Support Center
Status: Concept · Last Updated: 2026-05-15
The Merchant Protocol CRM includes a full support system so contractors can get help fast — whether they want to find the answer themselves, log a ticket for the team, or just ask a question right now. Three channels, all built in.
| Channel | Description |
|---|---|
| 01 — Help Documentation | Searchable knowledge base with categorized articles, step-by-step guides, and video walkthroughs. Self-service answers for the most common questions. |
| 02 — Support Tickets | For issues that need a human. Log a ticket, describe the problem, attach screenshots — the Merchant Protocol support team responds with a full threaded conversation. |
| 03 — Live Support Chat | AI-powered chat available 24/7 with full knowledge of your account — your plugins, your workflows, your integrations. Escalates to a human if it can't resolve. |
Help Documentation
The knowledge base covers every feature in the CRM, from initial setup through advanced automation. Articles are written for contractors — no technical jargon. Every article links to related articles so you can go deep on any topic.
Categories
| Category | Article Count |
|---|---|
| Getting Started | 14 articles |
| Contacts & Projects | 22 articles |
| Invoices & Payments | 18 articles |
| Workflows & Automation | 31 articles |
| iPhone App | 12 articles |
| Integrations | 26 articles |
| Team & Access | 9 articles |
| Billing & Account | 11 articles |
Popular Articles
- How to set up your first workflow — Workflows & Automation · 4 min read
- Connecting Stripe for payments — Integrations · 3 min read
- Inviting your first team member — Team & Access · 2 min read
- Setting up the Digital Receptionist — Getting Started · 6 min read
- Understanding plugin dependencies — Getting Started · 5 min read
Support Tickets
When something isn't working and you can't find the answer in the docs, log a ticket. The Merchant Protocol support team handles every ticket with a full conversation thread — you can see replies, respond, attach files, and track status all from inside the CRM.
Ticket Fields
| Field | Options |
|---|---|
| Subject | One-line description of the issue |
| Category | Workflows & Automation, Integrations, etc. |
| Priority | High / Medium / Low |
| Attachments | Drag files or click to upload |
| Description | Detail what you expected, what happened, and steps to reproduce |
Ticket Statuses
- Open — logged, not yet in progress
- In Progress — being actively worked by support
- Resolved — fix confirmed by support or customer
Example Ticket Thread
Ticket #4821 — Missed call workflow not triggering after hours
Jake Morrison: My "Missed Call — After Hours" workflow isn't firing. I tested it by calling my business number at 7 PM and no SMS went out to the caller. The workflow shows as Active in the dashboard. I haven't changed anything in the last 2 weeks.
Merchant Protocol Support — Alex T.: Hi Jake — I pulled up your workflow logs and found the issue. Your "Business Hours" schedule block has the timezone set to UTC, so it thinks 7 PM EST is 11 PM UTC and is falling into the "in hours" window instead of "after hours." To resolve: open the workflow → click the Schedule node → change timezone to America/New_York. Let me know if that sorts it.
Jake Morrison: That fixed it — just tested it. Thanks for pulling the logs, I never would have found that on my own. Can you add a warning in the UI when the timezone doesn't match the account's timezone?
Merchant Protocol Support — Alex T.: Great idea — I've logged that as a product improvement request with our engineering team. You'll get a notification if it ships. Marking this ticket resolved. Feel free to reopen if anything else comes up.
Support Chat
The support chatbot knows your account. Not a generic bot with canned responses — it has access to your active plugins, your workflow configurations, your connected integrations, and your account history. When you ask why something isn't working, it already knows your setup and can give you a specific answer.
Response Times
| Channel | Response Time | Availability |
|---|---|---|
| AI Response | Instant | 24/7, no queue |
| Human Agent | < 4 hours | Business hours only, Mon–Fri 8am–6pm EST |
Context-aware answers. When you ask "why isn't my missed call workflow firing?", the AI checks your actual workflow config — your trigger settings, schedule blocks, action nodes — and tells you specifically what's wrong. Not a generic troubleshooting checklist.
Example Chat Session
User: Why isn't my missed call workflow firing?
Support AI: I pulled up your "Missed Call — After Hours" workflow. I can see a likely issue: your Schedule node has the timezone set to UTC, but your account timezone is America/Chicago (CST). This means after-hours detection is off by 6 hours — so calls at 8 PM CST are being treated as "business hours" by the workflow.
To fix it:
- Open the workflow editor
- Click the Schedule node (the clock icon)
- Change the timezone dropdown from UTC to America/Chicago
- Save and republish the workflow
Want me to make that change for you now?
User: Yes, fix it for me.
Support AI: Done. I've updated the Schedule node timezone to America/Chicago and republished the workflow. The change is live — your next after-hours missed call will trigger the SMS response correctly. I've also flagged this as a product UX issue (timezone mismatch warning) for the engineering team. If you run into anything else, just ask.
Escalation
If the AI can't resolve your issue — or if you'd rather talk to a person — it can escalate automatically:
- Create a ticket — auto-fills the ticket form with your conversation history as context
- Connect to a human agent — available during business hours; handoff includes full conversation context
- Schedule a callback — pick a time slot and a support agent calls you directly
System Status
Real-time visibility into platform health. If something feels off, check here first before logging a ticket.
Current status: All Systems Operational — 99.98% uptime (last 90 days)
The status page shows uptime for every platform component: AI Receptionist, Workflow Engine, Payment Processing, SMS Gateway, iPhone App API, Customer Portal, and the admin dashboard. Incident history is preserved for the last 12 months.
For urgent outages or critical issues affecting your business, contact support directly at support@merchantprotocol.com.