At Coassemble, we aim to provide you with the fastest, most effective support possible. To do this, we use an AI-first support model. This allows us to give you immediate answers to common questions and technical troubleshooting without the wait times of a traditional help desk.

At Coassemble, we aim to provide you with the fastest, most effective support possible. To do this, we use an **AI-first support model**. This allows us to give you immediate answers to common questions and technical troubleshooting without the wait times of a traditional help desk.

The quickest way to get an answer is through our AI support assistant. Access this assistant by clicking **Get help** in your Workspace and then **Ask us**. 

* **Immediate Troubleshooting:** Our AI is trained on our entire knowledge base and can guide you through feature setups, technical glitches, or "how-to" questions instantly.
* **24/7 Availability:** Since the AI doesn't sleep, you can get help even when our human team is offline.

## When to loop in a human

While our AI is powerful, we know that some things require a human touch. You can ask the AI to loop in a team member if:

* **You've discovered a bug:** If something isn't working as intended, let the AI know. It will gather the necessary details and flag it for our technical team.
* **Enterprise Solutions:** If you want to discuss scaling your training with an Enterprise plan, just ask to contact **Sales**.
* **Complex Issues:** If the AI can't find the right solution for you, it will automatically offer to escalate your ticket to our support staff.

## Our team & time zones

The majority of the Coassemble team is based in **Australia**.

Because we are a small, focused team working across global time zones, we may not always be able to respond to escalated tickets immediately. However, please rest assured that we see every message. We monitor all escalated tickets closely and will get back to you via email as soon as our team is back online. We appreciate your patience!

## Quick support

To help us solve your issue quickly, please include the following when chatting with our AI or team:

* As much detail as you can provide about what you are trying to achieve. This may include URLs, course names, screen titles, etc.
* The specific page or URL where the issue occurred
* Any additional information. We may ask you via email to send through screenshots or additional screen recordings to help us troubleshoot. 

## **Checking Coassemble's service status during an incident or outage**

We know how important it is to keep your learning experiences running smoothly, so if something seems off, we want to make sure you have the right information quickly.

### **Check our status page first**

If you're experiencing unexpected behaviour in Coassemble, the best first step is to visit our status page at [status.coassemble.com](https://status.coassemble.com). This page gives you a real-time view of how our platform is performing, including the Course Builder, API, and other key services.

You'll see one of the following statuses for each service:

* **Operational** — Everything is running as expected.
* **Degraded** — The service is available but may be slower or partially affected.
* **Outage** — The service is currently unavailable.

We update this page as soon as we're aware of an issue, so it's always the most up-to-date source of information.

### **Stay in the loop with status updates**

You can subscribe to receive automatic updates whenever an incident is reported or resolved. Just click **Get updates** on the status page and choose how you'd like to be notified. You can subscribe to specific components; this is helpful if you only want to be informed about the specific server your solution is setup with. For example, if you are a partner who has an embedded solution on the European server, you would select eu.coassemble.com and subscribe to that component. 

**Still need help?**

If the status page shows everything is operational but you're still running into trouble, or if your issue isn't reflected there, reach out to us at [gday@coassemble.com](mailto:gday@coassemble.com) and we'll look into it for you.

Getting help: How Coassemble support works

Release notes

General

Getting started: Common questions

What is a collection?

How to log in to your account

What is a screen?

What tone should I select?

Coassemble terminology explained

How do I sign up for a Coassemble account?

Can I use Coassemble as an LMS?

What file types can I transform into a course?

Accessing the login page

Getting to know your Coassemble workspace

Build the business case for Coassemble

What is Coassemble?

Getting started

Connecting to Google Drive or OneDrive

Convert a presentation into an online course

Your knowledge

Configuring your email preferences

Folders

Transfer ownership of your workspace

Common questions: Workspaces

Organizing courses with folders

How to delete a creator

Managing account, workspace, and billing settings

Creators

Your workspace & settings

Brand kit: A complete guide

Managing logos

Managing and defaulting themes

Creating and configuring themes

How to upload custom fonts in Coassemble

Asset library

Brand voice

How to save a legacy course theme

Transitioning to Brand kit for legacy users

Brand kit: Saving pre-existing themes

Brand kit for users on Free

How to apply Brand voice when generating courses

Using the Brand kit

How to edit video details

Brand kit

Creating courses from scratch

Coassemble's AI

Transforming a document to a course

Common questions: Course creation

Upload your videos to your course

How do I create a course?

Videos

AI image generation

Deleting courses

Generate a screen with AI

Refine with AI

Translations

Screens

Difference between transforming a document and converting a presentation

Generate a course with AI

Narration

The Finish screen

Enforce completion of videos

Images

Publishing

Loom integration

Customizing course appearance with Themes

How to preview and review a course

Managing and editing your course

Duplicating courses

Which screen should I use?

The Quiz screen

Create & customize

How Coassemble tracks unique anonymous users

Template links

How to import a course from a template link

How to share your courses

Sharing courses with Slack

Collections

SCORM packages and translations

Exporting courses as SCORM

Common questions: Sharing

Email invitations

Can I add my courses to another platform?

Sharing course links & invitations

Sharing

Analyzing course-level Insights

Analyzing Collection-level Insights

Tracking content performance with Insights

Link Insights

Sentiment

SCORM usage

Common questions: Insights

How to filter Course insights by date range

Course insights

Detailed Quiz results

Insights

Token usage

How do I upgrade from the free plan?

Team plan

Logging in with Microsoft

Free Plan

Payments, billing, and subscriptions

Enterprise plan

Plans and advanced features

Explore best practices for sharing your knowledge.

Assessment: Best practice for quizzes

Accessibility

Coassemble is WCAG 2.2 Level AA Conformant

Best practices

Why isn't my Embed screen working?

Where is the learner dashboard?

SCORM files not loading

What do I do if there is a bug?

SCORM session errors on Apple devices

Common questions: Troubleshooting

Requesting a password reset link

Setting a new password

How to change or reset your password

How do I ask learners to provide a longer typed response to a question?

Troubleshooting

Coassemble's approach to AI

AI & data security

SOC 2 compliance

How do I remove a creator's access to Coassemble?

Data security & AI

YouTube

Notion

Vimeo

Unsplash

Arcade

Hubspot

Docebo

aNewSpring

360Learning

Connections & Integrations

Headless course creation – Q&A

Security questions

Headless course creation

Guide

Support.coassemble.com

Getting help: How Coassemble support works

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