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Support & Help Center

Need assistance with Blubuddy? We're here to help! Find answers to common questions, troubleshooting guides, and multiple ways to get in touch with our support team.

Quick Help​

🔍 Search Our Knowledge Base​

Before reaching out, try searching our comprehensive documentation:

📧 Contact Support​

Email: hello@blubuddy.io

Response Time: Within 24 hours (business days)

Support Channels​

Email Support​

Our primary support channel for detailed technical questions and account issues.

When to use email:

  • Account billing and subscription questions
  • Technical integration problems
  • Feature requests and feedback
  • Bug reports with detailed information
  • Security and privacy concerns

What to include in your email:

  • Your account email address
  • Detailed description of the issue
  • Steps you've already tried
  • Screenshots or error messages (if applicable)
  • Your browser and operating system information

Troubleshooting Common Issues​

Account and Login Issues​

Can't log in to my account​

  1. Check your email and password

    • Ensure you're using the correct email address
    • Try resetting your password using "Forgot Password"
    • Check for typos in your email address

  2. Clear browser cache and cookies

    • Clear your browser's cache and cookies
    • Try logging in using an incognito/private window
    • Disable browser extensions temporarily

  3. Check account status

    • Verify your email address if you haven't already
    • Ensure your subscription is active
    • Contact support if your account may be suspended

Email verification not working​

  1. Check your email folders

    • Look in spam, junk, or promotions folders
    • Add hello@blubuddy.io to your contacts
    • Wait 5-10 minutes for email delivery

  2. Request new verification email

    • Ensure you're checking the correct email address
    • Try using a different email provider if issues persist

Chatbot Performance Issues​

Chatbot giving incorrect or irrelevant responses​

  1. Review your knowledge base

    • Ensure content is comprehensive and up-to-date
    • Check for conflicting or outdated information
    • Add more detailed explanations for complex topics

  2. Adjust confidence threshold

    • Lower the confidence threshold if responses are too restrictive
    • Raise it if you're getting too many irrelevant responses
    • Test different settings with common questions

  3. Improve content organization

    • Use clear, descriptive titles for articles
    • Add relevant tags and categories
    • Remove duplicate or similar content

Chatbot not responding or very slow​

  1. Check system status

    • Check if there are any ongoing service issues
    • Verify your internet connection

  2. Review knowledge base size

    • Large knowledge bases may take longer to process
    • Consider organizing content into smaller, focused sections
    • Remove unnecessary or outdated content

  3. Test with simple questions

    • Try basic questions to isolate the issue
    • Check if the problem is with specific topics
    • Test in different browsers or devices

Integration Problems​

Website widget not appearing​

  1. Verify embed code

    • Ensure the JavaScript code is placed correctly
    • Check that the code is before the closing </body> tag
    • Verify your chatbot ID is correct in the code

  2. Check for conflicts

    • Disable other chat widgets temporarily
    • Check browser console for JavaScript errors
    • Test on a simple HTML page to isolate issues

  3. Browser and caching issues

    • Clear browser cache and refresh the page
    • Test in different browsers and devices
    • Check if ad blockers are interfering

Knowledge Base Issues​

Content not being processed​

  1. Check file formats

    • Ensure files are in supported formats (PDF, DOCX, TXT, MD)
    • Verify file size is under the upload limit
    • Check that files aren't password-protected or corrupted

  2. Review content quality

    • Ensure text is readable and well-formatted
    • Remove excessive formatting or special characters
    • Break up very long documents into smaller sections

  3. Processing status

    • Check the processing status in your dashboard
    • Allow sufficient time for large files to process
    • Contact support if processing appears stuck

Service Level Agreements (SLA)​

Response Times​

  • Email Support: 24 hours (business days)
  • Critical Issues: 4 hours (24/7 for Enterprise customers)

Business Hours​

  • Standard Support: Monday-Friday, 9 AM - 6 PM IST
  • Enterprise Support: 24/7 coverage available

Issue Severity Levels​

Critical (P1)​

  • Service completely unavailable
  • Security vulnerabilities
  • Data loss or corruption
  • Response: Within 4 hours

High (P2)​

  • Major feature not working
  • Performance significantly degraded
  • Integration failures
  • Response: Within 8 hours

Medium (P3)​

  • Minor feature issues
  • General questions
  • Feature requests
  • Response: Within 24 hours

Low (P4)​

  • Documentation requests
  • Enhancement suggestions
  • General inquiries
  • Response: Within 48 hours

Enterprise Support​

Dedicated Support Features​

  • Priority response times
  • Dedicated account manager
  • Phone support availability
  • Custom integration assistance
  • Training and onboarding sessions

Contact Enterprise Support​

  • Email: hello@blubuddy.io
  • Phone: Available to Enterprise customers
  • Slack Connect: Direct channel with our team

Resources and Documentation​

Getting Started​

Video Tutorials​

Feedback and Feature Requests​

How to Submit Feedback​

  1. Link: Feedback Link
  2. In-app feedback: Use the feedback widget in your dashboard
  3. Community forum: Discuss ideas with other users
  4. User interviews: Participate in product research sessions

Feature Request Process​

  1. Submit your idea with detailed use case
  2. Product team review and feasibility assessment
  3. Development roadmap inclusion for approved features
  4. Beta testing opportunities for new features

Still need help? Don't hesitate to reach out to our support team. We're committed to helping you succeed with Blubuddy and providing the best possible customer experience.