What This Article Covers
SendX offers multiple ways to get help when you need it—from instant live chat to email support and premium elevated support options. This guide explains how to reach the right support channel for your needs, what to expect, and how to get the fastest resolution to your issues.
Why Good Support Matters
Getting stuck on a technical issue, billing question, or campaign problem can be frustrating. SendX's support team is here to help you:
Resolve technical issues quickly so your campaigns keep running
Answer questions about features, settings, and best practices
Troubleshoot problems with deliverability, forms, automations, and more
Guide you through setup and onboarding
Provide expert advice on email marketing strategy
The key to getting great support is knowing which channel to use and how to clearly describe your issue.
SendX Support Channels Overview
Support Channel | Best For | Availability | Response Time |
Live Chat | Quick questions, urgent issues, general help | Mon-Fri, 05:30 AM - 8:30 PM UTC | 2-24 hours (usually faster during peak hours) |
Email Support | Complex issues, detailed explanations, non-urgent questions | 24/7 (responses during business hours) | Within 24 hours |
Elevated Support | Dedicated guidance, onboarding, strategy calls, priority support | Scheduled calls (purchased separately) | Scheduled appointments |
Option 1: Live Chat Support (Fastest for Most Issues)
What Live Chat Is Best For
Use live chat when you need:
Quick answers to straightforward questions
Help navigating the SendX interface
Troubleshooting technical issues
Account access problems
Campaign or automation setup guidance
Billing and payment questions
Deliverability issues
Feature clarifications
Any issue you need resolved quickly
Good for ALL types of issues: Live chat can handle everything from technical troubleshooting to billing questions. The support team coordinates with respective teams internally to resolve your issue—you don't need to figure out who to contact.
How to Access Live Chat
Step 1: Locate the chat widget
Look in the bottom left corner of your screen
You'll see a chat icon or bubble (usually blue or another prominent color)
Available on all pages within the SendX app
Step 2: Click to open
Click the chat icon
A chat window will open
Step 3: Start chatting
Fin, SendX's AI assistant, will greet you first
Fin can answer common questions instantly
For complex issues, Fin will escalate to a human support agent
Live Chat Availability
Hours:
Monday to Friday
05:30 AM to 8:30 PM UTC (Coordinated Universal Time)
Convert to your timezone:
EST (Eastern): 12:30 AM - 3:30 PM
PST (Pacific): 9:30 PM (previous day) - 12:30 PM
IST (India): 11:00 AM - 2:00 AM (next day)
GMT (London): 5:30 AM - 8:30 PM
Weekend and after-hours:
Live chat is not available on weekends (Saturday-Sunday)
After 8:30 PM UTC on weekdays, you can still leave a message—the team will respond when they're back online
For urgent issues outside business hours, use email support (support@sendx.io)
Response Time Expectations
Typical response times:
Instant: Fin (AI assistant) responds immediately to common questions
2 hours to 24 hours: Human agents respond depending on chat volume
Faster during peak hours: Mid-morning to mid-afternoon UTC typically has shorter wait times
Longer during high-traffic periods: End of month, major feature launches, or holidays may have longer waits
What affects response time:
Time of day (faster during business hours)
Number of support requests in queue
Complexity of your issue (simple questions resolved faster)
How to Get the Fastest Resolution
✅ DO: Describe Your Issue Clearly Right Away
Instead of:
"Hi, I need help." "Can I speak to a human?" "Hello?"
Say this:
"Hi! I'm trying to send a campaign but it's stuck in 'Sending' status for 30 minutes. Campaign ID: 12345. Can you help?"
Why this works:
Fin can immediately assess if it's within its capabilities or needs human escalation
Human agents see the full context immediately when they join
Reduces back-and-forth questions
Gets you to a resolution faster
✅ DO: Include Key Details Upfront
Helpful information to mention:
What you're trying to do: "I'm trying to create a landing page"
What's not working: "The form won't save my settings"
Error messages: "I see an error: 'Contact already exists'"
When it started: "This started happening this morning after the update"
What you've tried: "I already cleared my cache and tried a different browser"
Campaign/Form/Automation ID: If applicable (e.g., "Campaign ID: 12345")
Example of a great first message:
"Hi! I'm trying to add contacts to a segment but getting the error 'Segment limit reached.' I'm on the Business plan which should have unlimited segments. My account email is john@company.com. Can you help?"
