Say it here and a person reads it.
Two of us, no support tier, no ticket number. The most useful message we get is somebody telling us a rule fired on a sentence it should not have, so that is the first thing in the list below.
What happens to each of those.
The topic is not a courtesy dropdown. It decides who reads the message and what gets done about it.
- A guardrail fired wrongly
- Read against the event log, which records the verdict and the reason rather than only the outcome, so it can usually be checked rather than reconstructed. If a rule is over-firing we would rather change the rule than have you work around it. Note that over-firing and inconvenient are different: a fair-housing block or a property-fact block that fires on a sentence you wanted to send is usually the product working, and the fix is the message. Guardrails.
- Something is broken
- Send what you typed and what came back. Every decision is on an append-only log, so most of the time we can see exactly what happened instead of asking you to reproduce it.
- A comparison page is wrong
- The comparison pages argue about a category rather than about another company’s internals, deliberately. If one is out of date or unfair to a product you work on, it gets changed. That is not a courtesy: it is the only way a page like that stays worth reading.
- A privacy request
- Deleting your account and everything attached to it is a thing you can ask for and it is honoured. What is stored, for how long, and which third parties are involved is set out in the privacy policy.
- Billing or the membership
- Priced per agent, cancellable at the end of the period you have already paid for, no cancellation fee. Pricing.
You do not need this page
Say it on the thread. Lewis is a text conversation, and anything that is not a lead (a bug, a message you think should not have been blocked, a question about the bill) reaches a person from there. There is no second inbox to find and no address to look up.
The form exists for everybody else: somebody comparing three of these before they sign up for any of them, somebody who works on a product one of our comparison pages describes, somebody with a privacy question who is not a customer and should not have to become one to ask it.
There is no support phone queue, and there is not going to be one.
Two people cannot staff a queue and pretending otherwise is how you end up with one that nobody answers. What there is instead: this form, the thread the product already runs on, and the fact that the person who wrote the rule is the person who reads the complaint about it.