Skip to content
AthenAI AthenAI Help Center

Contact AthenAI support

AthenAI’s primary support is the in-app AI cofounder chat — available 24/7 across every tier, including Free. Most questions resolve in seconds. For human escalation: support@athenaigrowth.com (response within 1 business day). Scale-tier customers get optional priority human escalation per their contract.

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

TL;DR

Section titled “TL;DR”
  • First stop: in-product chat with your AI cofounder — 24/7, every tier including Free. Most questions resolve in seconds.
  • Human escalation: support@athenaigrowth.com — response within 1 business day. Use this for billing, manual workflow halts, account closure, brand-fork operator review, security questions, anything urgent.
  • Scale tier: optional priority human escalation per your contract (the Dedicated CEO support (2hr SLA) line item).
  • 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.

When to use the AI cofounder vs email

Section titled “When to use the AI cofounder vs email”

The AI cofounder (in-product chat) is fast and always-on. Use it for:

  • “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?”

It has access to your account, so it can give you specific answers (your tier, your workflows, your audit log, your data). It cannot — and won’t try to — do these things:

  • Cancel your subscription.
  • Refund a charge.
  • Manually halt a workflow that’s currently running.
  • Override a tier feature gate.
  • Flip your account into shadow mode.
  • Resolve a payment dispute.

For all of those, email support — humans handle them.

When to email support

Section titled “When to email support”

Email support@athenaigrowth.com when:

  • Billing. Card declined, charged wrong amount, want to cancel, want to upgrade with a custom payment method, dispute resolution.
  • Workflow misfire. Something fired that shouldn’t have, you need it halted now, you need a side-effect reverted (CRM mutation, content publish, GHL write).
  • Brand-fork operator review. Your brand-fork extraction came back low-confidence and is in the operator queue — you can email if you want it expedited or want to provide additional context.
  • Custom domain stuck. DNS verified but SSL didn’t provision; site won’t load on the custom domain after 24 hours; want to move a domain between tenants.
  • Data export / deletion. Want a CSV export of your CRM, want a full account export package, want a GDPR-style hard delete.
  • Security. Suspicious activity, lost 2FA device (when 2FA ships), password reset that isn’t working, anything that smells like an account-takeover.
  • Anything urgent. “Production is on fire, fix it now.” Scale and Custom tiers can request priority human escalation per their contract.

What to include in a support ticket

Section titled “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

Section titled “What to expect when you escalate”

The in-app AI cofounder chat is the default support channel for every tier, including Free. It runs 24/7, has access to your account context (your tier, your workflows, your audit log, your CRM data), and resolves most questions in seconds. We invest a lot in keeping it sharp — it’s how we deliver the same quality of support to a Free customer as to a Scale customer.

For anything the cofounder can’t or shouldn’t do (cancel a subscription, refund a charge, manually halt a running workflow, override a tier feature gate, resolve a security incident), email support@athenaigrowth.com. Response time on email escalation is within 1 business day across every tier. Most resolve same-day during business hours.

Scale-tier customers can request priority human escalation as part of their contract — the Dedicated CEO support (2hr SLA) line item. Custom-tier contracts negotiate response times bespoke.

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 in the email subject — we triage urgency.

Status / outage communication

Section titled “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

Section titled “What we don’t do via support”
  • We don’t accept feature requests via email. Tell your AI cofounder in chat — we read those, and the volume signal shapes what we build next. (Email feature requests are fine, but they go to the same prioritization queue.)
  • 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 help center plus chat is the support model.
  • We don’t take phone calls. Email or chat. (We can schedule a video call for genuinely complex issues, but the default is async-text.)

When a support ticket should escalate

Section titled “When a support ticket should escalate”

Most tickets resolve in the first round. If yours doesn’t:

  1. Reply to the same email thread — don’t open a new ticket. Threading helps us track the back-and-forth.
  2. If you’ve gone three rounds and we’re not converging, ask for “CEO escalation” in the email subject. (Growth+ feature; on Scale and above it’s a guaranteed escalation path.)
  3. For Custom contracts, your dedicated PM is the escalation path; they have direct access to product and engineering.

Help center, GitHub, community

Section titled “Help center, GitHub, community”

A few self-serve resources:

  • The help center — what you’re reading now. If something’s missing, tell us in chat — 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 public Discord or Slack today. (We may open one later this year.) For now, the AI cofounder in your dashboard is the closest thing to a real-time channel.
Section titled “Related”

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