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Documentation Index

Fetch the complete documentation index at: https://docs.digifist.com/llms.txt

Use this file to discover all available pages before exploring further.

This section covers everything you need when something is not working as expected — from self-service troubleshooting guides for the most common issues to direct support contact and escalation paths for confirmed bugs or service disruptions. Start with the troubleshooting guides. Most issues have a documented resolution path that is faster than waiting for a support response. If the guides do not resolve the issue, the debugging section explains how to use Nightwatch to gather the log context that will accelerate the support process.

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Guides in this section

Debugging

Using Nightwatch to trace errors, inspect job execution, and gather log context for support escalation.

Template Rejection

Diagnosing and resolving Meta template rejections and paused templates.

Catalog Sync Errors

Resolving FAILED product sync status, image format failures, and Meta Catalog token issues.

Message Delivery

Diagnosing failed message sends — consent errors, missing calling codes, and credit failures.

Widget Not Displaying

Fixing Inbox and Back-in-Stock widgets that are not appearing on your storefront.

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Contacting support

Galantis support is available through two channels:
  • In-app support chat — accessible from the Galantis dashboard. The fastest path for questions and configuration help.
  • Email — for issues that require file attachments, log exports, or detailed written context.
When contacting support, include:
  • Your tenant workspace URL
  • The feature and specific action that is failing
  • Steps to reproduce the issue
  • Any error messages visible in the Galantis interface
  • Nightwatch log links if available — see Debugging
The more context you provide upfront, the faster the issue can be triaged and escalated if needed.

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Response times

PriorityDefinitionTarget response
CriticalService outage — platform unavailable or all messaging stopped< 2 hours
HighFeature broken — a specific feature is non-functional< 8 hours
NormalQuestions, configuration help, non-urgent issues< 24 hours
Response time targets apply during standard business hours. Critical issues with confirmed service outage receive escalated attention outside business hours.

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Escalation process

Support requests follow a standard escalation path:
1

Support agent triage

A support agent reviews the reported issue, attempts to reproduce it using the provided context, and determines whether it can be resolved through configuration guidance or requires engineering involvement.
2

Engineering escalation

Confirmed bugs — issues that cannot be resolved through configuration and represent unexpected platform behavior — are escalated to the engineering team with the full reproduction context.
3

Fix and resolution

Engineering determines the appropriate resolution path — hotfix for critical issues, scheduled fix for lower-severity bugs. The merchant is notified of the fix timeline and informed when the resolution is deployed.

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Before contacting support

Run through the relevant troubleshooting guide first — the most common issues have documented resolution paths that do not require a support ticket. If the guide does not resolve the issue, open Nightwatch and capture the relevant log trace before reaching out. A support ticket with a Nightwatch link and a clear reproduction path is triaged significantly faster than one without.