Where do I find support?
The quickest way to get support is to message us directly from your Fay provider portal.
Look for the Fay icon in the bottom-right corner of the pages where you’re most likely to need support, including your home dashboard, patient panel, payouts, chart notes, and settings pages. You can also email [email protected].
Note: The [email protected] email is no longer monitored.
What happens when I reach out?
Our AI assistant will respond first. It’s trained on the same knowledge and workflows our Provider Support team uses, which means most questions can get an answer in under two minutes, any time of day.
If the AI assistant can’t resolve your question, it will escalate your conversation to a Provider Support Specialist. Everything you’ve already shared will be passed along, so you won’t need to start over.
A Specialist will typically get back to you within one business day, and often much sooner. You'll get an email when a Specialist replies, so you don't need to keep the portal open.
How can I get my question answered as quickly as possible?
A few tips can help us get you the right answer faster:
Start with your full question. Tell us what you need help with rather than starting with “human,” “agent,” or “escalate.” You can always ask for a Provider Support Specialist, but sharing your question first gives the Specialist the context they need and can help you get an answer faster.
Share as much context as you can. Include relevant details, screenshots, error messages, or examples when possible. The AI assistant may be able to resolve your question right away — and if a Specialist needs to step in, everything you share will be passed along to them.
Keep your question in the same conversation. If you have more information or a follow-up about the same issue, reply in the existing conversation rather than starting a new one. This keeps all the context together and makes it easier for us to help.
What can the AI assistant help with?
You can ask about:
Payouts and rates
Insurance and state eligibility
Calendar and scheduling questions
Questions your patients ask you
ROI forms
Your provider profile
and more!
The AI assistant can also help take care of certain tasks directly, including:
Updating your contact information
Troubleshooting a chart note that won't close, or other tech issues you run into
Confirming which states you can see patients in
What if I just need to talk to a person?
Just ask. You can request a Provider Support Specialist at any time, just make sure you have asked your question!
The AI assistant will also escalate your conversation automatically if it can’t resolve your question or if your issue is sensitive and should be handled by a person.
Provider Support Specialists are available Monday through Friday. If you reach out on a weekend, the AI assistant is still available to help immediately. If specialist support is needed, a team member will follow up the next business day.