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Contacting support

Support in Telegram

The quickest way to reach the Donkit team is our support bot in Telegram, @donkit_support_bot. Open it from the app: in the account menu at the bottom of the navigation rail, find the Support row and choose Telegram. You can also find the bot by its name in Telegram. Write your question as a regular message; the team answers in the same chat.

If your plan includes email support, the same row also has Mail, which opens a message to the support address in your mail app.

What to include

Problems are faster to solve when the first message answers the obvious follow-up questions:

  • What you were doing — the agent, chat or page, and the steps that led to the problem.
  • What you expected and what happened instead.
  • The exact error text, if you saw one, and roughly when it happened.
  • A screenshot or a short screen recording, if the problem is visible on screen.
  • A link to the agent or chat, if there is one.

Don't send passwords, API keys or other secrets in the chat.

Linking your Donkit account (optional)

In a private chat with the bot you'll see a Sign in with Donkit button. Linking is optional: support answers you either way. A linked account tells the team who is writing, so it's easier to figure out the problem.

To link:

  1. Press Sign in with Donkit in the bot.
  2. Telegram opens a page of the Donkit app. If you aren't signed in, sign in first; you come back to the same page.
  3. Check that the page names the right Telegram account and the right Donkit email, and press Link.
  4. Press Back to Telegram to return to the bot. It confirms the link.

With a linked account, the team sees your email, your name, and the workspace you use with its plan.

One Telegram account can be linked to one Donkit account. Linking a different Telegram account replaces the previous link, and linking your Telegram account to a different Donkit account moves the link there.

If the page says the link has expired or is not valid, go back to the bot and press the button again — a sign-in from the bot stays valid for a day.

Unlinking

Open app.donkit.ai/account/telegram-link while signed in. The page shows which Telegram account is linked; press Unlink Telegram to remove the link. You can keep writing to the bot after unlinking.