Rae (our AI assistant) is great at answering questions, but some things need a real person. Here's how to know.
Your site is down or broken: type "human please" or "urgent" and we'll prioritize it.
Billing disputes or refund requests: Andrew handles these personally. The AI won't process refunds.
Account security concerns: if you think someone accessed your account, a human needs to investigate.
Custom pricing or enterprise needs: the AI only knows standard pricing. Special arrangements go through Andrew.
Legal questions: anything about terms, liability, or contracts needs a human response.
You're frustrated: if the AI isn't helping after 2-3 tries, say "human" and we'll take over. No judgment.
In the chat widget, just say:
"Human please"
"Talk to Andrew"
"I need a real person"
"This is urgent"
Rae will hand off immediately. During US business hours, you'll typically get a response within 5 minutes. Outside business hours, within a few hours.
Answering how-to questions about building and editing your site
Explaining pricing, credits, and plans
Walking you through domain connection
Troubleshooting common errors
Pointing you to the right help article
Still stuck? Hit the chat icon — and say "human" if you want one.
