Support

Socializioz uses one AI-first support experience inside the product rather than separate disconnected support systems. The current flow combines:

1. Quick issue starters.
2. The Socializioz support agent.
3. My Cases for tracked support work.
4. Human-support escalation when the issue cannot be resolved in the AI flow.

You can reach the same support experience from Settings and the supported Support route.

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Start with the support agent

Open Settings → Support and describe the problem, or use one of the current quick issue starters. Current starters include areas such as:

• Publishing failed.
• Connecting/reconnecting an account.
• Billing.
• Scheduling.
• MCP / AI tools.
• Mobile app.
• Telegram alerts.
• Other/general issues.

The quick starter sends a focused issue into the same support-agent flow; it does not create a separate troubleshooting product.

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Support cases

The support chat is case-aware. When you start a diagnosed issue, Socializioz can create or reuse a support case based on the issue context instead of intentionally producing duplicate cases for the same active problem. The support experience keeps the active conversation associated with the current case and can use relevant authorized account/workspace context to diagnose the issue. The user’s input remains available even when no case is active yet; the flow can create a general case as part of the first message rather than presenting a dead chat box.

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What the support agent can do

The support agent can work with the support tools authorized for its role to help investigate a problem. Depending on the issue and current tool availability, it can use relevant diagnostic context such as:

• Current workspace/account state.
• Connection health.
• Recent publishing failures.
• Scheduling context.
• Subscription/billing context.
• MCP or AI-tool context.
• The current case conversation.

Tool checks can appear in the support conversation while they run. A support-agent diagnosis is not a substitute for the persisted product state. If the issue concerns a specific post, connection, invoice, or account, verify the relevant Socializioz record as part of the resolution.

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Retry a diagnosis

The current support chat has a watchdog for a diagnosis that does not produce a usable response promptly. If that watchdog fires, the UI can offer Retry diagnosis. Use retry for the support diagnosis itself; do not interpret it as permission to blindly repeat a consequential provider action such as publishing or deleting content.

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Escalate to the team

When the AI support flow cannot resolve the problem, it can offer escalation to the human team. Before escalation, Socializioz asks for confirmation because the handoff can include the relevant account diagnostics and support-conversation transcript for human review. Use that escalation when:

• The issue requires manual investigation.
• A backend/provider state is inconsistent.
• Billing/account recovery needs human review.
• The support agent has exhausted the useful diagnostic steps.
• You need a formal follow-up from the team.

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My Cases

The My Cases panel shows the user’s support cases and lets you reopen the relevant case/conversation. Use it instead of creating a fresh case every time you want to follow up on the same unresolved issue. When reporting a new issue, include enough information to distinguish it from an existing case:

• Workspace.
• Platform/service.
• Post, campaign, connection, or invoice when applicable.
• Approximate time.
• Exact visible error message/code.
• Steps that reproduce the problem.

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Contact human support directly

The current Support experience also exposes a collapsible Contact human support form as a fallback. The product UI additionally lists:

• Email: support@socializioz.com
• WhatsApp / Business: +971 50 933 5119

The current interface displays “Response time: within 1 business day.” Treat that as the present support UI expectation, not as a contractual Enterprise SLA unless a separate customer agreement says so.

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Common support routes

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Publishing failure

1. Open the affected post in Publishing Hub.
2. Read the current failure/processing state.
3. Check the destination in Connections.
4. Use Support when the failure remains unclear or appears inconsistent with the current state.

Do not recreate a post just to bypass an unknown failure.

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Connection problem

1. Open Connections.
2. Confirm the intended workspace and account.
3. Reconnect through the official authorization flow when required.
4. Use Support with the exact provider/account if the connection still fails.

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Scheduling problem

Include the scheduled post, intended time/timezone, current status, and any visible error. See Scheduling and calendar.

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Billing problem

Open Billing first so the current plan/subscription result is visible. When contacting Support, include the relevant invoice/subscription state without sharing payment credentials.

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MCP / external AI problem

Include:

• Client name.
• Whether authorization completed.
• Intended workspace.
• Tool/action name when known.
• Returned Socializioz error/result.

Do not paste Socializioz or provider tokens. See Socializioz MCP.

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Mobile problem

Include the device, OS, whether you use the native/PWA/browser experience, the route/screen, and what happens before the failure.

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Before opening a new case

A fast diagnostic sequence is:

1. Confirm the active workspace.
2. Read the current record state in the owning feature.
3. Check Connections when a provider account is involved.
4. Check System status for a broad service issue.
5. Retry the diagnosis/read when appropriate.
6. Reuse an existing My Case when the problem is the same unresolved incident.

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Security and privacy

Support can need operational context to investigate a problem, but that does not mean secrets should be included in free-form text. Safer information to provide includes:

• Record IDs.
• Workspace name/ID.
• Platform/account display name.
• Error code/message.
• Screenshot with secrets hidden.
• Approximate timestamp.

For account-compromise or security-sensitive issues, also follow Account security.

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Troubleshooting

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Related

• Troubleshooting
• System status
• Connections
• Publishing Hub
• Plans and billing
• Socializioz MCP
• Account security