❌ DON'T: Repeatedly Ask for a Human
Why this slows you down:
Fin is designed to handle many common issues instantly
If Fin can't help, it automatically escalates to a human agent
Repeatedly saying "I need a human" delays the process because you haven't described the issue yet
Better approach:
Describe your issue clearly to Fin
If Fin can't resolve it, say: "This isn't resolved yet. Can you escalate to a human agent?"
Fin will recognize this as a blocker and escalate immediately
Meeting Fin: Your AI Support Assistant
Who is Fin?
Fin is SendX's AI-powered support assistant
Handles common questions instantly (24/7, even outside business hours)
Trained on SendX's entire knowledge base
What Fin can help with:
How-to questions ("How do I create a segment?")
Feature explanations ("What's the difference between Single and Double Opt-In?")
Finding help articles or documentation
Basic troubleshooting steps
Account information lookups
When Fin escalates to a human:
Complex technical issues Fin can't solve
Billing or payment issues requiring human verification
Account-specific problems needing manual investigation
Situations where you explicitly request human help after Fin's suggestions don't work
Pro tip: Give Fin a chance to help first—you might get an instant resolution! If not, Fin will smoothly hand you off to a human agent with full context.
Option 2: Email Support (For Detailed Issues)
What Email Support Is Best For
Use email when you:
Have a complex issue that requires detailed explanation
Want to attach screenshots, files, or recordings
Prefer asynchronous communication (no need to stay online waiting)
Need to document the conversation for your records
Have a non-urgent question that doesn't require immediate response
Are contacting support outside live chat hours
How to Contact Email Support
Step 1: Compose your email
To: support@sendx.io
Subject: Clear, specific subject line describing your issue
Good: "Campaign stuck in 'Sending' status - Campaign ID 12345"
Bad: "Help" or "Question"
Step 2: Include key details
Essential information:
Your SendX account email address (if not obvious from your sending email)
Clear description of the issue
What you're trying to accomplish
What's happening instead (including error messages)
When the issue started
What you've already tried
Helpful attachments:
Screenshots showing the problem
Screen recordings (Loom, CloudApp) for complex issues
Error logs or console errors (if technical)
Campaign/form/automation IDs
Example email:
Subject: Unable to import CSV - Error "Invalid format" Hi SendX Support, I'm trying to import a contact list via CSV but keep getting an error message: "Invalid format detected on line 15." Details: - Account email: john@company.com - CSV file: 500 contacts, 3 columns (Email, First Name, Last Name) - Browser: Chrome (latest version) - What I've tried: Re-saved as UTF-8, removed special characters, verified all emails are valid I've attached: - Screenshot of the error - Sample of the CSV file (first 10 rows) Can you help identify what's causing this issue? Thanks! John
What Happens After You Email
Step 1: Automatic confirmation
You'll receive an automated confirmation email acknowledging your request
This email includes a ticket number for tracking
Step 2: Support team reviews
Your email is routed to the SendX support team via Intercom
Support converts it to a support ticket for tracking and prioritization
Step 3: You receive a response
Within 24 hours (usually faster during business hours)
Response comes in the same email thread—just reply to continue the conversation
No need to start a new email for follow-up questions
Step 4: Resolution and closing
Support works with you until the issue is resolved
Before closing the ticket, support confirms with you that everything is working
You can reopen the ticket anytime by replying to the email thread
Support will respond during business hours (Mon-Fri, 05:30 AM - 8:30 PM UTC)
Response Time
Standard response time:
Within 24 hours for all email inquiries
Faster during business hours (Mon-Fri, 05:30 AM - 8:30 PM UTC)
Slower on weekends or holidays (you'll get a response when the team is back)
Factors that may affect response time:
Time of day: Emails sent during business hours get faster responses
Issue complexity: Simple questions resolved faster than complex technical investigations
High volume periods: End of month, holidays, or after major product updates
Email Support Best Practices
✅ DO:
Use a clear, descriptive subject line
Include your SendX account email
Describe the issue in detail (what, when, how)
Attach relevant screenshots or recordings
Mention what you've already tried
Be patient—support will get back to you within 24 hours
❌ DON'T:
Send multiple emails about the same issue (reply to the same thread instead)
Use vague subject lines like "Help" or "Question"
Leave out critical details (error messages, when it started, what you tried)
Expect instant responses (email is not real-time—use live chat for urgent issues)
Option 3: Elevated Support (Premium Support)
What Is Elevated Support?
