A person answers
Not a bot, which would be an odd choice for a company that sells them.
Email us
support@teamaiops.com — or reply to any email we have sent you. Both reach the same place.
Response times
One business day for most things. Faster if your employees have stopped answering — put that in the subject line and it goes to the top of the pile, which is a thing we can do because the pile is not enormous.
Setting up
Ask and we will do the first employee with you on a call. Worth it once. After that you will find it faster on your own.
Send us a message
Same inbox as emailing us, with a reference number back so you have something to quote when you chase us.
What to send us
Support gets slow when it turns into twenty questions, and the twenty questions are always the same four. Include these and we can usually finish it on the first reply:
- A link to the conversation, if it is about something an AI employee said or did. The URL from your dashboard is enough.
- Which employee, and roughly when it happened, including your time zone.
- What you expected to happen, and what happened instead.
- The address you wrote from, if a message did not reach your employee.
Do not send us passwords, card numbers, or anything similar. We will never ask for them, and any message that does is not from us.
The things that go wrong most
My AI employee is getting something wrong
Open the conversation in your dashboard and read the transcript — it will usually show exactly where it went off. Most errors trace back to a gap in the business notes on the employee, not to the model. Add the missing fact, and it stops. If it keeps happening after that, send us the conversation link.
Emails are not reaching my AI employee
Check three things in order: the employee's status is Active rather than Draft or Paused, its email channel is switched on, and your inbox is actually forwarding to the address we gave you. The employee page shows the first two. If all three look right, send us the address you wrote from and roughly when.
My AI employees stopped answering
The usual cause is credits running out — that stops work deliberately rather than running up an unbounded bill. Your billing page shows the balance. The other cause is a failed payment, which you would have had an email about.
Somebody asked not to be contacted again
Add them to your do-not-contact list from the contact record, which suppresses them across every outbound employee immediately. Do this even if the request came through another channel.
I need a person on this conversation now
Set escalation targets on the employee. A customer who asks for a human, gets upset, or raises something outside the employee's brief is handed over there, and whoever picks it up gets the summary first. You can also open any conversation and take it over yourself.
How credits work
You buy work, not seats full of features. Here is exactly what spends a credit and what does not, so the bill holds no surprises.
What is a credit?
One unit of work done for a customer. A typical written reply is about one credit, and a minute on the phone is one credit, so a balance means the same thing whichever way your customers reach you. That is the whole reason the number exists — you should be able to look at it and know roughly how many more conversations you can have without translating between minutes and messages first.
Why does one reply cost more than another?
Length. A short confirmation costs a fraction of what a detailed answer costs, because it is a fraction of the work. Billing by length rather than a flat rate per message means a one-line reply is not charged as though it were three paragraphs, and it stops the bill drifting away from what actually happened. Your dashboard shows the balance falling in real time if you want to watch a few conversations and get a feel for your own traffic.
What does not cost anything?
Anything that is not an answer to a real customer. Cold outreach, supplier invoices, newsletters, auto-replies and spam are recognised and set aside without a reply and without a charge — they are still filed so you can see what was decided. Conversation summaries, the alerts we send you, and everything you do in the dashboard are free too. You are charged when your AI employee speaks to somebody, and not otherwise.
Do my credits refresh each month?
Your plan's allowance is added on the day your subscription renews, and anything you did not use stays where it is. If you finish May with 10 credits left and your plan includes 250, you start June with 260 — the allowance is added to your balance rather than replacing it. A quiet month is not a wasted one.
Do credits expire?
No. Credits do not expire, and there is no monthly use-it-or-lose-it deadline. Whether they came with your plan or you bought them in a pack, they sit in your balance until the work uses them. You paid for them, so they are yours until they are spent — a seasonal business that is quiet in January and busy in June is not penalised for the shape of its year.
What happens when I run out?
Your AI employees stop answering. That is deliberate, and it is the alternative to a surprise invoice — we would rather stop and tell you than keep working and bill you for it. Nothing is lost while you are stopped: conversations, contacts and history stay exactly as they were, and buying credits starts things again immediately.
Will I get any warning first?
Yes. Set a low-balance level on your billing page and you are emailed when the balance falls past it, with further warnings as it keeps dropping. Pick a number that gives you time to act rather than time to panic — if a normal day costs you thirty credits, being told at ten is being told too late.
Am I locked into a contract?
No. It is a seat per AI employee per month, the way payroll works. Add one when you need the cover and drop it the month you do not. No setup fee, no minimum term, and no conversation with anybody to cancel.
Still stuck?
Write to support@teamaiops.com with whatever you have. A half-formed question is fine — we would rather untangle it with you than have you sit on it.
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