# How to report a problem

> A complete report lets us find your case right away. Here you find what to write, what to attach and what never to send.

Page: https://supportfast.ai/en/guide/help/report-a-problem/ · Section: Troubleshooting · Updated on 30 October 2026

## What to write

Describe the problem as you would to someone who can't see your screen. Four things are enough:

**Report template**

```
Where: Officina Rossi workspace, chat agent on WhatsApp
What happens: the agent doesn't reply
Since when: today at 9:30 (or: it always happens)
Useful code: Conversation #128
```

If you can, attach a screenshot, with your customers' data covered.

**Not like this:** “The agent doesn't work, please help.”

**Like this:** “In the Officina Rossi workspace, the chat agent hasn't replied on WhatsApp since 9:30 today. The agent is Active and the channel shows as connected. I'm attaching a screenshot of the conversation.”

## Codes that help us

If the console page shows a number or a Copy command, paste that text into your report: it takes us straight to your case. For example:

- the conversation number, like “Conversation #128”;
- for a chat agent's answer, Execution details below the customer's message, then Copy › Copy all. Use this button, not the Knowledge Base label above the answer: the label shows only the knowledge search, while the Turn details show the whole path of the answer. See [Why the agent answered that way](https://supportfast.ai/en/guide/conversations/why-this-answer.md);
- for a WhatsApp, Instagram or Messenger channel in error, the code below the red band on the channel page.

## What never to send

We don't need secret data to understand a problem. Don't write in your report, and don't leave visible in screenshots, any passwords, verification codes, service keys like the OpenAI key, payment card details, or personal data of your customers that isn't needed.

> **Warning**
>
> **If you send secret data by mistake, change it right away.** You change your password from your [Profile](https://supportfast.ai/en/guide/account/profile.md); for the OpenAI key, see [OpenAI key](https://supportfast.ai/en/guide/developers/openai-key.md).

## Where to write and what happens next

Write to [info@supportfast.ai](mailto:info@supportfast.ai), one report per problem: if you have two problems, send two emails. Which address to write from and response times are in [Support and contacts](https://supportfast.ai/en/guide/help/support.md).

If needed, we'll ask you for more details or for a test to run: reply in the same email thread, so the whole history stays together.

> **Tip**
>
> **Meanwhile, protect your customers.** If the agent gives wrong answers, you can set it to Paused, or step into the conversation yourself as an operator. See [Stepping in as an operator](https://supportfast.ai/en/guide/conversations/take-over.md).