Elevated Support is SendX's premium support offering that provides:
Dedicated account manager who knows your business and goals
One-on-one video calls with a product expert
Phone support for real-time assistance
Personalized onboarding to get you up and running quickly
Account setup assistance including domain whitelisting and technical configurations
Strategic guidance on email marketing best practices
Priority support for faster issue resolution
Think of it as having a SendX expert on your team who's available whenever you need guidance, troubleshooting, or strategic advice.
What's Included in Elevated Support
Package details:
$250 USD for 3 scheduled calls with a product expert
Each call can be used for:
Onboarding: Getting started with SendX, importing contacts, setting up first campaigns
Account setup: Domain authentication, sender verification, technical configurations
Domain whitelisting: Ensuring your emails reach inboxes, not spam folders
Strategy sessions: Email marketing best practices, campaign optimization, automation workflows
Troubleshooting: Deep-dive technical issues requiring expert investigation
Training: Learning advanced features like segmentation, A/B testing, or API integration
Flexible scheduling:
Book calls at times that work for you (subject to availability)
Calls can be scheduled during or outside regular support hours
Direct communication with your dedicated account manager
Video calls via Zoom or similar platform
Who Should Consider Elevated Support?
Elevated Support is ideal for:
New SendX users who want expert guidance during onboarding
Businesses migrating from another email platform and need migration assistance
Enterprise customers who need dedicated support and priority response times
Teams with complex requirements (custom integrations, advanced automations, high-volume sending)
Users who prefer phone/video support over chat or email
Companies needing strategic guidance beyond basic troubleshooting
You might need Elevated Support if:
You're launching a major campaign and want an expert to review it first
You have technical requirements that need custom setup
You want ongoing strategic advice to improve your email marketing results
You prefer a dedicated contact person rather than general support
Your team needs training on advanced SendX features
How to Purchase Elevated Support
Option 1: Purchase directly in the SendX app
Log into your SendX account
Click on your profile icon (top right corner)
Look for "Elevated Support" or "Add-ons" in the dropdown menu
Click to view details and pricing
Click "Purchase" or "Add to Account"
Complete payment
You'll receive confirmation and instructions for scheduling your first call
Option 2: Contact SendX to purchase
Reach out via live chat or email (support@sendx.io)
Say: "I'm interested in purchasing Elevated Support. Can you help me get started?"
Support will guide you through the purchase process and answer any questions
After purchase:
You'll be assigned a dedicated account manager
Receive instructions on how to schedule your 3 calls
Get direct contact information for your account manager
Booking Your Elevated Support Calls
How to schedule:
After purchase, you'll receive scheduling instructions
Book calls via:
Direct scheduling link (Calendly or similar)
Email your account manager with preferred dates/times
Live chat to request scheduling assistance
Calls are typically 30-60 minutes depending on the topic
You can space calls out over weeks or months—no expiration
Preparing for your call:
Have a clear agenda or list of questions
Share relevant details in advance (campaign links, screenshots, specific issues)
Be ready with your SendX account open for screen sharing
Invite team members to join if needed
Self-Service Support Resources
Before contacting support, you might find answers in SendX's self-service resources. These are available 24/7 and often provide instant solutions.
Knowledge Base (Help Center)
Where to find it:
Log into SendX
Click your profile icon (top right corner)
Select "Knowledge Base" from the dropdown
What's included:
Comprehensive articles covering every SendX feature
Step-by-step guides with screenshots for visual learners
Video tutorials embedded in most articles (watch the process in action)
Searchable database: Find answers quickly by typing keywords
Organized by topic: Navigate by category (Campaigns, Automations, Contacts, etc.)
