Getting help and contacting support
If you're stuck on something this guide doesn't cover, the Costello team is happy to help. There are two ways to reach us, and a few details you can include to get a faster, more useful answer.
Contact us from the Support page
The simplest way is from inside the app.
Click Support in the left-hand menu.
Give your message a short, clear subject — for example, "Bot quoting old prices" or "Instagram won't connect".
Use the message box to tell us what's going on. Then send it to us.
What to include
The more we know, the quicker we can help. Try to cover:
- What you expected to happen — for example, "I expected Costello to quote £95 for a HydraFacial."
- What actually happened — "Instead it said £80."
- Which conversation or channel is affected — the channel (web chat, Instagram, Messenger) and, if you can, the customer or conversation it happened in.
If you can, paste the exact question you asked and the exact reply you got. One real example tells us more than several paragraphs of explanation.
The in-app help chat bubble
You'll also see a help chat bubble in the corner of the app. It's the fastest way to ask a quick question — click it, type, and you'll get help right there without leaving the page you're on.
When to expect a reply
We aim to come back to you quickly during working hours. If you've sent something over the weekend or late at night, you'll usually hear from us the next working day. For anything urgent, include that in your subject line so it stands out.
Try this first
Many issues have a two-minute fix you can do yourself. If Costello is giving unhelpful or "I don't know" answers, it's almost always a gap in what it knows — and there's a step-by-step guide for that: