Getting Help
Three ways to get support: AI chatbot, documentation, or human assistance.
1. Intelligent Chatbot (Instant Answers)
Meet Threader, Your AI Support Assistant
The chatbot in the bottom-right corner of every support page is trained on all Comms Threader documentation, FAQs, and best practices.
Look for the chat icon: Bottom-right corner of your screen (blue circle with message icon).
What Threader can help with:
- Tool features and workflows (how The Channel works, what Pitch Readiness means)
- Quick answers to common questions (pricing, exports, team limits)
- Finding the right documentation page for your question
- Philosophy and methodology (human judgment, differentiation, strategic scaffolding)
- Troubleshooting common issues (saving projects, uploads, exports)
- Comparisons and feature explanations
Example questions Threader answers well:
- "How do I add team members?"
- "What's the difference between Cascade Mode and Free Roam?"
- "Can I edit AI suggestions?"
- "What does Pitch Readiness score mean?"
- "How is this different from ChatGPT?"
- "Where do I find my saved projects?"
How to Use the Chatbot Effectively
Be specific:
❌ "Help with exports"
✅ "How do I export The Channel to PowerPoint?"
Ask follow-up questions:
The chatbot remembers context within the conversation. If the first answer isn't quite what you need, ask for clarification or more detail.
Use it for quick lookups:
Instead of searching documentation, ask: "What file formats can I upload?" or "What's the Lite tier limit?"
If chatbot can't help, it will direct you to human support.
Pro tip: The chatbot is available 24/7 and responds instantly. Use it first for quick questions. Escalate to human support for account-specific issues or complex problems.
2. Documentation (Comprehensive Guides)
When to Read Documentation First
- Learning a new tool: Read tool documentation (e.g., The Channel, The Frame)
- Understanding methodology: Read Philosophy & Approach, The Golden Thread
- Onboarding: Start with Getting Started Guide
- Time-boxed workflows: See Workflow Examples
- Video learning: Browse Video Tutorials
- Term definitions: Check Glossary
Quick Navigation Guide
| Question Type | Go To |
|---|---|
| Where do I start? | Getting Started Guide |
| How do I use this under pressure? | Workflow Examples |
| What does X mean? | Glossary |
| Why Comms Threader vs alternatives? | Why Comms Threader |
| Common questions | FAQ |
| I got an error | Troubleshooting |
| How does tool X work? | Tool Documentation |
| Do you have videos? | Video Tutorials |
3. Human Support (Account & Complex Issues)
When to Contact Human Support
- Account issues: Login problems, billing disputes, subscription changes
- Technical bugs: Features not working as documented, data loss, export failures
- Workspace setup: Team management requiring account access
- Complex questions: Specific to your workflow or client needs
- Feature requests: Suggestions for improvements
- Onboarding support: Enterprise users can book onboarding calls. Pro users have self-serve walkthroughs and priority email support
How to Contact Human Support
Email: support@commsthreader.com
Include in your email:
- Your workspace name
- Your tier (Lite or Pro)
- Specific tool and step where issue occurred
- What you were trying to do
- What happened instead
- Screenshots (if relevant)
- Browser and operating system
Response times:
- Pro users: Priority support, 24-hour response target
- Lite users: 48-hour response target
- Urgent issues: Mark email subject with [URGENT] for blocking bugs
Best practice: Try chatbot first → Check documentation if needed → Email human support for account/complex issues. This gets you answers fastest while ensuring support team handles cases requiring human judgment.
Decision Tree: Which Support Channel?
| Question Type | Use Chatbot | Use Docs | Email Support |
|---|---|---|---|
| Quick feature question ("How do I add team members?") | ✅ Start here | If chatbot unclear | - |
| Learning how tool works ("How does The Audience work?") | Ask for doc link | ✅ Read full guide | - |
| Understanding methodology ("What is the Golden Thread?") | Quick definition | ✅ Read philosophy | - |
| Account/billing issue ("My payment failed") | - | - | ✅ Email support |
| Technical bug ("Export doesn't work") | Try troubleshooting | Check Troubleshooting | ✅ If not resolved |
| Feature request ("Can you add X?") | - | - | ✅ Email support |
| Workflow question ("How do I run emergency pitch?") | Ask for scenario | ✅ Workflow Examples | If highly specific |
| Onboarding help ("I'm brand new, overwhelmed") | Ask for starting point | ✅ Getting Started | ✅ Enterprise: Book call |
Chatbot Limitations (When to Escalate)
The Chatbot Cannot:
- Access your account: Cannot see your projects, workspace, or billing details
- Make strategic decisions: Won't tell you which territory to choose or how to reframe your specific brief
- Fix technical bugs: Can suggest troubleshooting but can't resolve account-level issues
- Process refunds or billing: Cannot change subscription or handle payments
- Guarantee outcomes: Can explain how tools work but can't promise pitch success
If chatbot says "Contact support@commsthreader.com", that's your cue to escalate to human support.
Example Support Flow
Scenario: "My exports aren't working"
Step 1: Ask chatbot
You: "My PowerPoint export from The Channel isn't working"
Chatbot: "Let me help troubleshoot. Are you using Chrome, Firefox, or Edge? Safari isn't fully supported. Also check if popup blockers are enabled."
Step 2: Try suggested fix
You switch to Chrome, disable popup blocker, try again.
Step 3a: If it works
Problem solved! Continue working.
Step 3b: If it doesn't work
Email support@commsthreader.com with:
- Workspace name
- Tool (The Channel)
- Browser (Chrome 121.0)
- Screenshot of error
- "Tried disabling popup blocker, still failing"
Support team investigates account-level issue.
Pro User Perks
Enhanced Support for Pro Tier (£149/mo)
- Priority email support: 24-hour response target (vs 48 hours for Lite)
- Onboarding calls: Enterprise users can book dedicated sessions to walk through their first pitch
- Live training sessions: Group training for teams
- Direct methodology guidance: "When should I use Sweet Spot vs Recommended territory for this client?"
- Workflow consultation: "How should my team use Comms Threader in our pitch process?"
To book support session: Email support@commsthreader.com with "Pro Support Request" in subject line.
Feedback & Suggestions
We want to hear from you:
- Documentation unclear? Tell us which page needs improvement.
- Chatbot couldn't answer your question? We'll train it.
- Feature request? We track all suggestions.
- Bug found? We fix and update documentation.
Send feedback to: support@commsthreader.com with subject "Feedback".