This guide explains how to report issues or problems encountered on the Builder platform. Following these steps ensures that our support team has the necessary information to investigate and resolve your issue efficiently.
Required Information
Before submitting a report, ensure you have the following information ready:
Account IDN
External Event ID or Session ID
These identifiers are automatically included when you use the platform's built-in Report feature.
Report an Issue
Navigate to the Builder Platform.
From the main navigation, select the Conversations page.
From the left side navigation panel, find and select the specific user persona associated with the issue you need to report.
Within the conversation field, find the specific message or interaction where the issue occurred. Click the Report link at that location.
Click the Copy button to copy the automatically generated report details to your clipboard.
Paste the copied report text into an email and send it to [email protected] using the template format below.
Email Body Report Template
Subject:
Platform Issue Report - [Brief Description Title, e.g., Issue with receiving an SMS]
Body:
[PASTE COPIED REPORT INFORMATION HERE]
Issue Description:
[Provide a clear description of the problem you encountered]
Steps to Reproduce (if applicable):
1. [First step]
2. [Second step]
3. [And so on...]
Expected Behavior:
[Describe what you expected to happen]
Actual Behavior:
[Describe what actually happened]
Additional Context:
[Include any other relevant information, screenshots, or details]
Thank you for your assistance.
Best regards,
[Your Name]
[Your Contact Information]