When you contact SocialBee support via live chat, whether on our website, product, or help documentation, your ticket is first reviewed by our AI Chat Assistant, BuzzBee.
This article explains how it works and how to reach a human agent if needed.
What Is the AI Assistant?
The AI Assistant (BuzzBee) is the first point of contact when you submit a support request using the live chat. It reviews your message and uses information from our Help Center and documentation to provide an immediate reply. This helps answer common questions quickly.
What Happens After You Submit a Ticket?
- You submit a ticket via the live chat.
- The AI Assistant reviews your message.
- You receive an email reply from "SocialBee Support" with the same subject line you used.
- From there, you can:
- Reply with more details if needed.
- Ask follow-up questions.
- Request escalation to a human agent at any time.
How to Reach a Human Agent
If the AI Assistant doesn’t fully resolve your issue, simply reply to the email and let us know you’d like the ticket escalated. A member of the SocialBee Support Team will review your request and continue assisting you. You can request escalation at any point in the conversation.
How to Get the Most Accurate Response
To receive the most helpful reply, we recommend:
- Being specific about the issue.
- Including any error messages (copy and paste them if possible).
- Mentioning what you’ve already tried.
- Adding relevant details (account type, platform, browser, etc.).
- Explaining the outcome you’re trying to achieve.
- If the issue is complex, you can break it into smaller questions.
- You can always reply with additional details to refine the solution.
If You Don’t Reply
If we don’t receive a response, the ticket may close automatically after a period of inactivity.
If you still need help, simply reply to the previous email to reopen the conversation.
Our goal is to provide fast answers while ensuring personalized support is always available when needed.
If your issue requires further assistance, just reply, and our team will be happy to help. Your feedback is crucial to this process, and we encourage you to reach out if you feel additional help is required.