Contact AthenAI support

AthenAI’s primary support is the in-product chat operator — same operator on every tier, including Free. It handles support requests immediately and has access to your tenant context (tier, workflows, audit log, CRM, billing state). When the operator decides something needs Todd’s review, it escalates — and the escalation routing is what differs by tier (P3 batched daily up to P0 within 1 hour + direct Telegram ping). See pricing-and-tiers for the per-tier escalation table.

This article covers when to use chat vs email, what to include when you escalate to a human, and what to expect.

TL;DR

• First stop — and usually the only stop: the in-product chat operator. Same operator on every tier (Free included). It’s 24/7, immediate, and resolves the vast majority of requests directly.
• If the operator can’t resolve it itself, it escalates to Todd. How fast Todd sees that escalation depends on your tier:
  • Free / Solo: P3 — batched into Todd’s daily morning brief (max 24h)
  • Growth: P2 — same-day (max 8 business hours)
  • Scale: P1 — within 2 hours
  • Custom: P0 — within 1 hour, plus a direct Telegram ping to Todd
• Account ops (billing/cancellation/data export/GDPR delete) — ask the operator. If a human needs to be in the loop, the operator escalates and we email you back from support@athenaigrowth.com on the way out.
• Self-serve: the help center covers most of what people ask. If you can’t find something, that’s a help-center bug — mention it in chat.

How the chat operator handles support

The operator handles support directly across every tier — it has access to your tenant context (tier, workflows, audit log, CRM, billing state) and most requests resolve immediately. Use it for anything support-shaped:

• “How do I do X in AthenAI?”
• “What does this workflow do?”
• “Why is my audit showing this number?”
• “Help me draft an email to a hot lead.”
• “Why did my workflow run with these inputs?”
• “My card was charged wrong — can you fix this?”
• “Cancel my subscription.”
• “Halt this workflow that’s misfiring right now.”
• “Refund the last invoice.”
• “Export my CRM.”

For account-ops requests that need a human in the loop (refunds, subscription mutations, manual workflow halts, GDPR-style hard deletes, security incidents, brand-fork operator review), the operator flags them as escalations. You don’t need to know whether something is “chat-resolvable” or “human-escalation” — the operator decides and routes for you.

Per-tier escalation routing

When the operator escalates, here’s where it goes and how fast Todd sees it:

Tier	Priority	Cadence	Max time to Todd	Direct Telegram ping
Free	P3	Batched daily	24h (next morning brief)	No
Solo	P3	Batched daily	24h	No
Growth	P2	Same-day	8 business hours	No
Scale	P1	Immediate	2 hours	No
Custom	P0	Immediate	1 hour	Yes

If you’re on Free or Solo and your issue is genuinely time-critical (production is on fire, a workflow misfired and you need it halted now), tell the operator explicitly — it will flag the escalation as urgent and bump its priority bucket regardless of your tier.

What to include in a support ticket

The faster we can get to a fix, the better. Include:

1. What you were trying to do. Plain English. “I tried to cancel my subscription,” not “billing issue.”
2. What actually happened. Screenshots help.
3. Your account email. So we can find your tenant without asking.
4. A timestamp. “Around 3pm PT today” is fine.
5. Audit-log entry ID (if applicable). Settings → Activity → click the entry → copy the ID.
6. What you’ve tried. Saves us suggesting things you’ve already done.

For workflow misfires specifically:

• The workflow name that fired.
• The run ID (Settings → Workflows → Run history → the misfire row).
• What it did (sent an email, charged a card, mutated a contact) and what you want reverted.

What to expect when you escalate

The in-product chat operator is the default support layer for every tier, including Free. It runs 24/7, has access to your account context (your tier, your workflows, your audit log, your CRM, your billing state), and resolves the vast majority of requests directly — including the things historically routed through email (cancellations, refunds, workflow halts, exports, GDPR-style deletes).

When the operator decides something needs Todd’s review, it escalates. What differs by tier is how fast that escalation reaches Todd:

• Free / Solo: P3 — batched into Todd’s daily morning brief (max 24 hours)
• Growth: P2 — same-day (max 8 business hours)
• Scale: P1 — within 2 hours
• Custom: P0 — within 1 hour, plus a direct Telegram ping to Todd alongside the queue entry

If you’re on Free or Solo and your issue is genuinely time-critical (production is on fire, a workflow misfired and you need it halted now), say that to the operator — it will flag the escalation as urgent and bump the priority bucket regardless of tier.

Urgent or not, you’ll usually see resolution at the operator round and never need to wait for an escalation to come back. The tier-routing matrix above is the worst case, not the typical case.

(Some account-ops mechanics still surface a courtesy email from support@athenaigrowth.com on the way out — e.g. cancellation confirmations, GDPR delete receipts, exported data deliveries. That email is a confirmation channel only; the support conversation itself happens through the operator.)

Status / outage communication

We don’t yet run a public status page. When the platform has an issue (Cloudflare degradation, Stripe webhook lag, GoHighLevel API outage), the channels are:

• In-product banner at the top of the dashboard, when the platform itself is degraded.
• Email to affected customers for incidents that affect specific tenants (e.g., if your GHL sub-account had a sync failure).
• support@athenaigrowth.com is also the place to write in if something is broken and you want to know if it’s just you.

A public status page is on the roadmap. Until then, “is this just me?” is a fine support email.

What we don’t do via support

• We don’t accept feature requests as a separate channel. Tell the operator in chat — we read those, and the volume signal shapes what we build next.
• We don’t do training calls on Solo or Growth. We do offer them on Scale (quarterly strategy reviews) and Custom (dedicated PM). For Solo/Growth, the operator is the support model.
• We don’t take phone calls by default. Operator chat is the path. (We can schedule a video call for genuinely complex issues on Scale+ or Custom; the operator routes those requests.)
• We don’t run separate per-tier human channels — no email-support tier, no community forum tier, no per-tier Slack channel by default. The operator handles support directly, and tier differentiation is how fast its escalations reach Todd.

When an escalation should re-escalate

Most requests resolve at the operator round. If the operator escalates to Todd and you still aren’t converging:

1. Stay in the same chat thread — the operator threads the context, including Todd’s previous responses, so re-asking in a fresh chat loses the history.
2. Ask the operator to re-escalate with the words “please re-escalate” — it’ll bump the priority bucket one level up (P3 → P2 → P1 → P0) and tag the ticket so Todd sees the second-round flag.
3. For Custom contracts, your dedicated PM is the additional escalation lane and has direct access to product and engineering.

Help center, GitHub, community

A few self-serve resources:

• The help center — what you’re reading now. If something’s missing, tell the operator — that’s how new articles get prioritized.
• GitHub: github.com/todd399/athenai — repo. Open an issue if you’ve found a bug; star it if you like the project. (Note: AthenAI itself is closed-source, but issue triage is done in the open.)
• Community: there’s no separate community channel by default. The operator is your real-time support layer; if you specifically want a community of other AthenAI users, tell the operator — we read the volume signal.

Related

• /help/troubleshooting/ — try this before emailing if your issue is one of the common ones
• /help/account/billing/ — billing-specific issues
• /help/account/approvals-and-control/ — what to do if a workflow fired wrong
• /help/account/pricing-and-tiers/ — what each tier includes

[IMG-CONTACT: phone screenshot of the in-product chat with the AI cofounder. Product surface.]