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Support Center: help, requests, and customer support

The Support Center helps a business receive and organize support requests from website visitors or customers.

It can be used for questions, problems, help requests, after-sales communication, or general customer support.

When to use the Support Center​

Use the Support Center when you want to:

  • receive support requests,
  • organize customer questions,
  • separate support requests from regular leads,
  • track whether a request has been answered,
  • reduce lost messages,
  • provide a more professional support experience,
  • connect forms, chatbot, or contact sections with support.

What types of requests it can receive​

Request examples:

  • question about a service,
  • booking issue,
  • appointment change,
  • cancellation request,
  • technical problem,
  • customer complaint,
  • payment question,
  • request for more information.

Every request should have a clear way to be tracked.

Step 1 — Open the Support Center​

Open the Centuply app, select your website, and open Support, Support Center, or Requests.

There you will see requests submitted by customers or visitors.

Step 2 — Review new requests​

Start with new requests.

For each request, check:

  • customer name,
  • email,
  • phone,
  • subject,
  • message,
  • date,
  • request source,
  • response status.

If the request is urgent, handle it immediately.

Step 3 — Categorize requests​

If categories are supported, use them.

Category examples:

  • General question,
  • Booking issue,
  • Payment question,
  • Technical problem,
  • Complaint,
  • Service request,
  • Follow-up.

Categorization helps you quickly understand what needs action.

Step 4 — Use statuses​

If statuses are available, keep each request status updated.

Examples:

  • New,
  • Open,
  • In progress,
  • Waiting for customer,
  • Resolved,
  • Closed,
  • Spam.

This helps you know which requests still need a response and which are complete.

Step 5 — Reply clearly​

When replying to a customer, keep the answer:

  • polite,
  • short,
  • clear,
  • practical,
  • focused on a solution.

If you need more information, ask for it clearly.

Example:

Thank you for your message. To help you better, could you send us the appointment date and the name used for the booking?

Step 6 — Add notes​

If the Support Center supports internal notes, use them.

Examples:

  • “Replied by email.”
  • “Waiting for customer response.”
  • “Needs review by manager.”
  • “Resolved by phone.”
  • “Follow up tomorrow.”

Notes are very useful when more than one person manages requests.

Step 7 — Connect a support form​

If you want customers to send structured requests, create a dedicated support form.

Useful fields:

  • name,
  • email,
  • phone,
  • subject,
  • request type,
  • message,
  • booking or order number, if available,
  • file attachment, if needed.

Do not make the form too long without a reason.

Step 8 — Connect chatbot with support​

The chatbot can guide visitors to the Support Center or to a support form.

Quick action examples:

  • I need help,
  • Open a request,
  • Problem with booking,
  • Contact support,
  • Frequently asked questions.

This helps visitors quickly find the right support path.

Step 9 — Check notifications​

Make sure support requests send notifications to the correct email or inbox.

Check:

  • recipient email,
  • subject,
  • reply-to,
  • CC or BCC, if needed,
  • spam folder,
  • leads or support inbox.

Submit a test request before publishing.

Step 10 — Track response times​

Support should be fast and organized.

It is useful to check:

  • how many requests are open,
  • how many have been answered,
  • how many are waiting for the customer,
  • how many are resolved,
  • which requests have stayed unanswered for days.

This helps you maintain better customer service visibility.

Best practices​

  • Do not leave support requests unanswered.
  • Use statuses.
  • Keep internal notes.
  • Separate leads from support requests.
  • Test the support form before publishing.
  • Check mobile appearance.
  • Keep a polite and professional tone.
  • Close resolved requests to keep the inbox clean.

Video tutorial​

Suggested video for this article:

Title: How to manage customer support in Centuply

Duration: 4-6 minutes

Video flow:

  1. Open Support Center.
  2. Review new requests.
  3. Open a request.
  4. Change status.
  5. Add a note.
  6. Connect a support form.
  7. Check notification.
  8. Close a resolved request.

Frequently asked questions​

Is the Support Center the same as the Leads Inbox?​

Not exactly. Leads Inbox is mainly about commercial interest, while Support Center is about help or support requests.

Do I need a dedicated support form?​

If you receive many help requests, yes. It helps organize information better.

Can the chatbot guide visitors to support?​

Yes. You can add quick actions or links to a support form.

What should I do with spam requests?​

You can mark them as spam or archive them, if supported.

When should I close a request?​

When it has been answered and no further action is needed.