Types of content:
How-to guides: "How to create a campaign," "How to build a segment"
Feature explanations: "What is Double Opt-In?" "Understanding list types"
Troubleshooting: "Why emails go to spam," "Common import errors"
Best practices: Email marketing tips, deliverability advice, compliance guidance
Pro tip: The knowledge base is constantly updated with new articles and videos. If you can't find what you're looking for, try searching with different keywords or contact support.
API Documentation
Where to find it:
Click your profile icon (top right corner)
Select "API Documentation"
What's included:
Complete API reference with endpoints, parameters, and responses
Code examples in multiple programming languages
Authentication guides for connecting to the SendX API
Use case tutorials for common integrations
Rate limits and best practices
Who should use this:
Developers building custom integrations
Technical teams connecting SendX to other platforms
Users automating workflows via API
In-App Tooltips and Guidance
As you navigate SendX, you'll see:
"?" icons next to features with explanations
Tooltips when hovering over buttons or settings
Inline help text explaining what each field does
Onboarding tours for new users (if applicable)
Booking a Zoom Call (For All Users)
Did you know? Even if you don't have Elevated Support, you can still book a Zoom call with SendX support for complex issues.
How to book a Zoom meeting:
Contact support via live chat or email (support@sendx.io)
Explain your issue and mention: "This might be easier to resolve over a video call. Can we schedule a Zoom meeting?"
Support will assess whether a call is appropriate
If approved, they'll send you a Zoom meeting link with a scheduled time
When Zoom calls are offered:
Complex technical issues requiring screen sharing
Account setup requiring step-by-step guidance
Training requests for advanced features
Issues that have been difficult to resolve via chat/email
Note: This is different from Elevated Support—these are one-off troubleshooting calls, not ongoing support packages.
What Information to Provide When Contacting Support
The more details you provide upfront, the faster support can resolve your issue. Here's what to include:
Always Include:
1. Your SendX account email
If you're logged in via live chat, support can see this automatically
For email support, mention it if your sending email is different
2. Clear description of the issue
What you're trying to do: "I'm trying to send a campaign to my 'VIP Customers' list"
What's happening instead: "The campaign shows 'Failed' status"
Error messages: Include the exact text of any errors
3. When the issue started
"This started happening this morning"
"It worked fine yesterday but not today"
"This is my first time trying this feature"
4. What you've already tried
"I refreshed the page and cleared my browser cache"
"I tried in a different browser (Chrome vs. Firefox)"
"I re-imported the CSV with different formatting"
Include if Applicable:
5. Campaign, Form, Automation, or List IDs
Makes it easier for support to locate the exact asset causing issues
Example: "Campaign ID: 12345" or "Form ID: 67890"
6. Screenshots or screen recordings
Visuals help support understand the problem instantly
Use tools like:
Built-in screenshot tools (Windows: Snipping Tool, Mac: Cmd+Shift+4)
Loom (loom.com) for screen recordings with audio
CloudApp for quick screenshots and videos
7. Browser and device information
Browser: Chrome, Firefox, Safari, Edge (and version if known)
Device: Desktop (Windows/Mac) or Mobile (iOS/Android)
Example: "I'm using Chrome on Mac"
8. Steps to reproduce
If the issue happens consistently, list the exact steps
Example:
Go to Campaigns → Create Campaign
Select "Blog Subscribers" list
Click "Design Email"
Error appears when trying to save
Language Support
SendX support is available in any language!
How it works:
SendX uses translation tools to communicate in your preferred language
You can contact support in:
English
Spanish
French
German
Hindi
Any other language
Tips for non-English support:
Be patient—responses may take slightly longer due to translation
Use simple, clear language to avoid translation errors
Include screenshots when possible (visuals transcend language barriers)
Where to specify language:
In live chat: Start your message in your preferred language—support will detect and respond accordingly
In email: Write your email in your preferred language—support will use translation tools to understand and respond
Support Satisfaction and Feedback
SendX values your feedback and continuously works to improve support quality.
