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Contact Yapper support

You can reach Yapper support without leaving the dashboard. A Yapper Support conversation sits pinned at the top of your Inbox — open it any time to ask a question about how Yapper works, report a problem, or request help with your account.

The Yapper Support thread

The support thread lives in the Inbox, above your customer conversations, marked so you can tell it apart from the people messaging your business. It is a private conversation between you and Yapper support: your teammates each have their own support thread and cannot see yours.

Open it, type your question, and press send — the same way you'd reply to a customer. Your name and email travel with the conversation so the support team knows who they're helping.

What the assistant can do

Your first responder is Yapper's support assistant. It answers from this help center: it reads the pages that match your question and replies with the information from them, linking the page it used (a help.yapper.chat address) so you can read the full article. The assistant replies in the language your dashboard is set to. Change your dashboard language and the assistant follows from your next message onward, in this conversation as well as new ones. Ask it to continue in another language and it will switch for the rest of the conversation — that request stays in effect even if your dashboard language is set to something else.

Because the assistant answers only from the help center, it's fastest for questions the documentation already covers — connecting a sender, setting up phases, understanding billing, and so on. It won't guess about anything it can't find a page for.

Starting a fresh conversation

When you want to switch topics, the support thread header has a reset button that starts a fresh conversation with the assistant. The earlier conversation is closed and nothing is carried over, so a new question starts completely clean instead of being coloured by what came before. The closed conversation is not deleted — every message you and the assistant exchanged is kept, and Yapper's support team can still see it if you need to refer back to it.

The assistant may also start fresh on its own. When it has given you something to try, it asks whether that solved it and waits for your answer. If it doesn't hear back it sends a short reminder after ten minutes and another after half an hour, and an hour after the question it closes the topic with a note saying so. Once you confirm an issue is solved — or ask about something unrelated — it wraps up that topic straight away.

You never lose your history when this happens: every message stays in the thread, and you can message again at any time to pick things back up.

If you've turned off proactive messages from Yapper, the assistant won't send you those reminders or the closing note — it simply starts fresh in the background, and your next message begins a new session as usual.

When a human takes over

Some things need a person: a question no help page covers, something that looks like a bug, or an account-specific action the assistant can't take on your behalf (a billing change, a refund, confirming an account deletion, resetting a connection). When that happens, the assistant hands the conversation to Yapper's support team.

The handoff stays in the same thread. A teammate from Yapper replies right there in your support conversation, and you'll see their answer the next time you open it — you don't need to start a new conversation or wait on the page. If you've set up notifications for your own escalations, note those are for conversations your customers have with your business; the Yapper Support thread is separate and always waiting for you in the Inbox.

Getting a faster answer

You'll get the most useful reply when you include:

• What you were trying to do and what happened instead.
• Which sender or conversation is affected, if the problem is about a specific one.
• Any message you saw — the exact wording of an error or warning helps.

If your question is about a sender that stopped replying, see sender-not-replying first; many issues there have a self-serve fix. For how escalations work on your own customer conversations, see escalations-and-notifications.

Yapper's web address

Yapper lives at yapper.chat: the dashboard is dashboard.yapper.chat and this help center is help.yapper.chat. Older yapper.vip links and bookmarks still work and take you to the matching yapper.chat page. If you were signed in on a yapper.vip address, sign in once more on yapper.chat. Email sent to a Yapper address at either domain reaches us.