Feedback & Support

Get help, share feedback, and help shape the future of Veila. We offer multiple ways to connect with our team and community for support, suggestions, and feature requests.

Getting Support

In-App Feedback Button

The fastest way to get help:

Location and Access

Header navigation: Click "Feedback" in the top menu
Always accessible: Available from every page in Veila
Quick access: One click from any conversation or settings page

When to Use In-App Feedback

Bug reports: Something not working as expected
Technical issues: Problems with chat interface, models, or billing
General questions: How-to questions about features
Account problems: Login, password, or access issues

Feedback System Overview

Veila provides two main feedback channels, each designed for different types of communication:

1. Direct Message System

Best for: Personal support, bug reports, account issues, questions

2. Community Feature Board

Best for: Feature suggestions, voting on improvements, community discussions

Direct Message System

Sending Messages to Support

How to Access

Click "Feedback" in the header navigation
Select "Send us a message" from the feedback main page
Fill out the contact form with your inquiry

Message Form Fields

Type of Inquiry (Required)

Feedback: General suggestions or comments about Veila
Bug Report: Something is broken or not working correctly
Question: Need help understanding features or functionality
Other: Any other type of inquiry

Subject Line (Required)

Be specific: "Can't switch models in chat" vs. "Something broken"
Include context: "Billing question about credit usage" vs. "Billing"
Keep concise: Aim for 5-10 words that summarize your issue

Email Address (Optional)

Provide if you want a response: We can only reply if you include your email
Privacy protection: Email is not linked to your account or stored long-term
One-time use: Used only for this specific inquiry

Message Content (Required)

Be detailed: Include steps you tried, what you expected vs. what happened
Include context: What were you trying to accomplish?
Add screenshots (describe them): "The button is grayed out" or "Error message says X"
Character limit: 2,000 characters maximum

Message Tips for Faster Support

For Bug Reports:

✅ Good Example:
"When I try to switch from GPT-4o to Claude in an existing chat, 
the dropdown shows the options but clicking Claude doesn't change 
the model. The dropdown closes but GPT-4o stays selected. This 
happens in my 'Work Projects' folder chats but not in new chats."

❌ Less Helpful:
"Model switching is broken"

For Questions:

✅ Good Example:
"I want to organize my chats by project, but I'm not sure how 
folders work. Can I put chats inside folders? How do I move 
existing chats into folders I create?"

❌ Less Helpful:
"How do folders work?"

Response Times and Process

What to Expect

Acknowledgment: We read every message sent through the system
Response time: Varies based on inquiry type and complexity
Follow-up: If you provided an email, we'll respond there
No spam: Your email is used only for your inquiry, never for marketing

Types of Responses

Direct answers: For straightforward questions
Troubleshooting steps: For technical issues
Feature explanations: For "how-to" questions
Bug confirmations: When we reproduce and fix issues

Community Feature Board

Accessing the Feature Board

Navigation

Click "Feedback" in header navigation
Select "Propose and vote on new features"
Browse existing suggestions or propose new ones

Feature Board Overview

The feature board is your direct line to influence Veila's development:

Community-driven: See what other users want
Democratic process: Vote on features you'd like to see
Transparent development: See what's being worked on
Direct impact: Popular features get prioritized

Browsing Feature Requests

Feature Status Categories

Submitted 🟡

Newly proposed features under initial review
Community feedback being gathered
Feasibility assessment in progress

Voting Phase 🔵

Open for community voting - your vote counts!
Feature details finalized and clearly defined
Implementation planning begins for popular items

Selected for Implementation 🟢

Development confirmed - feature will be built
Timeline available - rough estimates provided
Progress updates shared as development proceeds

Launched 🟣

Feature is live - available in Veila
Documentation available - how to use the new feature
Feedback welcome - help us improve new features

Voting on Features

How Voting Works

One vote per feature per user account
Change your vote anytime during voting phase
Anonymous voting - your identity stays private
Vote based on value - how much would this help you?

Voting Strategy

Vote for features you'd actually use - not just what sounds cool
Consider broad impact - features that help many users
Think about frequency - daily use vs. occasional use
Read full descriptions - understand what you're voting for

Proposing New Features

Coming Soon: Feature Proposal

The feature proposal system is being developed with these planned capabilities:

Proposal Process

Describe your idea in detail
Explain the problem it would solve
Suggest implementation if you have ideas
Community review period for feedback and discussion

What Makes a Good Feature Proposal

Clear problem statement: What issue does this solve?
User benefit: How would this help Veila users?
Implementation ideas: Any thoughts on how it might work?
Use cases: Specific examples of when you'd use this

Feature Proposal Tips

✅ Strong Proposal Example:
"Chat Templates for Repeated Tasks

Problem: I find myself typing the same setup instructions 
for different coding projects (language, context, style preferences).

Solution: Allow saving message templates that can be quickly 
inserted into new chats.

