Where to Contact Dualhook
If you are already signed into Dualhook, the default support channel is the in-app support chat in the dashboard. Open the Support bubble in the bottom-right corner to start a new conversation or continue an existing one.
This is the fastest way to contact Dualhook about:
- setup questions
- webhook and coexistence issues
- template sync problems
- billing questions tied to a workspace
- bug reports and unexpected dashboard behavior
Support conversations are organization-scoped, so the discussion stays attached to the right workspace and connection context.
What the Dashboard Support Chat Is For
Use the dashboard support chat when you want help from the Dualhook team without leaving the product.
Typical examples:
- "Why is my webhook verified but message events are not arriving?"
- "Can you check why this connection is showing
LIMITED?" - "The template editor is failing when I upload media."
Each organization can keep multiple support conversations. That makes it easier to separate onboarding questions, billing follow-up, and bug reports into distinct threads.
If you are troubleshooting a live issue, first review Troubleshooting, then run the connection Debug tab diagnostics and open a support chat with the exact failing step.
What to Include in a Bug Report
For the fastest resolution, include:
- The affected organization and connection name.
- What you expected to happen.
- What actually happened.
- Exact steps to reproduce the problem.
- Approximate time of the issue and your timezone.
- Relevant identifiers such as
waba_id,phone_number_id, connection ID, or trace ID if you have them.
If the issue involves webhook delivery, template sync, or health monitoring, linking the report to the relevant docs page can reduce back-and-forth:
Attachments and Response Flow
The support chat supports file attachments for screenshots, exported PDFs, and other supporting material.
Current attachment rules:
- images: JPG, PNG, GIF, WebP
- documents: PDF
- maximum file size: 4.5 MB per file
When you send a new message in support chat, the Dualhook admin side receives an email notification so we can pick it up quickly. Replies appear in the same conversation thread inside your dashboard, and the support bubble shows an unread badge when there is a new response.
For best results, attach:
- screenshots of the failing UI state
- PDF exports or incident notes
- exact error text copied from the dashboard
When to Use Email Instead
Use contact@dualhook.com instead of the dashboard support chat when:
- you cannot access the dashboard at all
- the request is about privacy, GDPR, or a legal matter
- you need a data deletion request handled
- you are discussing something that is not tied to a specific Dualhook organization
For privacy and deletion workflows, see Compliance and the Privacy Policy.