We strive to provide outstanding support to help you become self-sufficient in using your Envoke account and to address specific questions.
"Free and Unlimited" policy
Free: We show and explain to you how to use Envoke but don't set things up for you. Full service setup is available at $140/hr. An exception to this is the onboarding period for new accounts where we help with the initial configuration of your the account at no extra cost.
Unlimited: Support is unlimited as long as you don't abuse it. We reserve the right to discontinue support for specific accounts at our discretion.
FAQs and documentation
This is the quickest way to get help for a specific question. Click the blue icon near the bottom right of each screen while you're logged in to start a conversation with support.
Our response time to support inquiries is within two business hours from Monday to Friday 9am to 5pm EST. Urgent issues will be answered until 8pm PST. Emergencies are addressed around the clock.
Calls need to be booked in advance. Schedule a 30-minute screen share session here. This option is useful to troubleshoot complex issues or account specific challenges.
In case of an emergency please open a support ticket by using the chat option described above and call 416-840-2300 x2 between 9am and 8pm EST. We do monitor support chat outside these hours but only respond to emergency requests.
An emergency is when a published form is broken, you have an immediate security concern, can’t access the Envoke interface or you are experiencing data loss.
Email message formatting issues, importing, consent updates, etc. are not considered an emergency and should be addressed via a support ticket or a scheduled phone call during standard support hours.
Training for new accounts
A free, one-hour training session is included for new accounts. At our discretion, depending on the complexity of the account setup, a follow up session is also included.
Training sessions are recorded - you can forward the recording to team members who aren't able to join the call.
Training for new users of existing accounts
We recommend that all new users review our Getting Started guide and receive training internally from an existing admin user to learn about account specific workflows and details such as the use of specific custom fields, import practices, your organization's guidelines for list segmentation and communication, etc.
We provide one training session per year at no extra cost for up to three individuals (during the same session).