Widget
Widget or chat issue
Widget not loading, chat not responding, styling off, mobile broken, slow loads.
Report an issue
Found something broken? Tell us.
Reports are reviewed using the details you provide. Include the steps you took, what you expected, what actually happened, and a screenshot when you can.
Blocking customers right now? Open the live chat instead of emailing.
Categories
What kind of issue are you reporting?
Pick the closest match — or just describe it. The right team will pick it up from there.
AI answers
AI agent misbehaving
Hallucinations, wrong answers, banned topics, missing citations, unexpected refusals.
Account
Account or billing
Login issues, billing questions, plan changes, refund requests, access problems.
Integrations
Integration failure
Shopify, Wix, HubSpot, Salesforce, Slack, webhooks, Zapier — anything not connecting or syncing.
What to include
The fastest reports include these four things.
A report with all four can usually be reproduced straight away. Without them, most of the time is spent asking you follow-up questions.
What you expected to happen.
One sentence: “When a customer asks about returns, the agent should show our return policy link.”
What actually happened.
Screenshots, screen recordings, conversation IDs, error messages — anything concrete.
Where it happened.
Page URL, workspace ID, browser + device if it's a widget issue, the date and time it happened.
How bad it is.
Is it blocking customers? Affecting one user or everyone? Started today or been happening for a while?
Triage
How reports get prioritized.
Every report is read. These bands decide the order they are worked in — response time itself varies with severity and support volume.
- 1CriticalPicked up first
Widget down, billing charged wrong, a suspected security issue, or an integration failing for everyone.
- 2HighNext in the queue
AI agent answering badly, account access problems, a plan or billing question, one integration failing.
- 3NormalBatched and reviewed
Feature requests, cosmetic bugs, questions, edge cases, suggestions, documentation gaps.
Security issue?
For vulnerability reports, email security@superbotapp.ai with reproducible details. Do not access other users' data or disrupt production while testing.
FAQ
Common questions about reporting issues.
Not a bug? See every support channel.
How fast will I hear back?
Response time varies with issue severity and support volume. Critical reports — a widget that is down, a wrong charge, a suspected security issue — are picked up ahead of everything else. If your issue is blocking customers right now, open the live chat instead of emailing.
What information should I include?
Workspace ID, the page URL where the issue happens, what you expected versus what you saw, screenshots or a screen recording, the browser and device if it is a widget issue, and the conversation ID if it is an AI answer. The more we have upfront, the faster it gets fixed.
Can I report an issue anonymously?
Yes. Send the details without identifying your workspace and we will still triage it — we just will not be able to follow up with you on the fix. For sensitive issues, use the security address instead.
Is there a security disclosure channel?
For vulnerability reports, email security@superbotapp.ai with reproducible details. Do not access other users' data or disrupt production while testing.
Do you pay bug bounties?
No. SuperBot does not run a paid bounty program. We still want to hear about vulnerabilities — report them to security@superbotapp.ai with reproducible details.
Thanks for taking the time. We'll get this fixed.
If your issue is urgent, open the live chat in the bottom-right and we'll pick it up immediately.