We’ve upgraded our support experience and Help Center.
Support is now powered by Intercom Conversations
Previously, we used an internal CRM with separate chats and tickets. Going forward, we’re handling requests in Intercom Conversations & Tickets — one unified thread per issue, with clearer ownership and faster handoffs.
📝 SLA note
Good news! This change is purely about how we manage and track support requests. Your current support coverage and response-time expectations remain the same — moving to Intercom won’t reduce or delay the help you receive.
📝 Please note that previous support history from the old system is currently unavailable in the new Messenger. We’re actively working on restoring access to historical conversations through Intercom, and you will be able to access your conversations history shortly!
What this improves for you
One continuous conversation (no “chat vs. ticket” split).
Faster routing to the right team and smoother follow-ups.
Search Help Center articles directly in the messenger, before (or while) contacting us.
Get FinAI support in all of the following languages: Arabic, Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Mongolian, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swahili, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, and Vietnamese.
Get human support in conversations and tickets only in English, Spanish, and French.
Where AI helps (and where humans step in)
We’re also using Intercom’s AI capabilities to speed up answers for common questions:
AI-powered suggestions and instant answers based on published Help Center content.
If the AI answer doesn’t resolve your issue, you can still reach our team — and we’ll pick up in the same conversation thread.
FinAI and conversation-based support
FinAI is used exclusively to support customer support conversations conducted through the SignNow chatbot, Luna. When a customer sends a message in the chatbox, Luna serves as the first point of contact, handling incoming chat messages and providing automated support responses.
At any time, customers can request human assistance by sending a message such as “speak to a live agent,” “talk to support,” or similar wording.
Who you are affects the chat flow
While Luna is the default frontline support experience for most customers, higher-tier customers may be routed directly to a human support agent.
1) SignNow users (logged in)
If you’re signed in to your SignNow account, you’ll see a support flow tailored to account-related help — for example:
troubleshooting product behavior
questions about features and settings
billing/account questions (where applicable)
general “how do I…?” guidance
Depending on your plan, the flow may look slightly different — but you can always contact SignNow Support if the chatbot can’t resolve your issue.
2) Document signers (guest signers)
If you’re signing a document, you’ll be routed into a signer-specific flow. This typically helps with:
how to sign a document step-by-step
common signing issues (access, device/browser problems, completion steps)
what to do if you have questions about the document content
Important note: SignNow provides the signing platform, but we typically don’t control the document content. If your question is about what’s written in the document, requested changes, or approvals, you may need to contact the sender.
3) Visitors (not logged in / exploring)
If you’re browsing without signing in, the chat will focus on:
general product questions
where to find Help Center guidance
connecting you to support when the request requires a person
Conversations & tickets creation
All interactions with support are conversation-first by default.
Intercom conversations imply that you don’t have to keep a live chat window open to get help. You can start a conversation in messenger, then close the tab and continue the same thread later — including directly through email. If you email our support team, it also creates a conversation so your request stays in one place and your history is preserved.
Easy collaboration: you can loop in teammates on your side by CC’ing them on the email thread with support — they’ll be added as participants, so everyone stays aligned in the same conversation.
Benefits of using the messenger:
No need to stay online: message us when it’s convenient; replies come back in the same thread (and via email if you prefer).
One place for the full history: all updates and follow-ups stay tied to the same conversation.
Easier handoffs inside your team: add colleagues via CC so they can follow along and respond.
Quicker resolution: chatbot can handle common questions instantly and route complex issues to the right human support level without you re-explaining everything.
When we create a ticket from a conversation
If your request involves any of the following, SignNow Support may convert your chat conversation into a ticket so we can track progress properly:
Technical bugs (unexpected errors, broken functionality, incorrect behavior): ticket type is Dev Escalation
Cases that require investigation over time (reproduction steps, logs, coordination with engineering): ticket type is Support Requests
Product feedback that needs internal review and follow-up: ticket type is Feature Request
Reporting a technical problem
If something is broken or you’re seeing an error, the chat may ask for details like:
what you were trying to do
what happened instead
screenshots or screen recordings
device/browser
Providing these up front helps support resolve the case faster.
Escalations
If the issue can’t be resolved through guidance (or requires deeper investigation), the conversation is escalated to a support specialist. You don’t need to start over — the full context stays in the same chat thread.
Sharing product feedback
You can also use chat to share product feedback. If you include context (what you were trying to accomplish + what felt missing or confusing), it helps the team pass actionable insight to the right place.
Where to find your chat history
Intercom keeps your conversations in a single thread so you can return to them later.
If you’re logged in
You can open the chat widget and see your previous conversations and tickets there (including older messages and support replies). If you return to the same device/browser, your history is typically available in the widget.
Conversations view
Ticket view
If you’re a visitor (not logged in)
If you contact us without logging in, your chat history is typically available in the same browser on the same device where you started the conversation.
You may not see previous messages if you:
switched browsers/devices (e.g., Chrome → Safari, desktop → mobile)
used a private/incognito window
cleared cookies/site data
have strict tracking/cookie settings enabled
If your previous chat isn’t visible, just start a new conversation and mention any details you remember (topic, date/time, email used, document link if applicable) — support can still help.
📝 Tickets history is accessible in the ticket portal and messenger widget, while chats history is visible through the messenger.
Tickets & the ticket portal (important)
Ticket creation is disabled by default.
The customer ticket portal is also disabled by default.
Ticketing can be enabled only for a limited number of corporate customers, upon request, when they need ticket-style tracking and history for longer-running cases.
If your organization needs ticketing enabled, your workspace admin can request it through SignNow Support.
Reopening a closed conversation
If your conversation was marked as closed after 12 hours of inactivity, you can still reopen it and reply for up to 3 days after it’s been closed.
After 3 days, you can’t reply in the same closed thread. If you still need help, simply start a new conversation — our team can continue from there.
Tickets: follow-ups and auto-closure
If your conversation is converted into a ticket (for example, for a bug investigation or a longer-running case), we may follow up if we’re missing details needed to proceed.
We’ll send up to two follow-up messages if we don’t hear back.
If there’s no reply, we’ll close the ticket within 24 hours:
12 hours after the first follow-up, and
12 hours after the second follow-up.
If your ticket closes and you still need help, you can reach out again anytime — we’ll pick it back up based on the context you provide.