Tradesly · Guide
Getting help
How to reach us, and what to have handy so we can fix it fast.
Your phones are how you make money, so anything that feels off deserves a fast answer — and the fastest answers come from good reports. This guide covers where to reach us and what to have ready, so your first message is the only one you need to send.
One thing first: a surprising number of “bugs” are the product working as designed in a way nobody warned you about. Things that surprise people is a two-minute read that covers the most common ones — texting that hasn't started because a one-time carrier registration is still in progress, a slot the AI wouldn't book because nobody could staff it. Worth a skim before you write in. Fix common problems catches most of the rest.
1 What to do next
Rule out the two-minute answer first.
Things that surprise people covers the behaviors that look like bugs but aren't, and Fix common problems catches most of the rest.
Find the ticket identifier and time.
Copy the ticket ID and note roughly when the issue occurred. Those details let support locate the activity without putting a customer's name or phone number in ordinary email.
Write to support@tradesly.ai from the address you sign in with.
Include the ticket ID, what you expected, and what happened instead. Paraphrase any problematic wording and remove customer details from screenshots or attachments.
Flag it in the first line if customers are affected right now.
Not the last paragraph — the first line is what routes your message.
2 How to reach us
- From the app. Reach the Tradesly team directly from inside the app — it's the best route, because your message arrives already attached to your account.
- By email. Write to support@tradesly.ai from the email address on your Tradesly account, so we can find your business without a round trip of “which company are you with?”
- Your Tradesly point of contact. If you work with someone at Tradesly directly, they're always a valid door — they'll get your report to the right people.
3 What to have handy
The difference between “fixed in one reply” and a week of back-and-forth is almost always detail. Before you write in, gather what applies:
- Your business name and the email you sign in with.
- The ticket ID and approximate time. For example, “ticket 24437 around 2 PM Tuesday” lets support locate the activity without customer contact information in the email.
- What you expected, and what happened instead. “The AI told a caller we service Riverside, but we don't” beats “the AI said something wrong.”
- A short, redacted example. Paraphrase the relevant wording and leave out names, phone numbers, email addresses, street addresses, and payment or health details.
- A redacted screenshot, if the problem is something on your screen. Crop or cover customer details before attaching it.
Do not email a full transcript, recording, customer record, or exported list. If support needs customer information to investigate, use the authenticated in-app route or wait for the Tradesly team to provide an approved secure way to share it.
If it's about a coaching change, mention what you asked the AI to do differently and roughly when, and whether a test call still gets the old behavior. That alone resolves a lot of “my change isn't working” reports.
4 Which problems to flag urgently
Say so plainly at the top of your message if customers are affected right now — calls not being answered, the AI saying something that's costing you jobs, texts going out that shouldn't. “URGENT: customers affected” in the first line is not rude; it's helpful triage, and it's how you get the fastest path.
For everything else — a phrasing you'd like improved, a question about how a feature works, an idea — send it whenever it occurs to you. Requests and questions from working businesses are where most of this product came from.