Customer support

If you need help with the Chatway API, webhooks, or your integration, visit our Help Center.

You can also contact the Chatway support team directly through live chat on the Help Center or Chatway website. Our team can help with API errors, authentication, webhook setup, unexpected responses, and other integration questions.

Before you write

Most issues resolve faster after a quick pass through the docs. Check the pages most relevant to your problem:

If your question is still unanswered, gather the details below and contact our support team through live chat at chatway.app/help.

What to include

Support can diagnose issues faster when you send:

• UTC timestamp of the request, or a tight time window if you ran a batch.
• HTTP method and path, for example POST /contacts/initialize.
• Response status and message, including the HTTP status code and any error body returned. For 422 responses, include the full errors object.
• Account context, such as the workspace the API key belongs to, if safe to share.
• What you expected vs. what happened: usually one or two sentences is enough.

No trace ID. Error responses do not currently include a request or trace ID. Send the UTC timestamp, method, path, and response body instead.

Redact secrets. Never share a full API key in live chat, screenshots, emails, support requests, or public threads.

Before sharing a request or response, also remove customer message text and personal details that are unrelated to the issue. A minimal example using synthetic contact details is usually easier to investigate. Keep the method, path, UTC time, status and relevant validation errors so support can identify the failing request.