Respond Flow

About the flow of handling inquiries

This page describes the flow of handling customer inquiries and focuses on the two most common types of inquiries: questions about how to use the product and problems that occur during use (such as problems with recording or running tests).

Questions about how to use the product

1. A chatbot will attempt to answer your question.
2. If the chatbot's response does not resolve the issue, the customer support team will respond to questions about how to use the product.
3. If the provided solutions do not meet your needs, we will check internally to see if there are other feasible methods.
4. If we still cannot meet your expectations, we will pass on your request to the product development team.

Questions about the results of testing

Autify’s Customer Support team will first confirm the problem and determine whether or not the scenario can be executed. We will then investigate the cause and try to find a workaround.

During this initial investigation, we will check for errors in settings, etc., and investigate whether or not the problem can be resolved by using the native functionality of Autify, or by using JavaScript snippets (JS steps)

If the problem is complex, then it will be shared with the Technical Support team who will carry out a more detailed investigation. This may include a review of the characteristics of the application being tested to understand whether the issue may relate to the application itself.