> For the complete documentation index, see [llms.txt](https://help.allwage.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.allwage.com/fundamentals/support-channels.md). # Support Channels Support channels and communication We are committed to enhancing your experience and ensuring you receive the best possible support. ## Centralised Platform All customer support interactions are now routed through a single contact number, email, and a new web chat feature available directly on our portal. {% hint style="success" %} Our web chat is powered by an **AI assistant** that is available 24/7 and knows the whole AllWage system. It always clearly identifies itself as AI — it never pretends to be human — and you can choose to **speak to a real person at any time**: simply ask to speak to a human and you will be connected to our support team. {% endhint %} 1. **Centralised Issues**: All your concerns are logged in one place, making it easier for our support team to track and resolve issues efficiently. 2. **Improved Accountability**: With our support tool, we can better monitor the resolution process and ensure that every issue is addressed to your satisfaction. 3. **Enhanced Collaboration**: When more complex issues arise that require technical team intervention, the transition is seamless, with all necessary context transferred accurately. ## Accessing Support You can reach our dedicated support team in the following ways: * [Whatsapp](#whatsapp) * [In App Chat](#web-chat) * [Email](#email) * [Request for a call back](#request-a-call-back) ### WhatsApp

AllWage official WhatsApp Support number

Send a WhatsApp message to our central number [066 272 5265](https://wa.me/27662725265) (click on the number to sent a WhatsApp message right now).\ \ This is ideal for quick queries and immediate assistance. You can send us voicenotes, pictures and videos on this platform. {% hint style="warning" %} Please note that phone calls to this number will not be answered as it is linked directly to our support platform for written communication. {% endhint %} ### Web Chat Visit our portal and use the web chat feature — the chat icon at the bottom of the navigation panel. The web chat agent is manned by Allie, our AI assistant. Allie is available **24 hours a day, 7 days a week** and can answer questions, guide you through tasks, and troubleshoot issues in real time. If you'd rather talk to a real person, ask the assistant to escalate to a human — our support team will responds during business hours.

Web chat function is available from every page

### Email Send an email to . {% hint style="danger" %} Do **not** email individual support agents. Our team members are actively managing support queues and conducting onboarding meetings, so individual inboxes are not monitored for client inquiries. Direct emails will be missed, resulting in significant response delays. {% endhint %} ### Request a call back You are supported by a small, but dedicated team of Time & Attendance, and Payroll specialists. These specialists are introduced during your kickoff meeting, and they will guide you through your entire onboarding journey. To ensure our specialists can focus fully on onboarding meetings and dedicated client assistance, we do not operate an inbound call centre. If you prefer to speak directly with an agent, you can request a call back via WhatsApp or email. To help us process your request quickly, please ensure you include: * The specific topic or issue you need help with. It is crucial we have as much detail as possible so the correct person contacts you. * The phone number where we can reach you. Our support team handles multiple client requests simultaneously and will attempt to resolve your query via email or WhatsApp message first. If your request requires a phone conversation, your specialist will coordinate with the team to ensure coverage and schedule a dedicated time to call you. ## Business Hours Our support team is available during these times: * Mondays to Thursdays: 08:00 - 17:00 * Fridays: 08:00-16:30 We are closed on all public holidays. If there is a planned disruption in our business hours, we will let clients know of this before hand so they can plan their processes accordingly. ## Response Times & Expectations We strive to acknowledge and respond to every incoming message within 1 hour during business hours. Please note that this applies to our initial response time, as resolution times depend on the complexity of the query. * Platform Prioritization: We prioritize quick, time-sensitive inquiries submitted via WhatsApp before addressing requests on other channels. * Proactive Status Updates: When you initiate a conversation, we will immediately inform you if there are any expected delays in our response time. * Email & In-App Inquiries: Standard inquiries are processed in the order they are received. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.allwage.com/fundamentals/support-channels.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.