Benefit: Saves time, ensures consistency, especially useful 
for professional workflows.

Use Cases: Code review templates, writing style guides, 
research methodology setups."

❌ Weak Proposal:
"Make it better"

Community Guidelines

Feedback Etiquette

Constructive Communication

Be specific: Detailed descriptions help us help you
Stay professional: Respectful tone gets better responses
Focus on problems: Describe what you're trying to accomplish
Suggest solutions: Your ideas help shape development

What to Avoid

Personal information: Don't share sensitive data in public features
Duplicate requests: Check existing proposals before creating new ones
Vague complaints: "This sucks" doesn't help us improve
Feature demands: Requests work better than demands

Privacy in Feedback

What's Safe to Share

General workflow descriptions: "I use Veila for content writing"
Feature usage patterns: "I switch models frequently during conversations"
Problem descriptions: "The interface is confusing when..."
Use case scenarios: "As a developer, I need..."

What to Keep Private

Specific conversation content: Don't quote your actual chats
Personal projects: Keep work/personal details general
Account information: No usernames, emails, or identifiers
Financial details: General usage patterns only, not specific amounts

Troubleshooting Self-Help

Before Contacting Support

Quick Fixes to Try

Refresh the page: Solves many temporary interface issues
Check credit balance: Low credits prevent AI responses
Try different browser: Eliminate browser-specific issues
Clear browser cache: Remove corrupted temporary data
Switch models: Try different AI if one isn't responding

Common Issues and Solutions

Can't send messages

✅ Check credit balance in bottom status area
✅ Verify model is selected in dropdown
✅ Try switching to a different AI model
✅ Refresh page and try again

Chats not loading

✅ Verify you're logged into the correct account
✅ Check internet connection stability
✅ Try refreshing the page
✅ Clear browser cache and cookies

Interface acting strangely

✅ Try a different browser (Chrome, Firefox, Safari)
✅ Disable browser extensions temporarily
✅ Refresh the page or restart browser
✅ Check if issue persists across devices

When Self-Help Doesn't Work

Escalation to Support

If you've tried basic troubleshooting and still have issues:

Document what you tried: List the steps you attempted
Note error messages: Copy exact text of any errors
Describe your setup: Browser, device type, operating system
Use the feedback form: Include all this information in your message

Contributing to Veila

How Your Feedback Shapes Development

Direct Impact Examples

User feedback has directly influenced:

Interface improvements: Sidebar resizing, model switching UX
Feature additions: Folder organization, custom sorting
Bug fixes: Model selection issues, chat loading problems
Performance optimization: Faster loading, better responsiveness

Community-Driven Priorities

Popular feature requests get development priority
Common pain points drive interface improvements
User workflows inform design decisions
Accessibility needs shape inclusive features

Beta Testing Opportunities

Early Access Features

Interested users can help test new features:

Preview new functionality before general release
Provide feedback on usability and bugs
Shape final implementation with early testing insights
Get features earlier than general release

How to Get Involved

Express interest through feedback form
Participate actively in feature board discussions
Provide detailed feedback when using new features
Report issues promptly during beta periods

Response and Resolution

What Happens to Your Feedback

Processing Steps

Initial review: All feedback read by development team
Categorization: Bug vs. feature request vs. question
Priority assessment: Impact and feasibility evaluation
Action planning: Timeline and resource allocation
Implementation or response: Development work or direct reply

Feedback Lifecycle

Immediate acknowledgment: You know we received it
Internal discussion: Team reviews and plans response
Action taken: Bug fixes, feature development, or direct help
Follow-up: Updates on progress when relevant

Feature Request Process

From Idea to Implementation

Community proposal: You or others suggest features
Voting period: Community expresses interest
Technical review: Development team assesses feasibility
Priority ranking: Popular, feasible features get scheduled
Development: Feature gets built and tested
Release: Feature launches with documentation
Feedback: Community helps refine new features

Contact Information

Primary Support Channels

In-App Feedback (Preferred)

Most efficient: Direct integration with your account context
Categorized routing: Gets to the right team member
Context preservation: We can see your account status for better help

Email Support

General inquiries: hey@veila.ai
Technical issues: Include "Support" in subject line
Business inquiries: For partnerships or enterprise needs

Discord Community

Community support: Join our Discord
Real-time help: Get help from other users and the community
Feature discussions: Share ideas and discuss upcoming features
Announcements: Stay updated on new releases and improvements

Response Expectations

Typical Response Times

Simple questions: Within 24-48 hours
Technical issues: 1-3 business days depending on complexity
Feature requests: Acknowledgment within a week, implementation varies
Bug reports: Quick acknowledgment, fix timeline depends on severity

What to Include for Faster Help

Clear subject line: Summarizes your issue
Detailed description: What you were trying to do
Steps to reproduce: Help us recreate the problem
Expected vs. actual: What should happen vs. what did happen
Browser and device: Technical context helps with troubleshooting

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