording (if possible)
  • Browser name and version
  • Date and time the issue occurred
🚨 Urgent Issues

For urgent issues such as:

  • System outages
  • Call failures affecting multiple users
  • Security concerns

Please mark your request as Urgent when contacting support.

📢 System Status & Updates
  • Scheduled maintenance
  • Platform updates
  • Service disruptions
📌 Check the System Status page or release notes if available.
🔐 Security & Privacy Concerns

If you believe you’ve found:

  • A security vulnerability
  • A data privacy issue
  • Unauthorized access

Please contact support immediately with “Security” in the subject line.

🤝 Working With Your Organization Admin
  • Agents: Contact your Organization Admin first
  • Customers: Contact the business providing iCalls support

Admins have access to configuration and account-level settings.

📚 Helpful Resources
  • Security & Compliance
  • Call Flow & Routing
  • Widget & Website Integration
  • Troubleshooting Guide
iCalls Documentation