Unify Chat:How to Get Help from Unify Support
Last updated: August 27, 2026
When you need help from Unify, the fastest path is to use the shared support workflow instead of tagging individual teammates or sending DMs. This ensures your question reaches the right expert, keeps context in one place, and helps us improve future answers.
Where to ask questions
Use Unify Support first: Tag @Unify Support in the shared Slack channel or react to your message with :ticket:.
Avoid tagging individuals or sending DMs: Individual teammates may not be the best person available, and DMs make it harder for the support team to track context and follow up.
Use Unify Home Chat for advisory questions: For workflow strategy, account-specific guidance, or questions that require context about your Unify setup, start in Unify Home/Chat when available. These surfaces can use more account context than a generic support thread.
What to include in your message
To help us answer quickly and avoid unnecessary back-and-forth, include:
Your goal: What are you trying to accomplish?
The exact workflow: For example, the Audience, Play, Sequence, Persona, or list you are working with.
What you expected to happen: Describe the result you thought you would see.
What actually happened: Include errors, confirmations, missing records, or unexpected behavior.
Links or screenshots: Add relevant Unify links, Slack thread links, screenshots, or files when possible.
Urgency and impact: Let us know if the issue is blocking a launch, customer campaign, or time-sensitive workflow.
How to choose between Support, Home/Chat, and your Commercial Contact
Question type | Best place to start |
|---|---|
Basic how-to questions, product behavior, bugs, or troubleshooting | Tag @Unify Support or react with 🎫 |
Workflow advice that depends on your account setup, sequences, plays, audiences, or prior context | Use Unify Home/Chat when available |
Strategic planning, enablement, credit expansion, or broader platform usage discussion | Schedule time with your Account Executive |
Something urgent or blocking | Use @Unify Support or react with 🎫 and clearly state the urgency and impact |
Example support request
@Unify Support I’m trying to enroll people from Audience X into Sequence Y. I received a confirmation that enrollment started, but the contacts are not appearing in the sequence. My goal is to launch this campaign today. Can you confirm whether this is expected behavior, a product limitation, or something I’m missing?
Relevant links/screenshots: [Audience link], [Sequence link], [screenshot]
What to expect after you ask
Support may ask clarifying questions if key details are missing.
If the issue is a product enhancement request, we’ll explain the limitation and suggest the best workaround when available.
If the issue requires deeper advisory context, we may point you to Unify Home/Chat or recommend time with your account team.
If the answer is not helpful or feels too generic, tell us what context is missing. That feedback helps us improve the support experience.
Quick rule of thumb
If you are asking, “Is this broken or am I doing something wrong?” start with @Unify Support. If you are asking, “What is the best way for our team to accomplish this workflow in Unify?” start with Unify Home/Chat or your account team.