You're already in a live support experience. Here's how to get the fastest resolution possible.
Overview
When you open the Messenger, you're already in a live support experience.
You're chatting with Sunny, Teachable's AI support agent. Sunny is trained on the Help Center, platform status, changelog, and past support interactions. It can answer most questions on its own.
If Sunny can't resolve your issue, it hands things off to a Support Specialist. That handoff is faster when you share context upfront.
What to expect from the Messenger
Instant responses from Sunny on product questions, account access, billing, and more
Smart escalation when a human agent needs to step in
Async follow-up by email if you close the window before your issue is resolved
Full conversation history so you never have to repeat yourself
Important: Support Specialists are available Monday through Friday, 10am to 8pm EST. If you send a message outside those hours, Sunny handles what it can. A teammate picks up the rest when they're back online.
Getting the most out of Sunny
A lot of customers open with one word or ask for a human agent right away. We get it. When something is broken, you want a person fast.
Here's the reality: asking for a human doesn't move you to the front of the line. Our team responds during office hours regardless. What actually changes your outcome is the quality of your first message.
Sunny is trained to triage your issue. It asks the right questions upfront so that by the time a specialist opens your ticket, the information they need to investigate is already there. The more you share with Sunny, the faster a specialist can act — no back and forth, no waiting for a follow-up question during business hours.
When Sunny has enough context, two things happen:
It can resolve your issue on its own without any wait
If it can't, a specialist opens your ticket and gets to work immediately — no back and forth needed
A vague first message means your ticket sits until a teammate has to ask for the details you could have shared upfront. That costs you at least one extra business day.
Tip: Treat your first message like a brief. Tell Sunny what happened, what you expected, and what you already tried. That's the fastest path to a resolution.
What to include in your first message
Your first message sets the pace for everything that follows. The format depends on what you need.
If something isn't working
Your school name or URL
What you were trying to do when the issue occurred
Any error messages you saw
Steps you already tried
Screenshots if the issue is visual
If you want to know how something works
The feature or setting you're asking about
What you're trying to accomplish with it
Where you are in your admin when you're looking for it
If you're exploring what's possible
What outcome you're trying to build toward
Any constraints you're working with, like your current plan or setup
The more Sunny understands about what you're trying to do, the more useful its answer will be. Vague questions get general answers. Specific questions get actionable ones.
Other ways to reach us
The Messenger is the fastest path to support. For situations where you need a different channel, here's what's available.
Channel | When to use it | Contact |
Messenger | All support requests — fastest response | Log into your school admin, click the Teachable icon at the bottom right, select the Message tab |
Email — Account Recovery | Can't log in and Messenger is inaccessible | [email protected] — write from the email address connected to your school account |
For the full contact directory, visit the Teachable Contact Us page.
Additional resources
Teachable Academy — Free training for creators on building courses and growing your business
Platform Status — Real-time updates on platform health
Product Changelog — What's new on Teachable
FAQs
Is this live chat?
Yes. The Messenger is a live support channel. Sunny responds immediately. If your issue needs a human agent, it gets routed to a Support Specialist during business hours.
Why does Teachable use an AI agent instead of a human first?
Sunny is trained to triage your issue and collect the information a specialist needs to investigate. That means faster answers for you without waiting in a queue. When it can't resolve something on its own, it hands off with the context already collected.
What if I send a message outside business hours?
Sunny is available 24/7. A Support Specialist will follow up on anything that needs human review during the next business day. You'll get a notification by email when they respond.
What if I just ask for a human agent?
You will get one during office hours. Asking upfront doesn't speed that up. What does speed it up is giving Sunny the details it needs so your specialist can act the moment they open your ticket.
Where do I track my ticket?
All support interactions are accessible through the Teachable admin dashboard. Open the Messenger and select the Messages tab to see your conversation history and any updates from the team.