Contact TeloStack Global

What to include in your first message

Support requests move much faster when the first message contains the details we would otherwise have to ask for. For a technical question, include:

• Your store domain and platform (Shopify, WooCommerce, Shoplazza, headless).
• The markets you sell into and the languages your buyers actually use.
• Current channels — website chat, Telegram, or H5 direct links.
• Team size and how many agents need seats.
• What you have already tried, if you are migrating from another live chat vendor.

Response times

• Telegram: usually within minutes; always within a few hours.
• Demo requests: scheduled within one business day, including a walkthrough on your own storefront where possible.
• Migration questions: we will tell you honestly if your current setup should stay where it is.
• Incidents: existing customers should report through the dashboard so the thread is attached to your account and alerting fires immediately.

Editorial corrections

If you find an error in one of our guides, tell us which article and which claim. Corrections that improve accuracy are published in place, with the update date changed. Read more about our review process on the about page.

Before you write

Several common questions already have detailed answers, so check these first — they are usually faster than waiting for a reply:

• Pricing and seat plans, including what is included per tier.
• How the Shopify installation works end to end.
• How multilingual coverage and translation quality are handled.
• What to do when chat is blocked or unreachable in a market.