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
- 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 your account to start a conversation with support.
Our response time to general support inquiries is within two business hours from Monday to Friday 9am to 5pm EST. Urgent issues will be answered until 8pm EST. Emergencies are addressed around the clock.
Calls need to be booked in advance. You can 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 training session is available for new accounts. Depending on the complexity of the account setup, a follow up session may also be included. We may send a pre-recorded training video that covers common scenarios and ask you to watch this video prior to booking a live session.
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.
After the initial training call for a new account we provide one training session per year at no extra cost. We may send a pre-recorded training video that covers common scenarios and ask you to watch this video prior to booking a live session.
No direct email support
Support requests must originate from the support chat while you're logged in to your account instead of sending us an email.
This ensures that users are authenticated, you have access to historical tickets and allows us to analyze support activity in order to improve service to you.
When a support chat is initiated from the interface you'll receive a response in the chat window and also by email. You can reply to this email to continue the conversation.
To start a support conversation click the blue icon near the bottom right of each screen in your account.