# Help Center

Use the Help Center to get answers, check platform health, and reach the right support channel.

### How to get support

Use this order to get help faster.

{% stepper %}
{% step %}

### Check the scope

If multiple users, accounts, or clients are affected, start with [Platform Status](https://status.kauneonga.com/).

If one user, workflow, or account is affected, use the support resources below.
{% endstep %}

{% step %}

### Use the right resource

Start with [Troubleshooting](/docs/help-center/troubleshooting/overview.md) for active issues and known issue patterns.

Use [IT Best Practices](/docs/help-center/it/it-best-practices.md) for browser, device, and network checks.
{% endstep %}

{% step %}

### Contact support

If you still need help, choose the support channel that matches the issue and urgency.

Include the affected user, client, workflow, timestamps, errors, and screenshots when available.
{% endstep %}
{% endstepper %}

### Self-service resources

Use the resource that matches the question you need to answer.

#### Start with troubleshooting

{% columns %}
{% column %}
{% hint style="info" %}
**🛠️** [**Troubleshooting**](/docs/help-center/troubleshooting/overview.md)

Start with issue-specific checks across voice, messaging, routing, sessions, and browsers.

**Best for**

* Active issues
* First-line diagnosis
* Pre-escalation checks
  {% endhint %}
  {% endcolumn %}

{% column %}
{% hint style="info" %}
**💻** [**IT Best Practices**](/docs/help-center/it/it-best-practices.md)

Review browser, device, network, and workstation guidance.

**Best for**

* Go-live prep
* Workstation setup
* Stability checks
  {% endhint %}
  {% endcolumn %}
  {% endcolumns %}

#### Browse troubleshooting topics

Use the topic that best matches the symptom.

* [Session and status issues](/docs/help-center/troubleshooting/overview/session-and-status-issues.md) — availability changes, registration issues, and refresh behavior
* [Voice and call handling](/docs/help-center/troubleshooting/overview/voice-and-call-handling.md) — inbound DID issues, outbound dialing, extensions, and recording behavior
* [Dispatching, SMS Replies, and Recalls](/docs/help-center/troubleshooting/overview/dispatching-sms-replies-and-recalls.md) — replies, duplicate SMS, dispatch order, and recalls
* [Message delivery issues](/docs/help-center/troubleshooting/overview/message-delivery-issues.md) — clients not receiving SMS or email
* [Skills and routing](/docs/help-center/troubleshooting/overview/skills-and-routing.md) — skill assignment, coverage, and routing design
* [Network and browser checks](/docs/help-center/troubleshooting/overview/network-and-browser-checks.md) — Chrome, workstation, and connection validation

#### Check platform health and product updates

{% columns %}
{% column %}
{% hint style="info" %}
**📈** [**Platform Status**](https://status.kauneonga.com/)

Review live status, maintenance notices, and incidents.

**Best for**

* Broad service impact
* Outages
* Live updates
  {% endhint %}
  {% endcolumn %}

{% column %}
{% hint style="info" %}
**📝** [**Release Notes**](https://www.kauneonga.com/docs/release-notes/)

Review recent features, fixes, and improvements.

**Best for**

* Product changes
* Recent fixes
* Feature updates
  {% endhint %}
  {% endcolumn %}
  {% endcolumns %}

{% hint style="info" %}
**🔒** [**Security & Compliance**](/docs/useful-resources/readme.md)

Review security, privacy, compliance, and trust resources for Liberty.

**Best for**

* Security reviews
* Client questionnaires
* Trust documentation
  {% endhint %}

### Contact support

Choose the channel that fits the issue.

#### Live help

{% columns %}
{% column %}
{% hint style="info" %}
**💬 Live Chat**

Use live chat for general product questions and day-to-day support.
{% endhint %}
{% endcolumn %}

{% column %}
{% hint style="warning" %}
**📞** [**Phone Support**](tel:+18003691400)

Call `(800) 369-1400` for urgent help with live operations.
{% endhint %}
{% endcolumn %}
{% endcolumns %}

#### Email support

{% columns %}
{% column %}
{% hint style="info" %}
**📧** [**Liberty Platform**](mailto:support@kauneonga.com)

Reach the main support team for product, workflow, and account help.

**Use for**

* General support
* Configuration questions
* Issue follow-up
  {% endhint %}
  {% endcolumn %}

{% column %}
{% hint style="info" %}
**☎️** [**Cloud Communications**](mailto:numbers@kauneonga.com)

Reach the team for number-related and cloud communications requests.

**Use for**

* DIDs
* Telecom requests
* Cloud communications support
  {% endhint %}
  {% endcolumn %}
  {% endcolumns %}

{% columns %}
{% column %}
{% hint style="info" %}
**💳** [**Billing**](mailto:billing@kauneonga.com)

Reach the billing team for invoices and account billing questions.

**Use for**

* Billing updates
* Invoice questions
* Payment issues
  {% endhint %}
  {% endcolumn %}

{% column %}
{% hint style="info" %}
**🤝** [**Sales**](mailto:sales@kauneonga.com)

Reach the sales team for expansion and new service discussions.

**Use for**

* Commercial questions
* New services
* Account growth
  {% endhint %}
  {% endcolumn %}
  {% endcolumns %}

### Feature requests and custom work

Use the **Kauneonga Feature Request Form** to submit product ideas for review.

Feature requests are reviewed regularly as part of ongoing roadmap planning.

Priority depends on customer impact.

Custom integrations or other scoped work may also be handled through a statement of work.

To discuss that option, contact <sales@kauneonga.com>.

### Before you contact support

Include the details that help the team respond faster.

* A short description of the issue
* The affected client, user, or workflow
* Any error messages, timestamps, or screenshots
* Whether the issue is ongoing or intermittent

{% hint style="info" %}
Use **Platform Status** for live service updates. Use support channels for account, workflow, and product questions.
{% endhint %}


---

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