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Support resources: How to get help?
Support resources: How to get help?

Review your support options and support policies

Zoltan Wagner avatar
Written by Zoltan Wagner
Updated over a week ago

Read detailed explanation and get answers to 100s of FAQs in our knowledge base.

Watch brief how-to videos for an overview of frequently used features.

Click the blue icon near the bottom right of each screen while you're logged in to your account to ask a question. You'll receive a response in the chat window and also by email. After this you can continue the thread via chat or by replying to the support email.

You can schedule a 30-minute call to troubleshoot issues that are inefficient to address via chat. Sessions are conducted via Zoom so we can share screens.

If your request is urgent please start a chat session and mention "URGENT" in your message. This ensures your question is prioritized. Chat is monitored even outside regular support hours.

After you started a chat session marked "URGENT" wait 10 minutes for a response. If you haven't heard back from us by then you can reach us at 416-840-2300 x2 from Monday to Friday between 9am to 8pm EST.

Support policies

Same great support for every account

Every account, including trial accounts, receive the same level of premium support and has access to the same support resources.

Support hours

Our regular support hours are from Monday to Friday between 9am to 8pm EST, excluding Canadian statutory holidays.

We monitor chat support outside these hours for emergencies only.

Response time commitment

Our response time to support inquiries is within two business hours during regular support hours.

This response time is for initial responses and not a commitment to resolve issues within a two hour time frame.

Email display issues


Support is included with your account at no extra cost.

Scope: show vs. do

As we respond to support questions we show or explain various functionality related to your question but don't make changes on your behalf unless a change is unavoidable or a change is made to illustrate how something can be done or fixed.

For example we won't create a message based on a PDF you send us or import a list of contacts if you send us a list file, instead we explain how you can to do this on your own.

(An exception to this is during the onboarding period for new accounts when we help with setting up your list, templates, forms, etc.)

Contact list files

Support doesn't include troubleshooting or quality assurance of spreadsheets. Generally speaking this means that support staff won't open contact list files unless this is absolutely necessary in order to resolve an issue.

Third party applications

Support is limited to your Envoke account. Envoke support staff won't log in to third party apps (for example Wordpress or CRM systems).


Support is unlimited as long as you don't abuse it. We reserve the right to suspend or discontinue support at our discretion. This happens extremely rarely. We'll reach out to discuss your support usage if needed.

Access to data

All Envoke support staff has access to data in client accounts. All Envoke staff have had background police checks, have signed NDAs and have data access provisions in their employment contracts. Security practices are regularly reviewed and employees are made aware of their obligations in maintaining the security and confidentiality of personal information under our control. Read our Privacy Policy here.

Support requests must start via chat

Support requests must originate via chat while you're logged in to your account instead of sending us an email directly. This ensures that users are authenticated, the conversation is connected to your account automatically and you have access to historical tickets. It also allows us to manage support staff availability and to analyze support activity in order to improve service to our customers. When a support chat is initiated you'll receive a response in the chat window and also by email. You can reply to this message to continue the conversation via email.

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