Contact Yapper support
You can reach Yapper support without leaving the dashboard. A Yapper Support conversation sits pinned at the top of your Inbox — open it any time to ask a question about how Yapper works, report a problem, or request help with your account.
The Yapper Support thread
The support thread lives in the Inbox, above your customer conversations, marked so you can tell it apart from the people messaging your business. It is a private conversation between you and Yapper support: your teammates each have their own support thread and cannot see yours.
Open it, type your question, and press send — the same way you'd reply to a customer. Your name and email travel with the conversation so the support team knows who they're helping.
What the assistant can do
Your first responder is Yapper's support assistant. It answers from this help
center: it reads the pages that match your question and replies with the
information from them, linking the page it used (a help.yapper.vip address) so
you can read the full article. The assistant replies in the language you write
in.
Because the assistant answers only from the help center, it's fastest for questions the documentation already covers — connecting a sender, setting up phases, understanding billing, and so on. It won't guess about anything it can't find a page for.
When a human takes over
Some things need a person: a question no help page covers, something that looks like a bug, or an account-specific action the assistant can't take on your behalf (a billing change, a refund, confirming an account deletion, resetting a connection). When that happens, the assistant hands the conversation to Yapper's support team.
The handoff stays in the same thread. A teammate from Yapper replies right there in your support conversation, and you'll see their answer the next time you open it — you don't need to start a new conversation or wait on the page. If you've set up notifications for your own escalations, note those are for conversations your customers have with your business; the Yapper Support thread is separate and always waiting for you in the Inbox.
Getting a faster answer
You'll get the most useful reply when you include:
- What you were trying to do and what happened instead.
- Which sender or conversation is affected, if the problem is about a specific one.
- Any message you saw — the exact wording of an error or warning helps.
If your question is about a sender that stopped replying, see sender-not-replying first; many issues there have a self-serve fix. For how escalations work on your own customer conversations, see escalations-and-notifications.