I had a support ticket to raise (outside of general FAQ) and the bot was just rerouting me to articles that do nothing to solve my actual problem, just make me spend 5 minutes reading something with another link to spend 5 more minutes reading something else and THEN finally land on the page to raise support tickets. As a user of the paid version (pro) if I am getting “human support” tier access, make it easier to find please.
We would like a easier way to reach out for help. Either a button in-app or a separate section on the web dashboard without having to open three tabs in a chain. Finding help should not be this difficult to access.
New
More accessible support
+2Hi
Hey
Thanks again for taking the time to write this, and I'm sorry for the experience you had.
I reviewed your specific conversation, and I can confirm that FIN, our AI assistant, should have recognized you as a paying customer to hand you off to one of our human agents. That didn't happen — FIN held the conversation and even pointed you toward emailing Support, which isn't a path we actually offer.
That's on us, not on you. The whole point of having AI on the first response is to get you to an answer faster — not to put another wall between you and a human when you need one. We got that wrong here.
A few things worth saying out loud:
- Paying customers always have a path to a human. If FIN can't help, it's supposed to escalate. When it doesn't, that's a bug in our system — not in your expectations.
- The exact failure you ran into — FIN looping instead of handing off — is the failure mode we're actively working to eliminate. Your post is the clearest possible signal that we're not there yet.
- Feedback like this is worth more to us than any internal metric. We can measure response time and CSAT all day, but a customer telling us "I couldn't reach anyone" is the real ground truth.
We're not done. But we're moving, and posts like yours sharpen the direction. If you (or anyone else reading this) hits this kind of wall again, please share it — even just a sentence. The more specific cases we see, the faster the pattern gets fixed.
Hope this helps,
Oleg
Head of CX at Manychat
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