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Most days, Cura runs quietly in the background. But when something looks off — a channel won’t connect, a message didn’t send, the AI replied in a way you didn’t expect — you shouldn’t have to guess. This article shows you how to reach us, what to include so we can help quickly, and how a conversation gets handed to a human when the AI can’t resolve it on its own.

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Reach the Cura team

The quickest way to get a person is email.
  • Email: support@cura.so
  • The Support link in the top navigation of these docs opens a new email to that same address.
Write to us from the email address on your Cura account. It helps us find your Workspace faster and reply to the right person.

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What to include in your request

The more we know up front, the fewer round-trips it takes to fix things. When you write in, try to include:
1

Your workspace or branch

Tell us which Workspace (branch or location) you’re working in. If you run more than one, the exact name saves us guessing.
2

The channel

Say which Channel it involves — LINE, Instagram, Messenger, and so on. Many issues are specific to one channel’s rules.
3

What you saw

Describe what actually happened in plain words: the exact message or error text, roughly when it happened, and what you expected instead.
A screenshot is worth a paragraph. Include one of the screen or error whenever you can.
Before you write in, it’s worth a quick look at the Frequently asked questions — the most common issues, like a channel showing as disconnected or the AI not replying, already have step-by-step fixes there.

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When the AI hands a conversation to a human

Inside your Inbox, your AI is built to know its limits. When it can’t resolve a customer’s question on its own, it doesn’t keep guessing — it escalates, handing the conversation to a person on your team. This is the graceful fallback for anything the AI can’t finish itself. Your AI escalates automatically when:
  • A customer asks for a person — “Can I talk to someone?”
  • It can’t help — the question is outside what it knows or can do.
  • Something goes wrong — an error stops it from completing the task reliably.
When that happens:
  • The AI stops replying, so it never talks over the person taking the conversation.
  • The Conversation is flagged escalated and its priority is raised to High, so it stands out in the Inbox.
  • It’s assigned to a teammate automatically — Cura works down a fallback chain (the channel owner, then the workspace’s escalation contact or first manager, then the account’s contact, then an admin) so it never lands unowned.
  • That teammate is notified by email and a push notification, with a link straight to the conversation in the Inbox.
If you run more than one branch, the AI may ask the customer which location they mean before it hands off — so the conversation reaches the right team.
You can decide who receives these handoffs, and add your own triggers (like a refund request or an upset customer). See Setting an escalation contact and Escalation: when the AI hands off to a human.