How to Contact Botline Support from Your Dashboard

When you log in to your Botline dashboard and open Conversations, look at the very top of the list. You'll see a thread called Botline Support with our animated mascot avatar — that's us.

This thread is permanently pinned. It can't be deleted, archived, or closed accidentally. It's there whenever you need it.

1. Open the Botline Support thread at the top of your Conversations page.
2. Type your question in the reply box, just like any other conversation.
3. Hit Send. That's it.

You'll see your message appear immediately in the dashboard. Behind the scenes, it's also delivered to our team on real WhatsApp — which means we get notified instantly even if we're away from the dashboard.

When we reply, you'll see it in two places at once:

• The Botline Support thread on your dashboard updates within a few seconds.
• The same message also lands in your WhatsApp inbox, on whichever phone number you registered when you signed up.

This means you don't need to keep the dashboard open — you can step away and we'll reach you on WhatsApp the moment we reply.

Anything that affects how you use Botline — we want to hear it:

• Bugs — something broken, missing, or behaving unexpectedly. Screenshots help.
• Billing questions — invoices, plan changes, refunds, AI credit top-ups.
• Setup help — connecting WhatsApp, training your AI, importing products, configuring booking pages.
• Feature requests — what would make Botline more useful for you? We read every one.
• Just saying hi — feedback on what's working, what isn't, ideas you've had. We genuinely want to know.

You can send text, images, voice notes, or documents — anything WhatsApp supports.

We aim to reply within a few hours during business days (UTC+5 / UTC+8 working hours). Outside those hours, expect a response by the next morning.

If something is genuinely urgent — your live AI is misbehaving with real customers, or you're locked out — say so in your first message and we'll prioritize it.

• This thread is per tenant, not per user. If your team has multiple users on Botline, everyone on your account sees the same support thread. Anyone can reply.
• The AI doesn't process this thread. Even if you have AI configured for your customer conversations, it's a human-to-human chat between you and our team. Your AI credits are not consumed.
• Your customer conversations are not affected. The Botline Support thread is separate infrastructure — it doesn't use your WhatsApp instance, your AI agents, or your customer data.
• It's permanent. The welcome message stays even if you disconnect and reconnect WhatsApp. Your full conversation history with us is preserved.

Open Conversations and say hi whenever you need us.