This article is your reference for getting help with Access Automate Outreach or Access Automate CRM - whether you have a quick question, a technical issue, or need training. Use the right channel for the right type of request to get the fastest resolution.
At a Glance: Which Channel to Use
Situation | Best channel |
Quick how-to question or feature explanation | Help Centre (search articles first) |
Something isn't working as expected | In-app chat → Support team |
You need a walkthrough or want to get more from the platform | Book training with your CSM |
A bug is blocking your work right now | In-app chat — flag it as urgent |
A strategic question about your setup or usage | Contact your Customer Success Manager directly |
Billing, contract, or account changes | Contact your Customer Success Manager |
Option 1: Search the Help Centre
The Help Centre is the fastest way to find answers to common questions. Most platform questions - how to configure a campaign, how a feature works, what a setting does - are already answered there.
To search the Help Centre:
Click the chat button at the bottom-right of the screen.
Select the Help tab in the messenger window.
Type your question in the search bar.
Browse the matching articles.
🤓 Tip: Before raising a support request, try a Help Centre search first - many issues can be resolved immediately without waiting for a response.
Option 2: Contact the Support Team via In-App Chat
For issues that aren't covered in the Help Centre, contact the Support team directly through the in-app messenger:
Click the chat button at the bottom-right of the screen.
Go to the Home tab.
Send a message describing your issue — include screenshots, links, or error messages where relevant.
The AI agent will attempt to answer your question. If it can't resolve it, type 'speak to a person', 'talk to the team', or similar to be connected to a human support agent.
📌 Note: You can view your previous support conversations in the Messages tab of the in-app messenger.
What to Include in Your Support Message
To get the fastest resolution, include:
A clear description of what you expected to happen and what happened instead
Screenshots or screen recordings of the issue
The browser or device you're using (if relevant)
The name of the campaign, sequence, or integration involved (if applicable)
Whether the issue is blocking your work (so the team can prioritise accordingly)
Option 3: Contact Your Customer Success Manager
Your Customer Success Manager (CSM) is your main point of contact for anything strategic, account-related, or where you need a more hands-on conversation. CSMs can help with:
Platform setup and configuration guidance
Domain verification and SendGrid setup
Reviewing your campaign strategy and sequences
Arranging training sessions
Billing, subscription, and contract questions
Escalating complex technical issues to the product and engineering team
Contact your CSM directly via email — their details were provided during your onboarding. If you don't have their contact details, ask via the in-app support chat and the team will connect you.
Option 4: Book Training
Training is available for teams who want to get more out of the platform or onboard new users. Your CSM can arrange sessions covering:
Platform fundamentals for new users
Advanced campaign and sequence configuration
Reporting and analytics
Compliance and suppression management
Data enrichment and PDL usage
To request a training session, contact your Customer Success Manager directly.
Escalating Urgent Issues
If you have an issue that is actively blocking your work - for example, campaigns have stopped sending, your integration is disconnected, or data is not syncing - flag this clearly when you contact support:
Open the in-app chat and describe the issue.
State that it is urgent and explain the business impact (e.g. 'Our campaigns have stopped sending and we have a deadline today').
The support team will prioritise accordingly.
If you don't receive a timely response, contact your CSM directly via email and reference your open support conversation.
⚠️ Important: Urgency flags help the team prioritise correctly. Use them when something is genuinely blocking your work — not for general questions.
🤔 FAQs
Q: What hours does support operate? A: Support is available 24/5. Coverage is provided across time zones to ensure you can reach someone during your working day.
Q: I can't find the chat button — where is it? A: The chat button is in the bottom-right corner of every screen in Access Automate Outreach. If you can't see it, try refreshing the page or checking that your browser isn't blocking scripts from the site.
Q: The AI agent isn't answering my question — how do I reach a person? A: Type 'speak to a person', 'talk to the team', or any similar phrase in the chat. You'll be connected to a human support agent.
Q: I need to report a bug — what information should I include? A: Include what you were doing when the issue occurred, what you expected to happen, what actually happened, and any error messages shown. Screenshots or a screen recording are very helpful. Mention your browser and whether the issue is reproducible.
Q: I have a feature request — who should I tell? A: Share it via the Idea Portal: https://automateoutreach.ideas.aha.io/ — you can also vote on ideas submitted by other users. Your CSM can also pass product feedback directly to the team.