Help Center

AIVO SUPPORT CENTER

Need help or can't find what you need in our articles? Don't worry, you can create one or more tickets for analysis by our Aivo team quickly and easily. 

Here's how simple it is to register your request: 

STEP 1

Association with Aivo Support Center

In order to access our support platform, it is important that your CSM or Onboarding submit an access request to our technical team. 

After sending the request, you will receive an email from the Jira tool to create your password, this link lasts only 48 hours. Please check your inbox and SPAM/Unwanted.

STEP 2:

What types of Ticket can I create?

In this tool, you can create reports for queries, suggestions, technical cases, request for WhatsApp activation/migration, request for Template Message creation or integrations. 

Here, we have separated our ticket types into the following categories:

Aivo Support Center (ASC)

This is the creation of tickets for:

Request, Incidence, Questions and/or Suggestions, WhatsApp activation and Template Message requests.

Aivo Integrations Center (AIC)

This is about creating tickets for:

Analysis of new integrations, Development of new integrations, Analysis of adjustments of previously created integrations and/or Development of adjustments of previously created integrations.

STEP 2

How to create a ticket?

Access the site: https://aivoco.jira.com/servicedesk/customer/portals through your browser and save this link in your favorites. 

Then enter your e-mail address and password. 

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On the screen that appears, select one of the options: Aivo Support Center or Aivo Integrations Center

Aivo Support Center (ASC)

When you select this option, you will find the following options: 

Report System Problem: used for reporting incidents, errors or bugs that directly affect the operation of the platforms (Aivo/ Live) and/or the bot windows.

Request: used to get assistance on a specific request. This option should NOT be used to report bugs and/or incidents. 

Ask Us: used for queries, questions in general both about the platforms and the bot, possible integrations, etc. 

Message Templates: used to request message templates, pay attention to the instructions and fill out the data as requested. 

WhatsApp - Activation/Migration: used to request activation/migration of WhatsApp by filling out the fields described in this option. 

Suggestion: used for general suggestions for new tools and/or specific improvements to our products and services.

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STEP 3

Once you have chosen one of the options, fill out the form corresponding to your request. 

For greater effectiveness, please direct your ticket to us with the information below:

Bot Name

Platform: (Active or Live)

Channels in question

Start date

How were you expected to respond, and what is different now? - General description of the case, with screenshots if possible

URLS of websites, WhatsApp or Facebook numbers.

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At the end of your request, you will receive an e-mail from our channel Aivo Support Center

Aivo Integrations Center (AIC)

New integration development: In this form you can contact the Aivo technical team to request the development of a new integration. 

Adjust existing integration: On this form you can contact Aivo's technical team.

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If you need help to create a ticket or do not have access to our customer service portal, please contact us Monday through Friday from 9am to 6pm at suporte@aivo.co.

Also read the articles: 

What is Aivo's SLA?

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