Sumoling88Q: Agency Questions for Live Chat, CNAME, Add-ons, API, and analytics before REFUND WINDOW EXPIRES..
Hi there,
1) Why is Live Chat support with you guys not part of the deal? You pulled the rug out from us when you first came out and I doubt that anyone wants this happening, AGAIN.
2) The ability to use CNAME doesn't work, so when is this going to be fixed? Should've been ready to use upon purchase.
3) In the Add-ons section you guys completely pay walled it making it impossible to add custom offers and to ONLY use your support services. When are you updating this to allow people to have their own add-ons with the OPTION to use your other services?
4) Why is analytics not part of the deal as an agency? Google analytics is free.
5) Now that you're promoting agency, I don't see API access here to perform integrations and I wanted to know why not?
6) When are you going to properly add the above mentioned in the deal features?
Sheen_AppMySite
Mar 10, 2025A: Hi there,
Thank you for reaching out.
We have answered your questions below –
1. We made Live Chat available in a different support plan to better manage the quality of support we’re able to offer. At the moment, Live chat is currently available to all users, but this may change later. We assure you that if you need support, you can always log a ticket. Our average resolution times have improved drastically.
2. We understand you’re having issues with setting up your custom CNAME. We request you to leave a ticket with our support team. Your issue would be resolved promptly.
3. We currently don’t let agency owners create their custom add-ons. We have passed on your feedback to the senior development team. It would also help if you log this feature request on our Updates portal (link below). Requests that gather traction make their way to our product roadmap.
https://updates.appmysite.com/ideas/en
4. Features like Analytics, Chat, Rich notifications, etc carry a significant ongoing cost, which is why it’s not possible for us to offer them on a lifetime basis.
5. We don’t currently offer API integration with our Agency product. We understand this feature is important to you. You can add this as a feature request on our Updates portal.
Please feel free to reach out for more questions.
Gonna have to spread this out since appsumo doesn't let us respond all at one time when we comment.
1. This doesn't explain removing Live Chat support that was available when you started and removing it after the appsumo deal was over, clearly deceptive as many people have felt and told you for years. Also confirming that Live Chat isn't and was never available as well and the fact that you think musical chairs with support is optional after what you did before is crazy.
2. It's interesting that you said to leave a ticket and get one response a day or more rather than going to Live Chat that you claimed was available, but let's chalk it up to you forgetting while writing. A ticket was made over a week ago but even worst is that you didn't mention that CNAME isn't available yet and it has to be manually activated right now. See deceptive compared to staff responseS
3. Someone else mentioned this before about you asking everyone to suggest features that you gave us ZERO access to and made us pay for and now you want me to help you charge us some more for while you still have terrible customer support... I'm good!
4. This doesn't seem to be a thing or much less a problem when you integrate a free service using Google's API access for analytics. In my experience, I haven't found a single company that doesn't provide analytics. You don't even have api access for us but I'm sure you'd pay wall that too.
5. You don't offer integrations or API access in any capacity. Please be clear when mentioning anything about your product.