Overview
If you run into an issue or have a question, BombBomb Support is available through live chat, an AI support agent, and email. Which options you have access to depends on your plan.
Who this applies to: All users
Plan requirement: Core, Core + Copilot, Enterprise
What Support Looks Like by Plan
| Core | Core + Copilot | Enterprise | |
|---|---|---|---|
| Knowledge Base & on-demand training | ✓ | ✓ | ✓ |
| Email support | ✓ | ✓ | ✓ |
| AI-agent chat (BotBot) | ✓ | ✓ | ✓ |
| Guided setup (teams of 10+) | ✓ | ✓ | ✓ |
| Live-agent chat | — | ✓ | ✓ |
| Book a support session | — | ✓ | ✓ |
| Premium onboarding (teams of 10+) | — | ✓ | ✓ |
| Enterprise onboarding (teams of 10+) | — | — | ✓ |
| Dedicated customer success manager | — | — | ✓ |
Live Agent Chat hours: Mon–Fri, 9 AM–5 PM MT
Email response goal: Within one to two business days (most tickets receive a reply within a few hours)
Option 1: Chat with Us (In-App)
The fastest way to get help is directly inside BombBomb Engage.
- Click the Chat with Us button in the bottom-left corner of the screen.
- Type your question or describe your issue.
From here, what happens depends on your plan and the time of day:
- Core + Copilot and Enterprise users during business hours will be connected to a live support agent.
- Core users, or anyone reaching out outside of business hours, will be connected to BotBot — BombBomb's AI support agent. BotBot is trained on the full BombBomb Knowledge Base and can answer a wide range of questions immediately. If BotBot can't resolve your issue, it will escalate your message to the support team and create a ticket on your behalf.
Option 2: Search the Knowledge Base
Before submitting a ticket, it's worth checking the Knowledge Base — most common questions are answered there instantly.
Go to support.bombbomb.com and use the search bar to find articles by keyword or topic.
Option 3: Submit a Support Request
If you're not logged into BombBomb or prefer to submit a request directly:
- Go to support.bombbomb.com/hc/en-us/requests/new.
- Enter your email address, select your issue type, and describe your question or problem.
- Submit the form — you'll receive a confirmation email and our team will follow up during business hours.
You can reply directly to any support email to continue the conversation. If you don't see a reply, check your spam or promotions folder.
Frequently Asked Questions
Can I talk to a live person?
Live Agent Chat is available to Core + Copilot and Enterprise users during business hours (Mon–Fri, 9 AM–5 PM MT). Core users have access to BotBot and email support.
What if I contact support outside of business hours?
BotBot is available 24/7 and can resolve many issues on the spot. If your issue needs a human, BotBot will create a support ticket and our team will follow up the next business day.
How long does email support take?
Our goal is to respond within one to two business days. Most tickets receive a reply within a few hours.
How do I book a support session?
Core + Copilot and Enterprise users can book a support session by submitting a support request at support.bombbomb.com/hc/en-us/requests/new.
What's the best way to get a fast answer?
Start with the Chat with Us button in the app — it captures your account context automatically, which helps us resolve issues faster. If you're on Core + Copilot or Enterprise and it's during business hours, you'll reach a live agent immediately.