Let's Talk
Support, sales, Enterprise plans, or a done-for-you setup. Messages reach the people who built TelBuddy, and we reply within 2 to 4 hours on business days, Eastern time.
Get in touch
Running on Twilio or Telnyx and stuck on something? Tell us what you were doing and what you expected. We reply within 2 to 4 hours on business days.
What to include so we can fix it on the first reply
Most support threads take three messages because the first one is missing something. These are the details that let us answer in one.
- Which carrier the number is on, Twilio or Telnyx, and the number itself. Behaviour differs between them in a few places, and we go looking in different logs.
- What you did, what you expected, and what happened instead, with the time it happened. A time lets us find the exact call or message in the record.
- A screenshot of any error or notice you saw in the dashboard. The wording is usually the whole diagnosis.
- For delivery problems, whether the number has an approved A2P 10DLC campaign. Unregistered traffic gets filtered by the carrier, and it looks like a bug when it is not one.
- For billing, the email on the account. Carrier usage is billed by Twilio or Telnyx directly, so a charge from them is theirs to explain, and one from us is ours.
Faster than waiting for a reply
A lot of what lands in this inbox is already written down. If your question is one of these, the answer is a click away and you keep your afternoon.
- Connecting a carrier for the first time: Twilio or Telnyx.
- How forwarding, voicemail, business hours and phone menus fit together: Voice and calling.
- Why a text did not arrive, and what STOP and A2P 10DLC do: Compliance.
- What each plan includes and what the trial covers: Pricing and the FAQ.
- Screenshots of every screen in the dashboard: the help guide.
What we can and cannot do for you
TelBuddy is the dashboard on top of a carrier account you own. That line matters for support, because it decides who can actually fix a thing. We can see and change everything inside TelBuddy: your routing, menus, voicemail, inbox, team, and the way your numbers are wired to us. We can walk you through anything in the Twilio or Telnyx console that touches that wiring.
We cannot register A2P 10DLC on your behalf, because registration is tied to your legal business identity and has to be filed by you with the carrier. We cannot see or change your carrier bill, and a carrier outage is the carrier's to resolve. When one of those is the real problem we will say so straight away and point you at the right place, rather than let a thread run for a week.
If you would rather not do the setup yourself, that is a service we offer. Professional setup is a one-time job where we connect the carrier, build the menus and routing, and confirm it with a real test call before handing it over.
Common questions
How fast do you reply?
Within 2 to 4 hours during business hours, Eastern time. Outside those hours you will hear from us the next business morning.
Do you offer phone support?
Phone support is prioritised for Enterprise customers. Starter, Growth and Commercial plans are supported by email, which also gives both of us a record of what was said.
I have not signed up yet. Can I ask questions first?
Yes. Ask whatever would stop you signing up. If TelBuddy is not the right fit for what you described, we will tell you that too.
Is there a trial?
Every monthly core plan starts with a 7-day free trial. A card is required and nothing is charged until day 8. The AI receptionist add-on is not part of the trial.
Can you set it all up for me?
Yes, as a one-time professional setup. You keep the carrier account and the numbers; we do the wiring and the menus.
Something is billing me and I do not know who
Check the name on the charge. Twilio and Telnyx bill carrier usage directly. TelBuddy bills the flat software plan and any AI add-on. Send us the charge and we will tell you which it is.