Post-Support Surveys
After each support interaction, you may receive:
Customer satisfaction survey (CSAT)
Quick rating: "How would you rate your support experience?"
Optional comment field: Share what went well or what could be improved
Why feedback matters:
Helps SendX identify training opportunities for support agents
Improves support processes and response times
Ensures issues are actually resolved (not just marked as closed)
Please take 30 seconds to complete surveys—your input directly impacts support quality for all users!
Escalating Issues
If you're not satisfied with the support resolution:
Step 1: Explain your concern
Reply to the support thread and say:
"This solution didn't work for me. Can we try a different approach?"
"I'm still experiencing the issue. Can you escalate to a senior technician?"
Step 2: Request escalation
Support will escalate to:
Senior support agents for complex technical issues
Product team for potential bugs or feature limitations
Billing team for payment or subscription issues
Leadership for unresolved complaints
Step 3: Receive follow-up
The escalated team will respond with a detailed resolution plan
You'll be kept informed of progress
SendX's commitment:
Every issue is treated seriously
Support won't close tickets until you confirm the problem is resolved
Complex issues receive detailed explanations of why, how, and what can be done to prevent future occurrences
Proactive Support from SendX
SendX doesn't just react to issues—the team proactively helps prevent them.
When you raise an issue, expect:
Root cause analysis: Not just "here's the fix" but "here's why it happened"
Prevention tips: "To avoid this in the future, do X, Y, Z"
Detailed reports: For account-specific issues, receive a comprehensive report explaining what went wrong and how it was fixed
Best practice recommendations: Support often suggests improvements beyond the immediate issue
Example:
Your issue: "My campaign had a low open rate"
Support's response:
Analyzes your campaign (subject line, send time, list quality)
Explains factors affecting open rate
Provides actionable recommendations (A/B test subject lines, clean your list, segment by engagement)
Shares resources on deliverability best practices
Common Support Scenarios and Best Channels
Here's a quick guide for common issues:
Issue Type | Best Channel | What to Include |
Campaign stuck/not sending | Live chat (urgent) | Campaign ID, when scheduled, error messages |
Form not capturing leads | Live chat | Form ID, screenshot, sample email that didn't get captured |
Billing or payment question | Live chat or email | Account email, invoice number, specific question |
Password reset/login issues | Live chat | Account email, description of what happens when you try to log in |
Import errors | Email (attach CSV sample) | CSV file, error message, screenshot |
Domain authentication setup | Email or Elevated Support | Domain details, current DNS records screenshot |
Deliverability issues (spam) | Campaign ID, sending domain, spam test results | |
API integration help | Email (with code samples) | API endpoint used, request/response, error logs |
Feature request | Email or live chat | Detailed description of desired feature, use case |
General how-to question | Knowledge Base first, then live chat | What you're trying to accomplish |
Tips for Getting the Fastest Support
1. Check the Knowledge Base first
80% of common questions are answered in help articles
Saves you time waiting for a response
2. Use live chat for urgent issues
Faster than email for time-sensitive problems
Support can ask clarifying questions in real-time
3. Be specific and detailed in your first message
Avoid vague "I need help" messages
Include error messages, IDs, and what you've tried
4. Attach screenshots or recordings
"A picture is worth a thousand words"
Especially helpful for UI issues or error messages
5. Respond promptly to follow-up questions
Support may need more information to resolve your issue
Quick replies = quick resolutions
6. Stay patient and polite
Support teams work hard to help everyone
Kindness goes a long way in getting exceptional service
7. Confirm resolution before closing
Make sure the issue is actually fixed
Ask follow-up questions if needed
Quick Reference: Support Contact Info
Live Chat:
Where: Bottom left corner of SendX (logged in)
Hours: Mon-Fri, 05:30 AM - 8:30 PM UTC
Response: 2-24 hours (usually faster)
Best for: Quick questions, urgent issues, all problem types
Email Support:
Address: support@sendx.io
Response: Within 24 hours
Best for: Complex issues, detailed explanations, attaching files
Elevated Support:
Price: $250 for 3 calls
Includes: Dedicated account manager, video calls, phone support, onboarding
Purchase: Via profile icon → Elevated Support (in-app) or contact support
Self-Service:
Knowledge Base: Profile icon → Knowledge Base
API Docs: Profile icon → API Documentation
Frequently Asked Questions
Q: What if I need help outside of live chat hours?
