In-app chat
Signed-in users on Team and Scale can open chat directly from the workspace — our team can already see the engagement you’re asking about.
Real answers from people who know the product
Signed-in users get in-app chat; everyone can send a support request here. Response targets scale with plan, and Scale adds a named success manager.
Support here means someone who has used the review queue answering a question about the review queue — not a ticket triaged through three layers before it reaches a person who knows the product. Every channel below reaches the same small team; which one you use is mostly a question of how fast you need an answer and whether you’re already signed in.
Tell us what happened
Include the client or engagement, what you expected, what happened instead and any exact error text.
Written requests
Use the support form above any time. Sales questions can still start from the contact page.
Support hours
Monday–Friday, 8am–8pm ET for chat and email. Requests outside those hours are queued and answered at the start of the next business day.
Priority queuing
Team and Scale are routed ahead of the general queue; see the response targets below for what that means in hours, not just in priority.
What to expect, by plan
These are targets for a first reply, not a guarantee that every issue resolves within the window.
- WorkspaceOne business day, by email — no live chat queue on this plan.
- TeamSame business day for chat and email, during support hours.
- ScaleFour business hours, plus a dedicated success manager for anything that needs a standing relationship rather than a one-off reply.
Plans can be changed at any time from within the workspace, and the new response target applies starting with the next request, not retroactively to one already in progress.
What to include so we don’t have to ask
None of this is required to write in, but each item saves a round trip. A request with the client name and a screenshot usually gets a useful answer on the first reply; a request with only "it’s broken" usually needs a follow-up question before anyone can look at it.
- Which client or engagement is affected, if the issue is specific to one
- What you expected to happen, and what actually happened instead
- A screenshot or the exact error text, if one appeared on screen
- Your plan (Workspace, Team or Scale) — some questions are plan-specific
- Roughly when it happened — useful for anything tied to a specific upload or review action rather than a general question
Help center and status
Most how-to questions are answered faster in the help center than by waiting on a reply. Common topics:
- Getting started & first client setup
- Onboarding templates & requirement lists
- Monthly document collection
- Review queue: accept, correct, waive
- Integrations (QuickBooks, Xero, Drive, Slack and more)
- Billing, plans & limits
A few requests that route differently
Escalation
If a reply hasn’t arrived within your plan’s target, reply to the same thread asking for escalation. Scale customers can also loop in their success manager directly.
Billing questions
Plan changes, invoices and payment issues go to hello@cohesio.ai — no separate billing address to remember.
Security reports
Found a vulnerability rather than a bug? Send it to security@cohesio.ai instead — see the trust & security page for how we handle a report.
The status page is the fastest way to check whether a slowdown is on our side before writing in at all — subscribe there if you’d rather be told about an incident than have to ask.
Not a customer yet?
Start your free 7-day trial, or book a walkthrough if you’d rather talk it through first.