Getting support: the assistant, a human, and what happens to your message

Settings > Support (Help & support) is the in-app path. It leads with a chat assistant, not a form, because most questions are answerable immediately from your own account's real data or from Vibel's own feature index.

The assistant can discuss exactly two things: your own brand's business data, read live through the same tools the rest of Vibel uses, and how to use a Vibel feature that is actually live today. It never estimates a number; every figure it states came from a real read this turn, and a missing value is reported as unknown or not connected, never as a good-looking zero.

It cannot change anything: no settings, no ad-platform budgets or bids, nothing. It also never describes how Vibel is built internally, never discusses another brand, and never names a competitor.

If the assistant cannot answer, or you ask for a person directly, it files a support ticket itself rather than leaving you to find a form. The same escalation also sits as a plain disclosure, 'Can't find an answer? Send a message to the team', right below the chat for anyone who would rather skip the assistant entirely.

Every ticket reaches the support inbox by email and triggers a push alert to staff. Accounts the ticket priority logic recognises as higher-stakes (plan, revenue, store count) are tagged for faster handling automatically; this is computed server-side from your account's own real numbers each time, never accepted as a claim from the conversation, so it cannot be spoofed.

Below the chat, 'Your requests' lists every ticket you have filed with its status, and opens into a live reply thread, no separate email thread to keep track of.