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Support channels available from our team

Support Assistant inside Tess


This is the most used channel by users. Support is provided by a highly trained AI assistant, available 24 hours a day, 7 days a week, in any language.It was prepared to answer questions about using the Tess AI platform, agent configuration, integrations, plans and features, common usage issues, and other topics.
How to access the Chat? Log in to Tess AI, in the bottom-right corner of the screen, open the chat. Click “Talk to Support”, send your question in natural language, and wait for the AI to assist you!

Support Email (Human Support)


This is the channel for cases that require more detailed human analysis: investigations, complex questions, account context, usage history, etc. The address is: support@tess.im.Support is available on business days, from 9:30 AM to 6:00 PM (Brasília time). Each plan has its own response SLA, but in general our team is very responsive and replies to all users within a few hours or up to 1 business day.
What to include in the email? To speed up your request, include whenever possible:
  • A clear description of the question or issue
  • Screenshots or videos showing what is happening
  • The workspace name and, if applicable, the agent involved
  • Step-by-step instructions to reproduce the error
  • Approximate date and time when the issue occurred

Sales Team Email (Human Support)


This is the direct channel with the sales team, for conversations about Tess AI commercial demonstrations, pricing and plan information for contracts, commercial proposals, or other contracting questions.They are available at: sales@tess.im and are available during the same business hours as support: business days, from 9:30 AM to 6:00 PM (Brasília time).
Need help? Don’t hesitate to contact us through whichever channel makes the most sense for you.