Two support relationships exist inside Lameda, and they solve completely different problems. Getting them mixed up is a common early confusion worth clearing up.
Handoffs: you supporting your customer
A Handoff happens when your assistant flags one specific customer conversation for a human, either because the assistant was not confident enough to answer on its own, or because the customer directly asked to speak to a person. It shows up in your dashboard’s Handoffs section, and it is you, or a team member with the right permissions, who steps in and replies.
- Scope: one customer, one conversation.
- Who acts: you or your Team.
- Example: a customer wants a custom bulk order priced outside your standard catalogue.
Lameda support: Lameda supporting you
Lameda support is for problems with the platform itself: your account, your billing, a feature not behaving as expected, or a question about how something in the dashboard works. This is not routed through Handoffs at all; it goes directly to the Lameda team at onboarding@lameda.com.ng.
- Scope: your account or the platform.
- Who acts: the Lameda team.
- Example: your Billing page shows an incorrect renewal date, or a channel connection stopped working.
Why keeping them separate matters
Handoffs are meant to move fast, since a customer is mid-conversation and waiting on you. Platform issues are a different kind of problem and deserve a direct line to the people who built the system, rather than getting tangled into a live sales conversation. Keeping the two apart means neither one waits behind the other.