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Support · Built In
Stuck? Get help without leaving your workspace.
A direct line to AWRA support and a feedback channel, right inside the product you run all day. Send a message, watch the reply land in the same thread, and never dig through a separate portal or your inbox to find the conversation again.
In-app chat · Feedback & inquiries · Threaded replies · Unread badge · Delivered over email
Hi — our M-Pesa payments aren't matching on the sales ledger since this morning.You · 09:41
Thanks for flagging it. We can see your thread and a reconciliation retry is running now — you'll get an email the moment it clears.AWRA Support · 09:44
Reply delivered to your inbox
Cleared on our side. Thank you!You · 09:58
Message support…
Chat with us 1
0 tabsreach support from inside the app you're already in
1 threadyour question and every reply, kept together
Unread badgeknow the instant support has replied
Over emailevery message reliably delivered and answered
Why in-app
The best time to ask for help is the moment you're stuck.
Support that lives somewhere else quietly punishes people for needing it. You hit a snag, then you have to leave what you were doing, find the right email address or portal, re-explain your context from scratch, and hope the reply doesn't get buried in an inbox you've already closed. Most questions never get asked at all — not because they don't matter, but because asking is too much friction.
AWRA puts the conversation where the work is. A message to support is a click away from wherever you are in the product, your thread stays attached to your account, and the reply comes back to the same place with a badge so you actually notice it. Getting unstuck stops being a project.
One box, three reasons to write
Ask, suggest, or simply tell us.
Every message is captured by type, so a bug report, a bright idea and a general question each go where they belong.
Support chat
Something not behaving? Start a chat thread and get it sorted, with the full back-and-forth kept in one place for reference.
Feedback
Tell us what's working and what isn't. Feedback is captured separately so the product team hears it clearly.
General inquiry
A question that isn't quite a fault report? Send an inquiry and we'll point you in the right direction.
What happens after you hit send
From your message to a resolved thread.
1
You send
Type your message in the sidebar or the Messages page and send. It's saved to your account thread instantly.
2
Support is notified
Your message is delivered to the AWRA support team over email, with your account context attached so nothing is lost.
3
The reply comes back
Support responds, the reply lands in the same thread, and an unread badge appears in your sidebar so you notice it.
4
Resolved — or reopened
Once it's handled the conversation is marked resolved, and it can be reopened any time the topic comes back.
Reliable by design
In-app to write. Email to deliver.
The chat is the friendly front door; email is the dependable rail behind it. You get the convenience of writing in-context without giving up the reliability and paper trail of email.
- Nothing gets missed — every message and reply is delivered by email, so it survives even if a browser tab is long gone.
- A real trail — the thread is logged against your account, giving both sides a clear record of what was asked and answered.
- You reply your way — respond from inside the app or straight from the email; both land back on the same thread.
- An unread badge — the dashboard sidebar shows a count the moment a reply arrives, and clears it once you've read it.
ThreadM-Pesa reconciliation
FromYour workspace
StatusResolved
In-app Email Same thread
What's built in
Small feature, thoughtful details.
Threaded conversations
Your message and every reply are grouped into one thread with timestamps, so the whole exchange reads top to bottom.
Unread badge
A live count in the dashboard sidebar tells you when support has replied, and clears itself the moment you open the chat.
Sidebar & full page
Fire off a quick message from the slide-in sidebar, or open the full Messages page to review your history.
Resolved & reopen
Conversations are marked resolved when handled and can be reopened later, so a thread's status always reflects reality.
Feedback channel
Beyond support questions, a dedicated feedback type routes your product suggestions to the right ears.
Email-backed delivery
Messages and replies are sent by email in the background, so the app never stalls and nothing is silently dropped.
Permission-gated
Access to messaging is controlled by a support permission, so you decide which users can raise support threads.
Scoped to you
Every thread is isolated to your own organisation's data — your conversations are yours alone.
History kept
Past threads and feedback stay on record, so a recurring question doesn't start from a blank page each time.
Closer to the work Visit the Help Center
A conversation, not a ticket queue.
Because the chat is part of the product, the people you're talking to already have the context that a cold support email would make you spell out. You're not opening a faceless ticket into the void — you're continuing a conversation attached to your account.
And because the reply comes back with a badge instead of vanishing into an inbox, the loop actually closes. You ask, you're answered, you see it, and the thread is marked done.
Clear scope
A line to us — not a team messenger.
In-app support chat is a direct channel between your organisation and AWRA support, plus a feedback line — all delivered over email. It's deliberately focused on getting you help: it isn't a peer-to-peer messenger between your own staff, and it doesn't try to be a real-time chat app with file drops, reactions or presence. For self-serve answers it sits alongside the Help Center, Documentation and FAQ; for team collaboration around records, that lives in the modules themselves.
More ways to get answers
Chat is one door. Here are the others.
Sometimes the fastest answer is one you find yourself. AWRA gives you both.
Questions, answered
In-app support chat FAQ.
What is in-app support chat?
A support channel built into the product. From inside your workspace you can message the AWRA support team, send feedback, or ask a general inquiry, and follow the threaded reply — without switching to a separate portal or email client.
How do replies reach me?
Each message is delivered to support over email, and replies come back into the same thread. You also get an unread badge in your dashboard sidebar the moment support responds, which clears when you open the chat.
Can I send feedback, not just support questions?
Yes. Alongside support chat there's a dedicated feedback channel and a general inquiry option, each captured as its own type so it reaches the right place.
Is this chat between my own team members?
No — it's a direct line between your organisation and AWRA support, not a peer-to-peer messenger for your staff. It's built to get you help and let you send feedback quickly.
Do conversations ever get closed?
Yes. Support marks a conversation resolved once it's handled, and can reopen it if the topic returns, so each thread reflects its real state.
Who in my organisation can use it?
Access is controlled by a support permission, so you decide which users can raise and view support threads. Every thread is scoped strictly to your own organisation's data.
Helps when you need it
Never get stuck alone in the middle of your work.
Reach AWRA support and share feedback from right inside your workspace — one thread, an unread badge, and every word delivered over email.