This document is a place to search for frequently asked questions in the Autorply community about the processes, support and best practices.

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How to get support?

The autorply team provides support over the following channels. Please choose the appropriate medium based on the type of your query and resolution expectations. Business Enquiries: Questions related to the pricing and commercial partnerships. Developer Support: Questions related to Self-hosting Autorply, Extending/Contributing to Autorply and leveraging Autorply APIs Product Support: Bug Reports, Feature Requests and Support related to Autorply Cloud Version. Premium Support: Available for customers having a commerical contract with Autorply or subscribers of a paid plan. This includes both Autorply Cloud Customers and Self-hosted Customers.
Channel TypeResponse ExpectationsQuery Types
Chat WidgetReal-time responses based on online agent availability. Cloud customers can use the in-product Support option for priority resolutions.
Email follow-ups in 2 Business Days or per SLA		Business Enquiries, Premium Support
EmailResponses in 2 Business Days or as per SLABusiness Enquiries, Premium Support
GithubResponses in 5 Business Days or per SLADeveloper Support, Product Support, Premium Support
DiscordCommunity Support Based on availability. Contributors support based on availabilityDeveloper Support, Product Support, Premium Support
The Autorply team tries to resolve queries in public forums. So please avoid DMing, the contributors unless sensitive information is involved.
  • Autorply team doesn’t provide one-time installation services at the moment due to limited resources.
  • Autorply team doesn’t provide bug fixes and support for older/modified versions of the software. Therefore, please ensure that you have the latest version of software running when reporting bugs.

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How to promote Autorply Services?

We encourage the community to build and promote Autorply related services. You can use the following Channels for that.
  1. General (Github Discussions): Use the Channel to advertise Autorply related Hiring Posts and Opportunities.
  2. Show and tell - (GitHub Discussions): Use the Channel to showcase a Autorply related service / Custom Integrations that you have built. Examples include Autorply Hosting services, Services built on top of Autorply etc
  3. Discord Channels : Use appropriate discord Channels like #intro , #general.
Spamming channels with repetitive messages, Hijacking threads with unrelated promotional messages isn’t allowed and will be handled according to the Code of Conduct.

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How can I customise the Autorply Branding ?

In Community Edition of Autorply, you can customise the branding by modifying the source code. In Enterprise Edition of Autorply, Custom Branding is available as a premium feature as a part of the paid plans.

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Can I run a SaaS using Autorply?

Ref: Are there any restrictions in using Autorply?

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Are there any restrictions on using Autorply?

When using the Enterprise edition of Autorply, you must adhere to the Enterprise License. Additionally, distributing or selling the enterprise edition of Autorply requires a valid Autorply Enterprise subscription with the correct number of user seats. The Community edition of Autorply comes under an MIT License, which lets you use the software without any restrictions. This also allows you to build and resell derivatives of Autorply Community edition. For the Community edition, the team trusts the users to use the software fairly and encourages the following use cases:
  • Leveraging Autorply as a Customer Support/Data Platform in your organization.
  • Building Custom Conversational interfaces over the Autorply Platform.
  • Leveraging Autorply to add conversational capabilities to your existing software.
  • Enhancing Community Edition software to cater to specific business niches.
Autorply team doesn’t encourage the following cases:
  • Leveraging the software for any usage that isn’t permitted by applicable law.
  • Use cases that directly compete with Autorply Business offerings.
    examples: clones of Autorply Cloud (SaaS), Rebranding Services, etc

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How to debug SMTP Email errors in Autorply?

Suppose you run into issues with the agent mailers ( account confirmation, password reset, etc.) and email Channels in Autorply. Then, you can go through the following steps to debug your SMTP configurations.

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Step 1: Check your SMTP configuration

Ensure that the intended config matches what is configured in the system. If there are discrepancies, you should double-check your environment variables.

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Viewing the SMTP config for the Installation

Run the following command from the Rails Console. 
ActionMailer::Base.smtp_settings

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Viewing the SMTP config for an Inbox

Run the following command from the Rails Console. 
# replace `inbox_id` with your Inbox Id
Inbox.find(inbox_id).channel

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Step 2: Validate your SMTP config by sending an Email

If you find the config is as intended, Try sending an email from the Rails Console using your config. Run the following script from the Rails Console. 
# Fill values for appropriate settings
# Remove the keys which aren't relevant to your use case
smtp_settings = {
  address: '',
  port: '',
  user_name: '',
  password: '',
  domain: '',
  tls: '',
  enable_starttls_auto: '',
  openssl_verify_mode: '',
  authentication: '',
}

mailer = ActionMailer::Base.new
# check settings:
mailer.delivery_method = :smtp
mailer.smtp_settings = smtp_settings

# replace with your values for the mail
mailer.mail(from: 'sender@example.com', to: 'recipient@example.com', subject: 'test', body: "Hello, you've got mail!").deliver
If the configuration is correct, You should receive the email in the recipient’s Inbox. In other cases, Fix the config as per the returned error and reconfigure the values in Autorply Environment variables with the correct values.
If you are still facing errors, Please check your Sidekiq worker logs or Sidekiq UI for any errors.

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How to Fix the Onboarding Screen Issue in Autorply?

If you have deployed Autorply and the login page is shown instead of the onboarding screen, follow these steps to resolve the issue:
  1. Open a Rails shell and run the following command: 
    Redis::Alfred.set(Redis::Alfred::CHATWOOT_INSTALLATION_ONBOARDING, true)
  2. Restart Autorply.
This should resolve the issue, and the onboarding screen should be displayed as expected.