Help from people who built it.
We are a small team. You get an answer from someone who can change the product, not a ticket number.
Three ways to get help
Ask our own AI
The assistant on this site answers from the same facts the docs are written from. No signup.
Ask the AIWrite to us
A real person reads it. Include your workspace name and what you were doing.
Email supportHow we answer
A person reads every email and answers it. Anything that stops customers reaching you — a line not ringing, a channel gone silent — comes first.
There is no support tier to buy and no contractual response time. We are not big enough to promise one, and we would rather say that than print a number we might miss.
contact@denku.io
Things that most often go wrong
The phone network takes a minute or two to publish a new number before calls can reach it. Nothing is lost — the number stays yours and starts answering the moment the carrier finishes. If it is still silent after ten minutes, write to us.
Almost always the number format. Your carrier must send the caller and called numbers in full international format. Check the prefixes in your carrier panel, and that the SIP server is a numeric IP address rather than a hostname.
The widget only runs on the domains you listed when you installed it, and an empty list refuses everywhere. Add every address the site is served from, including the builder preview domain on Shopify, Wix or Squarespace.
Check the forwarding rule is switched on and confirmed at your mail host — Gmail asks for a confirmation. Remember that forwarding brings nothing from before you switched it on, so send a fresh test message from another account.
Either the workspace has no chat plan, or the bot is not assigned to an AI employee. Both are shown on the channel's own page in your dashboard.
That is the design — it never invents an answer. Fill in the Knowledge section for the employee, or upload a price list or services page, and it will answer those itself instead of turning them into requests for you.
Billing, usage and every past invoice are in Settings → Billing. If a figure looks wrong, send us the invoice reference and we will explain exactly how it was calculated.
Is it down?
There is no public status page yet. If Denku is not answering for you, write to us and say so — that is the fastest signal we get, and we will tell you what we find.
Tell us what happened
Your workspace name, the channel, and roughly when. That is usually enough for us to find it in the logs.
Email support