Support
Something not working? Email us. We're a small team and we read every message.
Email us
You can also click the Help link inside the AgentChannel admin. It opens a prefilled email with your shop domain attached so we can triage faster.
When you'll hear back
We reply within 24 to 48 hours (Monday through Friday, US Eastern time). If it takes longer than that, we'll write back in thread to let you know we're still working on it.
What to include
So we can help quickly, please send:
- Your Shopify shop URL (the
.myshopify.comdomain). - What you were trying to do, and what happened instead.
- A screenshot of the screen or the error message, if you have one.
- The approximate time it happened (with your timezone), so we can match it against our logs.
Try these first
A few things are faster to fix yourself than to wait for an email reply:
- Permissions look wrong, or a screen says “reauthorize”: uninstall AgentChannel from the Shopify admin and reinstall from the App Store. The reinstall walks you back through the permission grant.
- You uninstalled by accident: reinstall within 48 hours and your settings come back. After 48 hours, the data is permanently deleted and a fresh install is required.
- You want to see what AgentChannel found in your audit: open Audit → History in the AgentChannel admin.
What we can't help with
- General Shopify admin questions that aren't about AgentChannel. Shopify Support is the right place for those.
- Theme customization outside of AgentChannel's own theme extension.
- Tax, legal, or accounting advice based on what your analytics shows.
Bugs and feature requests
Send them to the same email. We log every request and review them each week. We can't promise a feature will ship, but we read every message and we'll write back when a related fix or feature lands.
Security
If you think you've found a security issue, email support@agentchannel.app with “Security disclosure” in the subject. Please don't share the issue publicly until we've had a chance to look at it.