Things to know when getting in touch

Please send 1 chat message per request

• Each inquiry is handled by a different representative. If you have questions that are independent of each other, we may be able to resolve them faster if you send them in separate chat messages.
• If you have highly related issues, please send them in one message (e.g., if you suspect that tests are failing due to the same cause).
• If you have multiple inquiries and aren't sure whether to send them separately, please write to us in the way that is easiest for you.
• If you send multiple questions or investigation requests in the same chat, some information or investigation may be missed, and it may take longer to resolve the issues.

Response time

• We investigate each request in detail before responding. Therefore, the time required for investigation may vary depending on the inquiry.
• Autify Chat is not a live chat where a representative responds in real time. The chat bot will give an immediate reply to categorize the content of your inquiry. Our representative will then review the details and respond. Details on the initial response time can be found here.
• In the unlikely event that you do not hear from us within the expected initial response time, please send us another message.

Inquiries about test results

• If your inquiry (investigation request) is about a scenario that you are currently editing or planning to edit, please create a copy of the scenario.
• If there are too many steps (e.g., the step to be investigated is the 200th step or later), we may ask you to create a new scenario specifically for the investigation or decline the investigation.
• Please see this article for information on how to contact us.

If the issue is resolved

• If the issue is resolved based on the results of the investigation, if you resolved the issue yourself before receiving the results of the investigation, or if you understand the results of the investigation, we would appreciate it if you could let us know.
• On the other hand, if the problem was not resolved, please let us know.

Following these tips will help us investigate issues more efficiently. Please do not hesitate to contact support if you encounter any problems.