How to Get Help with CallGrid

Last Updated: January 2025
Reading Time: 5 minutes

At CallGrid, we believe great support is the difference between a tool and a partner. Unlike other call tracking platforms that leave you drowning in documentation or waiting days for responses, we've built support into every layer of our platform.

🚀 Quick Support Options

1. Support Email (Primary Contact)

• Email: support@callgrid.com
• Response Time: < 12 hours during business hours
• Best For: All questions, technical issues, billing inquiries, feature requests
• Pro Tip: Include your Company ID and screenshot of any errors for faster resolution

2. Live Chat Support

• Available: Monday-Friday, 8 AM - 5 PM PST
• Average Response Time: < 15 minutes
• Best For: Quick questions, real-time troubleshooting, urgent issues
• How to Access: Click the chat widget in your dashboard or visit callgrid.com

3. Knowledge Base (Self-Service)

• URL: support.callgrid.com
• Content: 100+ articles, video tutorials, best practices
• Best For: Learning at your own pace, implementation guides
• Available: 24/7
• Search Tip: Use specific terms like "webhook," "RPC," or "LCB"

📞 Premium Support Channels

Dedicated Account Manager (Growth Plans)

• Direct email and phone access
• Weekly check-ins available
• Strategic guidance and optimization
• Priority feature requests

Implementation Specialist (Enterprise)

• Dedicated onboarding support
• Custom training sessions
• Migration assistance from other platforms
• API integration support

🎯 Getting the Fastest Resolution

Before You Reach Out:

1. Check the Dashboard Alerts - System status and known issues
2. Search Knowledge Base - Instant answers to common questions
3. Review Recent Changes - Did you modify any settings?

When Contacting Support, Include:

• Company Name & ID - Found in Account Settings
• Affected Campaign/Destination - Specific names help us investigate faster
• Time of Issue - Including timezone
• Steps to Reproduce - What were you trying to do?
• Screenshots/Recordings - Visual context speeds resolution

🛠️ Support by Feature Area

Campaign & Routing Issues

• Specialty Team: Yes
• Direct Contact: Live chat for fastest response during business hours
• Common Issues: Destination failures, routing logic, capacity problems

Billing & Account

• Specialty Team: Yes
• Email: billing@callgrid.com
• Common Issues: Payment methods, usage questions, invoices

API & Integrations

• Specialty Team: Yes
• Email: developers@callgrid.com
• Resources: API documentation, Postman collections, webhook templates

🌟 What Makes CallGrid Support Different

Direct Access to Experts

Unlike traditional ticketing systems used by other platforms, our live chat and email support connects you directly with our technical team. No bouncing between departments.

Real-Time System Status

• Live platform status at status.callgrid.com
• Proactive notifications for any issues
• Transparent communication during incidents

Community Resources

• CallGrid Community - Connect with other power users
• Monthly Office Hours - Live Q&A with product team
• Video Tutorial Library - Step-by-step guides

🚨 After-Hours Support

Support Hours: Monday-Friday, 8 AM - 5 PM PST

For critical issues outside business hours:

1. Email: urgent@callgrid.com with "URGENT" in subject
2. Include: Impact scope (calls affected, revenue at risk)
3. Expected Response: First business day priority

Note: Enterprise customers have access to extended support hours and emergency phone support.

💡 Pro Tips for CallGrid Success

1. Use Live Chat First - Fastest way to get help during business hours
2. Batch Your Questions - Make the most of support interactions
3. Join Office Hours - Monthly sessions cover new features and best practices
4. Use Knowledge Base - Available 24/7 for immediate answers

We're Here to Help You Succeed

At CallGrid, support isn't just about fixing problems—it's about helping you grow your business. Whether you're migrating from another platform, scaling your first campaign, or optimizing advanced routing, we're here every step of the way.

Ready to experience the CallGrid difference?
Start a live chat in your dashboard or email us at support@callgrid.com.