> ## Documentation Index
> Fetch the complete documentation index at: https://docs.haloagents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Report a Bug

> How to report a bug in HaloAgents and what to include so we can fix it fast.

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](https://haloagents.ai/dashboard)**
>
> Open the dashboard, click **Contact Support**, and start with `Bug:` in the first message. We'll see the affected workspace automatically.

> **[Email](mailto:support@haloagents.ai?subject=Bug%20Report)**
>
> Email **[support@haloagents.ai](mailto: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](https://www.loom.com) 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

**1. 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.

**2. 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).

**3. 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.

**4. 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](mailto:support@haloagents.ai)** with `security` in the subject and we'll route it to the security team. See the security section in [Contact Us](https://docs.haloagents.ai/help-and-support/contact-us.md#security).

## Have an idea instead of a bug?

If you're describing missing functionality rather than broken behavior, file a [Feature Request](https://docs.haloagents.ai/help-and-support/feature-request.md).


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.