Support Getting help
When something isn't right, here's how to reach us.
Support is provided by the people who build LeadSethu. Tell us what you saw and when, and we'll take it from there.
Email support
For anything, with screenshots if you have them. Every email gets a reference.
[Support email address]
Best for urgent problems, such as replies that have stopped going out.
[WhatsApp number]
Hours
When a person is watching the support channels.
[Support hours, e.g. Mon–Sat, 10:00–19:00 IST]
Response times
These are the targets we work to during support hours. Outside them, urgent issues sent on WhatsApp are picked up first when we're back.
| Urgency | Examples | First response |
|---|---|---|
| Urgent | No replies going out at all; you can't sign in; the phone line isn't answering. | Within 2 working hours |
| High | One feature not working: alerts not arriving, a template stuck, bookings not confirming. | Within 1 working day |
| Normal | Questions, catalogue or scoring changes, reports, new users. | Within 2 working days |
A first response means a person has read your message and replied, not that the problem is fixed. For urgent problems we'll keep you updated until it's resolved.
Reporting a problem
The fastest fixes come from reports that include:
- Your business name, and the phone number or name of a lead it happened with.
- What you expected, and what happened instead.
- Roughly when. The time of a message is ideal.
- A screenshot, if it's something you can see.
Please don't send passwords or one-time codes. We will never ask for them.
Common issues
Replies have stopped going out
Most often, this starts on Meta's side. Check in Meta Business Suite that your WhatsApp Business account has a valid payment method and that the phone number shows as connected. If a lead's last message is more than 24 hours old, a free-text reply isn't allowed. Use an approved template instead. If both look fine, contact us as urgent.
A message template was rejected
Meta reviews every template. Common reasons are promotional wording in a utility template, or variables placed at the very start or end. Send us the rejection reason and we'll help you reword it.
A lead's score looks wrong
Open the lead and look at the score breakdown. It lists every rule that fired and the points it added. If a rule is firing when it shouldn't, tell us which one. Weights and thresholds can be adjusted for your business.
A reply said something it shouldn't
Replies come from your catalogue, so first check the offering is up to date. If the reply went beyond what your catalogue says, send us the lead and the time. We treat that as high urgency.
The phone line isn't picking up
Check that call forwarding to your LeadSethu number is still on, and that the phone line is switched on in Settings. Then contact us as urgent.
Not a LeadSethu customer?
If you messaged or called a business that uses LeadSethu and have a question about your order, booking or enquiry, please contact that business directly. They hold your enquiry, and we can't act for them.
If your question is about your personal data, see our privacy policy or how to request deletion. You can write to us directly about that.