Before you contact support
Most questions that reach our inbox are already answered in these docs. This page routes you to the answer first, tells you who owns what (you, your developer or agency, or the Dialog team), and — when escalation is genuinely needed — tells you exactly what to send so we can fix it in one round-trip.
Find the answer first
Section titled “Find the answer first”| Your situation | Where the answer is |
|---|---|
| Not sure which install path applies to your stack | Find your install path |
| Widget doesn’t appear on the store | Dialog not visible |
| Suggestions are empty or never load | Suggestions not loading |
| Cart icon / mini-cart doesn’t refresh after add-to-cart | Add to cart issues |
| Trending topics section is empty | Trending topics not available |
| Dashboard numbers look wrong or incomplete | Tracking overview — site-level events probably aren’t wired |
| Don’t know whether you need the API, the SDK, or the React / Vue packages | Developers overview |
| Headless Shopify — what goes where | Install on Shopify → Headless |
| What GTM can and cannot do | Install via Google Tag Manager |
| Assistant answers are off-brand or inaccurate | Train Dialog and Writing good guidelines |
| Personal Shopper trigger does nothing | Personal Shopper → Quick checks |
Who fixes what
Section titled “Who fixes what”Knowing who owns a task saves you the longest round-trips of all — asking us to do something only your team can do, or debugging something we’d fix in minutes.
Self-serve — you, in the Dialog dashboard
Section titled “Self-serve — you, in the Dialog dashboard”No developer and no support ticket needed:
- Training content: document uploads, guidelines, suggested questions.
- Assistant identity and visual customization.
- Personal Shopper configuration (triggers, personas, collections, publishing).
- Reading conversation analytics and insights.
Implementation work — your developer or agency
Section titled “Implementation work — your developer or agency”This is storefront code we don’t have access to. We document the contracts; your team writes the glue:
- Embedding the SDK or the React / Vue components on a custom or headless storefront, including the
addToCart/getProductcallbacks. - GTM container setup: variables, triggers, tags, publishing.
- Refreshing your cart UI after Dialog adds a product — the
dialog:cart:updatedlistener on GTM and custom installs. - Generating and uploading the catalog JSON on custom stacks (schema).
- Resolving theme CSS conflicts that hide or misplace the widget.
- Wiring site-level tracking events (GTM bridge or SDK methods).
Dialog team — things only we can do
Section titled “Dialog team — things only we can do”These are worth an email, and we expect them:
- Shopify cart-refresh glue: if your theme’s cart UI doesn’t refresh after our standard snippet, we write the theme-specific fix — send your theme name, typically handled within 48 hours.
- Trending topics activation on account types where it isn’t automatic.
- Klaviyo API key configuration in your Dialog account.
- API beta coordination: telling us you build against the REST API so we can warn you before breaking changes.
- Genuine bugs: the
dialog:cart:updatedevent never fires, 5xx responses from the API, the widget crashes with your reproduction steps.
When you email us
Section titled “When you email us”Write to paul@askdialog.com and include all of the following — incomplete reports are the number-one cause of slow resolutions:
- Store platform and install path — Shopify app block, Shopify legacy snippet, Prestashop module, GTM, vanilla SDK, React, or Vue.
- The URL of the page where the problem happens.
- Expected vs actual — one sentence each.
- Screenshots of the issue, plus any error in the browser console (F12 → Console).
- Path-specific extras: GTM preview findings (which tags fired, variable values) on GTM installs; the request ID on API errors; your theme name on Shopify cart issues.
A report with these five items usually gets a fix or a precise answer in the first reply.