A: You have two options:
Leave a message in live chat: The team will respond when they're back online (Mon-Fri, starting 05:30 AM UTC)
Email support@sendx.io: You'll receive a response within 24 hours
For truly urgent, mission-critical issues outside business hours, email is your best bet—include "URGENT" in the subject line and explain the business impact.
Q: How do I know if my support ticket is being worked on?
A:
You'll receive an automated confirmation when you email support (with ticket number)
Support will respond with updates as they investigate
If you haven't heard back within 24 hours, reply to the original email thread to bump the ticket
You can always ask for a status update via live chat: "I submitted ticket #12345 yesterday. Can you check the status?"
Q: Can I talk to the same support agent for follow-up?
A:
For email support: Just reply to the same email thread—the same agent typically continues the conversation
For live chat: You may get different agents each time, but they can see your full chat history
For Elevated Support: You'll have a dedicated account manager who handles all your requests
Q: What if support doesn't solve my problem?
A:
Ask for escalation: "This solution didn't work. Can you escalate to a senior technician or the product team?"
Provide more details: Sometimes more information helps identify the root cause
Request a Zoom call: Complex issues are often easier to solve with screen sharing
Be persistent: Don't accept "that's just how it works" if something seems wrong—ask for alternatives
SendX support is committed to resolving every issue. If something truly can't be fixed (e.g., a feature limitation), they'll explain why and suggest workarounds or put in a feature request on your behalf.
Q: Does Elevated Support get faster response times?
A:
Elevated Support customers can schedule calls directly with their account manager
Standard support (chat/email) has the same response time for all users
However, Elevated Support customers have direct access to their dedicated manager, which often feels faster because there's no queue
Q: Can I get support in my native language if I don't speak English?
A: Yes! SendX uses translation tools to support any language. Simply contact support in your preferred language (via chat or email), and the team will translate and respond accordingly. Translation may add slight delays, so please be patient.
Q: What happens if I report a bug or issue with SendX?
A:
Support will investigate and confirm if it's a bug
If confirmed, they'll:
Escalate to the product/engineering team
Provide you with a temporary workaround (if available)
Keep you updated on the fix timeline
Notify you when the bug is resolved
You'll receive a detailed explanation of what caused the issue and how it's been fixed
Q: Can support help me with email marketing strategy?
A:
Standard support can provide general best practices and guidance
Elevated Support includes strategic consulting calls where you can discuss:
Campaign optimization
Segmentation strategies
Automation workflows
Deliverability improvements
A/B testing recommendations
If you need ongoing strategic guidance, consider Elevated Support for in-depth consulting sessions.
Final Tips for Great Support Experiences
✅ Do:
Describe your issue clearly and completely upfront
Include screenshots, error messages, and IDs
Be patient—support is helping many users simultaneously
Reply promptly when support asks follow-up questions
Confirm when your issue is resolved
Leave feedback in post-support surveys
❌ Don't:
Send multiple emails or chats about the same issue (stick to one thread)
Be vague or say "it's not working" without details
Expect instant responses 24/7 (respect business hours)
Get frustrated with Fin (AI assistant)—it's there to help
Close the chat window before your issue is resolved
Need Help Right Now?
If you need immediate assistance:
Live chat (fastest): Click the chat icon in the bottom left corner (Mon-Fri, 05:30 AM - 8:30 PM UTC)
Email: support@sendx.io (response within 24 hours)
Self-service: Check the Knowledge Base (Profile icon → Knowledge Base)
For premium support:
Purchase Elevated Support: Profile icon → Elevated Support (in-app)
Book a call: $250 for 3 sessions with a product expert
Remember: SendX support is here to help you succeed with email marketing. Don't hesitate to reach out—whether it's a simple question or a complex technical issue, the team is ready to assist. The more details you provide, the faster they can resolve your issue and get you back to running successful campaigns!