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We prioritize keeping Reddy working smoothly, but issues happen. When they do, we’re committed to resolving them quickly. The fastest path to a fix depends on the time of day, so start here.

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Communications Channels

8:00a to 6:00p Pacific Time

Reach out to Reddy through your established communication channel (Slack, Microsoft Teams, or email).

Outside PT business hours

Use Get Help > Get live support inside Reddy. It reaches Reddy’s globally distributed team, so you’re more likely to get a response before PT business hours.
Not urgent? Use Get Help > Report a bug at any time. It captures technical details (browser, operating system, page) automatically and lands directly with our support team for investigation.

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Get Help in Reddy

Every Reddy user has a Get Help button at the bottom of the left navigation panel. It is available on the manager dashboard and the agent dashboard, and on mobile.
Get Help button at the bottom of the Reddy navigation panel
Clicking it opens a menu with two options:
Get Help menu showing Report a bug and Get live support

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Chat with the Reddy Team

Use live support for urgent issues, or whenever you need help outside PT business hours.
1

Open Get Help

Click Get Help at the bottom of your navigation panel.
2

Choose Get live support

Select Get live support. A chat window opens in the bottom-right corner of your screen.
Live support chat window
3

Describe the issue and attach files

Type your message with as much detail as possible:
  • When the issue occurred
  • What you were trying to do
  • What actually happened
  • Where in Reddy (page or feature)
  • Any error messages you saw
Attach screenshots, videos, or screen recordings if you have them.
Your chat history persists. Close and reopen the chat any time until your issue is marked resolved.
4

Work with the team

A Reddy team member will work with you until your issue is resolved. If escalation is needed, we’ll create a separate ticket for tracking.
When you close the chat window, the chat icon hides again. Reopen it any time through Get Help > Get live support.

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Reporting Issues During a Simulation or Live Call

Agents can also report a problem without leaving a training simulation or a live call. These reports go to the same support team.

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Try These First

Before reporting an issue, try these common fixes:
The most common issue, but usually a quick fix! If your microphone fails the check before starting a simulation, try these steps:
  • Check browser microphone permissions
  • Test microphone in system settings
  • Try a different browser
  • Restart your computer
View full troubleshooting guide
If you’re experiencing loading problems, glitches, or errors:
  • Refresh the page - Often resolves temporary issues
  • Clear cache and cookies - Clear Chrome cookies
  • Try incognito/private window - Opens a fresh browser without extensions
  • Update your browser - Ensure you’re on the latest version
  • Try a different browser - Switch to Chrome, Firefox, or Safari
  • Try a different device - Test if the issue persists elsewhere

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Report an Issue

Still having a problem? Use the Report an Issue button in the panel you are working in.
Report an Issue button in agent interface
1

Click Report an Issue

Click “Report an Issue” at the bottom of your training simulation panel.
2

Select Issue Type

Choose from:
  • The AI is responding incorrectly
  • The AI is not responding
  • I’m having another issue
Training simulation issue options
3

Describe & Submit (If Other)

If you selected “I’m having another issue,” a form opens on the bottom right. Describe the issue with as much clarity as possible:
  • What issue did you run into?
  • What did you expect to happen?
Click “Send Bug Report” to submit.
1

Click Report an Issue

Click “Report an Issue” at the bottom of your live assist transcript panel.
2

Select Issue Type

Choose from:
  • The transcript isn’t showing up
  • The call already ended
  • I’m having another issue
Live assist issue options
3

Describe & Submit (If Other)

If you selected “I’m having another issue,” a form opens on the bottom right. Describe the issue with as much clarity as possible:
  • What issue did you run into?
  • What did you expect to happen?
Click “Send Bug Report” to submit.

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Additional Resources

Your Communication Channel

For critical business issues during PT business hours, reach out to Reddy directly through your established Slack, Microsoft Teams, or email channel.

Product Requests

Submit feature requests and enhancement ideas through the Reddy ticketing system.

Reddy Status Page

Check real-time status and uptime for Reddy services and scheduled maintenance.

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FAQ

Reddy’s team is distributed around the world, and the live chat is routed to whoever is online. Outside PT business hours it is the fastest way to reach a person.
Pick one based on the time of day. During PT business hours, your established communication channel is the right first stop. Outside those hours, use the live chat and the team will loop in the right people.
That is expected. The chat icon only appears after you choose Get Help > Get live support, and hides again when you close the chat.
Straight to the Reddy support team, together with the page you were on, your browser, and your operating system. If we need more information we will follow up with you.