# Getting started with Support - Docs

**Product tours is in private alpha**

Product Tours is currently in private alpha. [Share your thoughts](https://app.posthog.com/external_surveys/019af5f5-a50e-0000-b10f-e8c30c0b73a0) and we'll reach out with early access.

**Currently only available on the web. Requires `posthog-js` >= v1.324.0.**

## Enable Support

Support is enabled via the Support product settings. Once enabled, the `posthog.conversations` API becomes available (if you have `posthog-js` installed).

### How to enable

1.  Go to **Support** in PostHog and click **Settings**
2.  Click **Enable conversations** – this enables the conversations API
3.  To show the chat widget, go to **In-app widget** section and enable it
4.  Configure your greeting message, button color, and other settings
5.  Save your settings

If you enabled the widget, it will appear on your site for users to start conversations.

**Building a custom UI?**

To use just the API without the default widget, skip step 3.

[Configure widget settings](/docs/support/widget.md)

## Test the widget

Once enabled, visit your site and look for the chat button in the bottom-right corner.

1.  Click the chat button to open the widget
2.  Enter your name and email (if required)
3.  Send a test message
4.  Check your PostHog inbox to see the ticket

The widget automatically captures:

-   **Session ID** - Links to events and exceptions from the user's session
-   **Session Replay ID** - Links to the user's [session recording](/docs/session-replay.md) if replay is enabled
-   **Current URL** - The page they were on
-   **User identity** - If they're identified via [`posthog.identify()`](/docs/product-analytics/identify.md)

## Connect Slack

Connect your Slack workspace to turn Slack messages into support tickets. The **SupportHog** bot enables two-way sync — messages in Slack create tickets, and your replies in PostHog are posted back to the Slack thread.

Three ways to create tickets from Slack:

1.  **Support channel** — every message in a dedicated channel becomes a ticket
2.  **Bot mention** — `@SupportHog` in any channel
3.  **Emoji reaction** — react with a configurable emoji (default `:ticket:`)

[Set up Slack integration](/docs/support/slack.md)

## View and respond to tickets

All tickets appear in the Support inbox within PostHog.

### What you'll see for each ticket

-   **Chat thread** - The conversation with the customer
-   **Session recording** - Watch what the user was doing (if available)
-   **Recent events** - Events from around when they submitted
-   **Exceptions** - Any errors from their session
-   **Previous tickets** - Other conversations with this user

This context helps you understand and resolve issues faster.

[Learn about the inbox](/docs/support/inbox.md)

## Automate with Workflows

Use [Workflows](/docs/workflows.md) to automate ticket management. Support emits events that trigger workflows, and workflow actions can update tickets automatically. For example:

-   **Set SLAs** — automatically set a 4-hour SLA on widget tickets and 24-hour SLA on Slack tickets
-   **Auto-assign** — route tickets to different teams based on channel or customer domain
-   **Status automation** — move tickets to Pending after a team reply, reopen when a customer replies
-   **Tagging** — auto-tag tickets based on customer email domain for prioritization
-   **Escalation** — set tight SLAs and assign to senior support for high-priority tickets

[See all workflow examples](/docs/support/workflows.md)

## Build a custom UI

Don't want to use the default widget? Use the JavaScript API to build your own support experience.

JavaScript

PostHog AI

```javascript
// Check if conversations are available
if (posthog.conversations.isAvailable()) {
  // Send a message
  const response = await posthog.conversations.sendMessage(
    'Hello, I need help!',
    { name: 'John', email: 'john@example.com' }
  )
  // Fetch messages
  const messages = await posthog.conversations.getMessages()
}
```

The API gives you full control over the UI while PostHog handles the backend.

[Explore the JavaScript API](/docs/support/javascript-api.md)

## Free during alpha

Support is completely free while in alpha. No usage limits, no credit card required.

We'll introduce pricing once we're out of alpha – we'll give you plenty of notice before that happens.

---

That's it! You're ready to start helping your users.

[Configure your widget](/docs/support/widget.md)

1/7

[**Enable Support** ***Required***](#quest-item-enable-support)[**Test the widget** ***Recommended***](#quest-item-test-the-widget)[**Connect Slack** ***Optional***](#quest-item-connect-slack)[**View and respond to tickets** ***Required***](#quest-item-view-and-respond-to-tickets)[**Automate with Workflows** ***Optional***](#quest-item-automate-with-workflows)[**Build a custom UI** ***Optional***](#quest-item-build-a-custom-ui)[**Free during alpha** ***No cost***](#quest-item-free-during-alpha)

**Enable Support**

***Required***

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