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Clarence AI Support

This page explains how to get help when you have questions or run into issues while using Clarence AI.

Clarence AI is typically deployed in partnership with your organization, so support is split into two main areas:

  • Operational support – questions about tone, policy, and how your organization wants to use Clarence AI.
  • Technical support – problems with the platform itself (errors, downtime, unexpected behaviour).

Operational support​

For "How do I…" questions related to your organization’s communication policies or tone (for example, "What should our tone be when responding to this topic?"), please contact:

  • Your internal team lead, and/or
  • Your designated Clarence AI Admin within your organization

They can help you decide:

  • When to use Normal vs Sensitive configurations
  • What should be included in the Knowledge Base
  • How to align Clarence AI responses with official communication guidelines

For more details, see the docs:

Technical support​

For "It’s broken…" issues (for example, buttons not working, pages not loading, or errors you can’t explain), contact your designated Clarence AI technical support representative using your organization’s official support channel.

Before you contact technical support, it helps to collect:

  • A short description of the problem
  • The page or section where it occurred (for example, Analytics Dashboard, AI Response Management)
  • Any visible error messages or screenshots
  • Approximate time and timezone when the issue occurred

Relevant documentation:

Security and incidents​

If you suspect a data breach, unauthorized access, or a major service outage:

  1. Immediately follow your organization’s incident response procedures.
  2. Notify your internal Admin or security lead.
  3. Contact your Clarence AI technical support representative with as much detail as possible.

For more detailed guidance, see Getting Help & Support Escalation.