Contact Reepli support
The Reepli team can be reached directly by Reepli operators, in French. No opaque ticketing system: you write to us, we reply.
Available channels
WhatsApp (recommended)
The fastest way. Write to us at +1 555 900 0242 — you land in our own Reepli instance, which means we run the product to talk to you. Available 7 days a week.
Email
For longer, structured requests, or those with large attachments: [email protected].
Dashboard form
A send shortcut is available directly in dashboard.reepli.ai, at the bottom of the side menu (the Help or Contact link). The form pre-fills your account ID and your plan, which saves us back-and-forth to identify you.
Before writing to us
A few quick checks that often solve the problem:
- Check the help center — the answer may already be there:
- Basic checks:
- Refresh the page (Ctrl+F5 or Cmd+Shift+R).
- Try in private/incognito mode to rule out a browser extension.
- Check your internet connection.
- Check your subscription status from the Billing page of the dashboard.
If none of that helps, write to us.
Information to provide
So we can help you fast, include with your message:
Essential
| Information | Example |
|---|---|
| Precise description of the problem | "The bot has stopped replying since this morning on the conversation with +33612345678" |
| Date and time it started | "Since 09/05/2026 around 9:30 a.m." |
| Steps to reproduce | "1. I opened the Inbox, 2. The contact wrote, 3. No reply from the bot" |
Very helpful
| Information | Why |
|---|---|
| Screenshot | To see exactly what you see |
| Exact error message | To identify the problem immediately |
| Conversation ID | To look directly in our logs |
| WhatsApp number concerned | If you have several channels on your account |
| Browser and version | Some bugs are specific to a browser |
| Actions already tried | To avoid making you repeat steps |
A good screenshot includes: the full error message, the browser address bar, and the surrounding context. Avoid screenshots that show just a button — include what happens before and after.
How to take a screenshot
| System | Shortcut |
|---|---|
| Windows | Print Screen key or Windows + Shift + S |
| macOS | Cmd + Shift + 4 (area) or Cmd + Shift + 3 (full screen) |
| Linux | Print Screen key (depending on distribution) |
Priority levels
When you write to us, tell us how urgent it is:
| Priority | Criteria | Target time |
|---|---|---|
| Critical | Dashboard inaccessible, no message getting through (inbound or outbound) | A few hours |
| High | A major feature is broken, business impact | Within 24 business hours |
| Medium | A minor feature is malfunctioning, workaround possible | Within 48 business hours |
| Low | Question, information request, suggestion | Within 5 business days |
Examples by priority
| Priority | Example |
|---|---|
| Critical | "Our WhatsApp channel is disconnected and the bot has stopped replying for 2 hours." |
| High | "Appointments booked by the bot no longer sync to Google Calendar." |
| Medium | "The CSV export of contacts doesn't include the 'creation date' field." |
| Low | "How do I enable a new scenario?" |
What happens next
- Acknowledgment automatically within a few minutes.
- First reply from a Reepli operator based on priority.
- Exchanges until resolution. If we need access to your account to diagnose, we'll ask you explicitly and wait for your written agreement.
- Resolution confirmation when the problem is fixed. If the issue persists, let us know — we reopen the matter immediately.
Reporting a security issue
If you discover a vulnerability or suspicious behavior (account compromise, potential data leak, technical vulnerability):
- Do not exploit the vulnerability.
- Do not disclose it publicly before we've had a chance to fix it.
- Send a detailed report to [email protected] (or via WhatsApp mentioning "URGENT - security").
- We reply within 24 hours and keep you informed of the fix.
For an ongoing incident (hacked account, unauthorized charge, etc.), contact us immediately via WhatsApp at +1 555 900 0242 with the mention "URGENT - security". We handle it as absolute priority.
Additional resources
| Resource | Address |
|---|---|
| Help center | help.reepli.ai |
| Dashboard | dashboard.reepli.ai |
| Main site | reepli.ai |
| WhatsApp support | +1 555 900 0242 |
| Support email | [email protected] |
| Security email | [email protected] |