Include the minimum useful context

Contact kontakt@shopflare.ai from your account email where possible. Explain what you expected, what happened, and whether customers are affected.

  • The affected workspace, module, and public page URL.
  • The widget or conversation reference, if shown.
  • The approximate time and time zone.
  • Browser and device, plus clear reproduction steps.
  • A redacted screenshot or the visible error and request reference.

Keep sensitive information out

Never send passwords, private keys, session cookies, full payment details, or private prompts. Redact customer messages and contact information that are not needed to investigate. If more sensitive evidence is required, agree on a secure transfer method first.

Describe urgency accurately

Distinguish a failed live customer experience from a preview issue or a request for a new feature. Do not assume this guide promises a particular response time or service-level agreement; those depend on your current agreement.