Report a Bug - HaloAgents

If something in HaloAgents isn’t working the way it should, we want to know. Bug reports go straight to the engineering team and shape what we ship next.

Where to report

In-App Chat

Open the dashboard, click Contact Support, and start with Bug: in the first message. We’ll see the affected workspace automatically.

Email

Email support@haloagents.ai with Bug Report in the subject. Best when you want to attach files or aren’t logged in.

What to include

The more we have up front, the faster we can reproduce and fix it. A great bug report has:

Field	Why it helps
What you expected	Tells us what the right behavior should be
What happened instead	The actual broken behavior
Steps to reproduce	Numbered steps from a clean state
Workspace name or org slug	Lets us pull logs for your account
When it happened	Date and time with timezone, if known
Browser and OS	Especially for widget or dashboard issues
Screenshot or screen recording	A 30-second Loom usually saves a lot of back-and-forth
Conversation or ticket ID	If the bug shows up on a specific conversation
Error message or request ID	Copy-paste the exact text

A good bug report looks like this

Subject: Bug Report: Widget shows "Anonymous" after identify() is called

Workspace: acme-corp
When: 2026-04-25 around 3:15pm PT
Browser: Chrome 134 on macOS 15.4

Expected:
After calling ha.identify("user_123", { name, email }), the
conversation should be attached to the user "Jane Doe" in the inbox.

Actual:
Conversations come into the inbox under "Anonymous" even though
identify() succeeds in the console.

Steps:
1. Sign in to https://app.acme.com as jane@acme.com
2. Open the chat widget and send "hello"
3. Open the inbox at /dashboard/inbox
4. Notice the conversation is under "Anonymous"

Loom: https://www.loom.com/share/...

That’s enough for us to find the right logs and reproduce locally.

What happens after you report

We acknowledge

A real human reads your report and replies during business hours, usually within one business day. We’ll ask follow-up questions if anything is unclear.

We reproduce

Engineering reproduces the bug from your report and figures out the root cause. We may ask for extra detail (a request ID, a console log, or temporary access).

We fix

Critical bugs (data loss, downtime, broken billing, security) ship as soon as possible. Other bugs ship in the next normal release. We’ll tell you when the fix is out.

We follow up

Once the fix is live, we close the loop with you and explain what changed.

Severity guide

We triage bugs roughly along these lines, so it helps to flag urgency in your report:

Severity	Examples	Response
Critical	Workspace down, data loss, security issue, billing failure	Same business day, often within hours
High	A core flow is broken (widget won’t load, AI not replying, integration sync failing)	Within one business day
Medium	Wrong UI state, broken non-critical feature, edge-case error	A few business days
Low	Cosmetic, copy, minor UX	Tracked and shipped in a normal release

Security issues

Found a vulnerability? Don’t open a public issue or post it on social. Email support@haloagents.ai with security in the subject and we’ll route it to the security team. See the security section in Contact Us.

Have an idea instead of a bug?

If you’re describing missing functionality rather than broken behavior, file a Feature Request.

​Where to report

In-App Chat

Email

​What to include

​A good bug report looks like this

​What happens after you report

​Severity guide

​Security issues

​Have an idea instead of a bug?