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Support ​

Get help with SipPulse AI through our support channels and self-service resources.

Contact Options ​

Email Support ​

Email: support@sippulse.com

Best for:

  • Technical issues requiring investigation
  • Billing and account questions
  • Feature requests and feedback
  • Security concerns

Response time: Usually within 24 hours on business days.

Phone Support ​

Phone: +55 (48) 3332-8540

Best for:

  • Urgent production issues
  • Complex technical discussions
  • Enterprise account assistance

Hours: Monday to Friday, 9:00 AM - 6:00 PM (BRT/GMT-3)

Community Slack ​

Slack Channel: Join SipPulse AI Community

Best for:

  • Quick questions and tips
  • Community discussions
  • Sharing experiences with other users
  • Feature announcements

Self-Service Resources ​

Documentation ​

Browse the complete documentation to find answers:

API Status ​

Check the current status of SipPulse AI services:

  • API availability
  • Known issues
  • Scheduled maintenance

Before Contacting Support ​

To help us resolve your issue faster, please gather the following information:

For Technical Issues ​

  1. Request ID: Found in API responses or error messages (format: req_xxxxx)
  2. Agent ID: The agent experiencing the issue
  3. Timestamp: When the issue occurred (include timezone)
  4. Steps to reproduce: What actions led to the problem
  5. Expected vs actual behavior: What should happen vs what happened
  6. Screenshots or logs: If applicable

For Billing Issues ​

  1. Organization name: As shown in your account
  2. Invoice number: If related to a specific charge
  3. Transaction date: When the charge occurred

For Account Issues ​

  1. Email address: Associated with your account
  2. Organization name: Your organization in the platform
  3. Issue description: What you're trying to do

Common Issues and Quick Fixes ​

"Insufficient credits" error ​

Your account has run out of credits.

Solution:

  1. Click on your credit balance in the top-right corner
  2. Select Add Credits from the dropdown
  3. Complete payment on the checkout page

Agent not responding ​

The agent may be misconfigured or experiencing an issue.

Quick checks:

  1. Test in the Playground first
  2. Verify the agent has valid instructions
  3. Check that required tools are properly configured
  4. Review the agent's LLM model selection

API authentication failed ​

Your API key may be invalid or expired.

Solution:

  1. Go to API Keys in the platform
  2. Verify the key is active and not expired
  3. Generate a new key if needed
  4. Ensure you're using the correct key format (sp-xxxx)

Voice quality issues ​

Poor audio quality during voice calls.

Quick checks:

  1. Verify network connectivity and bandwidth
  2. Check SIP trunk configuration
  3. Test with different voice models
  4. Review codec settings in your PBX

WhatsApp messages not delivering ​

Messages aren't reaching users.

Quick checks:

  1. Verify the phone number is properly connected (check status in Deploy settings)
  2. Check that the phone number is verified with WhatsApp
  3. Ensure message templates are approved (for outbound)
  4. Review webhook configuration

Slow agent responses ​

Agent takes too long to respond.

Possible solutions:

  1. Use a faster model variant (mini/flash versions)
  2. Reduce instruction length
  3. Optimize knowledge base size
  4. Check for complex tool chains

Feedback and Feature Requests ​

We value your input to improve SipPulse AI:

  • Feature requests: Email support@sippulse.com with subject "Feature Request"
  • Product feedback: Share in our Slack community
  • Documentation improvements: Let us know what's unclear or missing