Overview
We're excited to introduce Teachable's new Messenger, designed to make getting help easier, faster, and more seamless.
While it's not a traditional "live chat" messenger, you can still send us a message anytime and receive responses directly in the Messenger or via email, if that is more convenient for you.
This article will walk you through:
- What's changed
- Where to find the Messenger
- How to use its features
If you are a student or school affiliate, visit Student Guide: Getting Support for more information.
If you cannot access your account, use this form to let us know.
What's changed
As of May 2025, Teachable Support is powered by our new Messenger, replacing the previous email/chat experience.
Here's what's new:
- Send us a message anytime, no need to wait in a live queue
- See when to expect a response with clearly posted reply times
- Track your open conversations and messages right inside the Messenger
- Search Help Center articles, check platform status, and view recent updates
- Meet Sage, our virtual agent trained to pull answers directly from our own articles
Support Access by Role and Plan
| Resource | User Roles | Plan |
|
Messenger (Access to Support team via messaging and tickets)
7 days a week 10am - 8pm EST
|
Primary Owners Owners Authors Custom Users |
Starter Builder Growth Advanced |
|
Help Center
|
All Users | All Plans |
|
Teachable:u
|
Primary Owners |
All Plans |
Where to Find the Messenger
To access the Messenger:
- Log into your school admin
- Locate and click the green "t:" circle, located in the bottom right corner
● Self-serve support options all day, every day! Our Help Center articles, accessible
right in the messenger, are availableFrom the Messenger, you can search our Help Center, ask a question, and view the status of previous issues. 24/7
How to Navigate the Messenger
The Messenger is your central hub for getting support. It includes multiple tabs, each designed to give you quick access to what you need.
Home Tab
The Home tab provided an overview of Support options available to you, such as:
- Recent Messages/Tickets: Your most recent message or ticket with our Support team will be easily accessible here. You can view the message topic, status, the agent you are working with, and the timeframe of the last intercation.
- Platform Status: A quick view of our platform's overall status, linked to our own status page (www.teachablesatus.com). For any features temporarily unavailable or experiencing downtime, a message will be displayed here.
- Latest Changes: Linked directly to our change log (changelog.teachable.com).
- Search for Help: Search for Help Center articles without leaving your Admin.
- Ask a Question: Open a conversation with our virtual agent or be routed directly to our Support team.
Messages
Here's where you can chat with Sage (our virtual agent), or get routed to a Support Specialist. You don't need to wait in a queue--just send your message and return when it's convenient.
From this tab, you can start, continue with, or review a previous conversation with the Team. Your conversation history will be easy to view from one area.
Tickets
For any conversations that have been moved to an email ticket, you can view:
- Your ticket history
- Respond to open tickets
- View the status of your tickets
Help
This tab is another way to quickly access our Help Center Articles. You can search and view articles from within the Messenger, without having to leave your admin.
Closing the Messenger
When you have finished searching for Help Center articles or chatting with the team, select the green circle icon in the bottom right to close the messenger.
Any follow-up messages from our team will appear as a bubble above the "t:" icon if the messenger is closed. You can click on the message to view the full conversation, or select the "x" mark in the top right corner of the message bubbles.
Sending a Message
To send a message to our Support team:
- Log into your school admin
- Click on the Messenger
- Select the "Message" tab
- Send your question or message
- Sage may guide you through help content first. If you still need assistance, they will collect the necessary details and pass your message to a Support Specialist
When sending a message, you can also:
- Use emojis using the "smiley face" icon
- Attach a file using the "paperclip" icon
- Send a GIF using the "GIF" icon
Ticket Statuses
For conversations moved into email tickets, you'll receive real time updates on the status of your ticket. To view the status of your ticket:
- Log into your school admin
- Click on the Messenger
- Select the "Tickets" tab
- Select the desired ticket
- If needed, you can select "Continue the conversation" to reply
The following statuses may be displayed:
- Submitted: A Specialist has received your ticket
- In Progress: Your Specialist is currently reviewing your ticket and conducting any investigations/research to find the information you need
- Waiting on You: Your Specialist is waiting to hear back from you for more details or confirmation
- Resolved: Your ticket has been resolved
Why the Change?
Our Goal is to provide efficient, thorough, and accessible support, without requiring you to stay "glued" to a chat window. The Messenger helps streamline conversations while keeping everything in one place, including your message history and updates from our team.
Whether it's a quick question or something that needs further investigation, the Messenger ensures you get the help you need in a way that fits your workflow.
Some benefits of the new messaging system:
- Message us anytime: Send us your questions whenever it’s convenient for you. We’ll get back to you right in the messenger as soon as we can. This will allow you to close the window, go about your tasks, and pick up the conversation exactly where you left off when you return.
- Clear follow-ups: When we reply, you’ll be notified in the messenger as well as by email. You can continue the conversation with us in either channel too.
- Clear expectations: We’ll show you our expected response time so you know when to hear back. For more complex issues, we can easily escalate them to a ticket, which you can track in the messenger, to ensure a thorough resolution.
- Seamless conversations: Whether it’s a quick question or something that needs more investigation, we’ll keep your conversation history all in one place.
You’ll also notice Sage, our virtual agent, is fielding responses at first. We put in a lot of time keeping them up-to-date, and Sage is great at pulling and organizing information from our support docs. That said, if Sage can't answer your question, it will gather all the necessary details from you, so our team can pick up the conversation seamlessly.
Having Trouble Logging In?
If you're unable to access your admin account to submit a message, click here to contact us through our Support Submission form.
Email support is available to all schools. Write us at support@teachable.com.
Teachable:U
Teachable:U is available to Primary Owners on all plans. Teachable:U provides training on how to build courses, grow your business, as well as live-streamed workshops with experts in a variety of industries. To access Teachable:U, log in to your school and navigate to the Resources tab.