Support
Support is a person in Australia, and during the pilot that person is the founder. Email is answered the same business day, Melbourne time, and urgent issues with a live line are treated as urgent.
hello@avocadodigital.com.au. Include the firm name and, for a call problem, the caller's number and the time of the call so we can find the record.
In the app
Settings, then Help and support. From there you can send a message with your account details already attached.
Hours
Monday to Friday, Melbourne time. If the answering service is down for your firm, say so in the subject line and we treat it as urgent.
Before you email
The answering service is not picking up.
Check the mode at the top of the Home tab. In Available mode calls ring you directly. If you are forwarding on no answer, confirm the forward is still active with your carrier, and that it points to your EzyBiz Lex number.
A call did not file to the matter.
Open the call in the Calls tab. If it shows Needs a matter, the caller had two or more open matters or no matter yet; pick one and it files. If it shows an error, the Integrations screen in Settings gives the reason, most often a permission that needs the firm's Smokeball or Clio connection to be refreshed.
I want to change what the service says.
Settings, then the answering service, then update the description of your practice, hours and rules. Changes take effect on the next call.
How do I cancel?
Subscriptions are billed through the App Store or Google Play and cancelled from the store's subscription settings. Founding pilot firms have a sixty-day walk-away guarantee.
How do I delete my data?
Email us from the address on the account and ask. Account data is deleted within 30 days, except aggregated analytics that cannot identify you. See the privacy policy.