Get help fast

This article is for Viralistic clients who need help with their website, email, automations or anything else we built together. It explains what to include in your message so we can solve the problem in one go, without a long back-and-forth. It also covers which channel to use and how Claude can help you before you contact us.

Try Claude first

Many questions are answered in this help center. Every article has a Copy for agent button that copies the article in a format an AI assistant can read.

1. Open the help article closest to your problem.
2. Click Copy for agent.
3. Paste it into Claude, then describe what you see and what you want to happen. Add a screenshot if you have one.
4. Follow Claude’s suggestions step by step.

If that does not solve it, ask Claude: “Turn this problem into a short support message for my web agency.” Send us that summary. It saves us both time.

Warning: Never paste passwords, API keys or customer data into Claude or any other chat. Describe the problem without them.

What to include

A good support request answers these questions:

1. What happened? Copy the exact error message, or describe exactly what you saw.
2. What did you expect? What should have happened instead.
3. How do we see it? The steps you took, in order.
4. Where? The URL of the page, or the name of the mailbox, workflow or tool.
5. When? The date and time it happened, and whether it still happens.
6. On what? Your device and browser or app, for example “Windows laptop, Chrome” or “iPhone, Mail app”.
7. Proof: a screenshot or a short screen recording.

Here is an example you can copy and fill in:

What happened: The contact form shows "Something went wrong" after I click Send.
What I expected: A thank-you message, and the form in our inbox.
Steps: Fill in all fields, click Send.
Where: https://yourcompany.com/contact
When: Tuesday 7 October, around 14:20. Still happening.
Device: Windows laptop, Chrome
Attached: screen recording (20 seconds)

Tip: Send one issue per message. Separate issues get solved faster than a long list in one email.

Screenshots and screen recordings

A screen recording of 20 seconds often says more than a page of text.

• Mac: press Shift, Command and 5 together for screenshot and recording options.
• Windows: press the Windows key, Shift and S for a screenshot. The Snipping Tool can also record your screen.
• iPhone and iPad: use Screen Recording in Control Center. You may need to add it first.
• Android: most phones have a screen recorder in Quick Settings.

Blur or crop anything sensitive, such as passwords or customer details, before you send it.

Urgent or not urgent

Tell us how urgent it is, so we know what to pick up first.

Urgent means it is costing you customers or puts data at risk right now:

• Your website is down.
• Nobody on your team can send or receive email.
• Forms, bookings or payments on your site do not work.
• A workflow is sending wrong messages to customers.
• You suspect a hack or a leaked password.

Not urgent covers everything else: text changes, a new page, a small visual issue, a question or an idea.

For something urgent, send a WhatsApp message that starts with “URGENT” and one line about the problem. Follow up by email with the details if you can. For everything else, email is best, because it keeps details, attachments and replies together in one thread.

How to reach us

Channel	Use it for	Contact
Email	Questions, changes, anything with attachments	info@viralistic.nl
WhatsApp	Urgent problems and quick questions	+31 20 210 10 75
Strategic call	New projects, bigger changes and plans	Book a call

Planning something new, such as a new website, an automation or Claude training for your team? Book a strategic call so we can discuss it properly.

Next steps

• Brief Claude like a colleague
• Share logins and access safely
• Fix common email problems
• Invoices and payments in the customer portal