When something misbehaves, the first question is whether it's your setup or our service. Here's how to tell — and what we do during incidents.
Quick self-checks (2 minutes)
Hard refresh the app (Cmd/Ctrl+Shift+R) — stale sessions cause most "it's frozen" reports.
Try another browser or incognito window — extension conflicts are common.
Check your connection — calling needs a stable connection (~100 Kbps up/down); flaky Wi-Fi drops calls before anything else fails.
Check one feature vs everything. If only email sending fails, it's likely your mailbox connection (Settings → Connected Apps). If only SMS delivery looks wrong, check the number's compliance status first.
Signals it's on our side
Multiple teammates hit the same error at the same time, the app won't load at all across browsers, or actions fail with server errors regardless of what you try.
During an incident
When we have a confirmed incident, we communicate proactively — an in-app notice and updates in the support channel, plus follow-up by email for anything that affected your data or messages. Fixes to platform incidents are our top priority, and we keep affected conversations open until resolved.
Reporting
The fastest path is the chat widget's bug report — it attaches technical context automatically. Include:
What you clicked and what you expected
The exact error text or a screenshot
Whether teammates see it too
That combination usually turns a back-and-forth into a same-day fix.
After an incident
If an incident affected outbound messages (emails or SMS queued during downtime), check the affected leads' activity feeds — anything that failed to send shows its status there, and drafts remain waiting for approval rather than being lost.