Ask Charlie

Get instant answers from Charlie, our AI support assistant, and know when your question is escalated to email support.

Need a quick answer? Ask Charlie.

Charlie is our in-tool AI support assistant. It helps you get unstuck fast by using our documentation to answer questions and guide you to the right next step.

If your issue needs more than that, Charlie can create an email thread with our Support Team with the context from your chat (so you don't need to repeat yourself!)

Charlie (AI support assistant) disclaimer

Charlie provides automated support for informational and support purposes only.

When you use Charlie, Channable and our service providers may collect, use, store, and analyze the information you share in the chat, in line with our Privacy Policy.

You are responsible for how you use Charlie’s responses. Review them carefully before you act on them. Channable is not liable for actions, losses, or damages that result from using Charlie.

Keep these guidelines in mind:

• Do not share sensitive personal information, such as health, financial, or login data.
• Do not share trade secrets, internal business strategies, or other confidential company information.
• Responses may be AI-generated and can be inaccurate, incomplete, or outdated.
• Responses are for informational purposes only. They are not advice, decisions, or company commitments.
• AI-generated output is not user-owned content.

By using Charlie, you acknowledge and accept this disclaimer. If you do not agree, do not use Charlie.

Tip: Asking Charlie is the fastest way to get help right away. If your question needs human review, you can always escalate to email support.

What Charlie helps with

Charlie can:

• Answer questions based on our documentation
• Guide you through setup steps for different features
• Suggest conditions and actions for rules based on what you want to achieve
• Explain what features do and when to use them
• Point you to relevant guidance if you want to learn more
• Escalate complex issues to our human team

Why use Charlie?

• Get answers immediately
• Work through setup questions without waiting for email support
• Find the right article or next step faster

What Charlie knows today

Charlie is trained on selected parts of our Help Center documentation.

Right now, Charlie does not cover:

• PPC
• Insights
• Creatives

If you ask about one of these areas, Charlie may not be able to give a complete answer yet, and will suggest escalating to Support.

How Charlie works

1

Ask your question

In the sidebar, click Ask Charlie to start a conversation. Ask a clear question about the task, feature, or issue you are working on.

2

Get an instant answer

Charlie uses our documentation to answer your question and suggest the next step.

3

Escalate if needed

If the issue is too complex or needs human review, Charlie can escalate it to our Support Team by email.

How escalation works

• Escalation sends your request to email support with the context of your conversation with Charlie
• A support specialist follows up after reviewing your question

Important: We do not offer live support chat. If your question is escalated, you will receive help through email support.

Tips for better answers from Charlie

• Ask one specific question at a time
• Use the same feature names you see in Channable
• Be specific about the area you're working in (like Imports, Shopify, Google Shopping)
• Describe what you want to achieve, especially for rules questions