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Contact FirstSales

Contact FirstSales: write to a person, get a real answer.

Email is our main support channel and the fastest way to get help. Write to the support address for product, billing and security questions, or to the partnerships address for affiliate and reseller talks. Every message is read by the team and sorted by priority, from a platform-wide outage down to a how-to question.

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  • 01

    Support, billing and security: firstsales@support.communicate.so

  • 02

    Partnerships: partnerships@firstsales.io

  • 03

    Monday to Friday, excluding major public holidays

  • 04

    Response goals from 4 business hours to 3 business days

Where to write

Four kinds of message, two addresses.

Support, billing and security all go to the support address, so one team sees them and sorts them by priority. Partnership talks go to their own inbox, so they never wait behind a support ticket.

  • Product support

    Questions about setup, campaigns, mailboxes, deliverability or anything that is not working as you expect. Include your account email and what you were doing.

    firstsales@support.communicate.so

    Suggested subject: Support:

    Email support

  • Billing and refunds

    Subscriptions, invoices, credits and refund requests. Add your account email and the invoice details. The refund policy explains what is eligible and how refunds are processed.

    firstsales@support.communicate.so

    Suggested subject: Billing:

    Email billing

  • Security and abuse

    A security vulnerability, suspected account abuse or misuse of the platform. Put "Security" or "Abuse" in the subject line so the report reaches the team quickly.

    firstsales@support.communicate.so

    Suggested subject: Security:

    Report an issue

  • Partnerships

    Affiliate, reseller and partnership enquiries. This is a separate inbox from support, read by the people who handle partner programs.

    partnerships@firstsales.io

    Suggested subject: Partnership:

    Email partnerships

Already a customer?

You can also use the in-app help widget inside your dashboard. It reaches the same support team, and you can write without leaving the screen you have a question about.

Why requests stall

Most slow answers come from three small, fixable things.

None of them is your fault, and all of them are easy to avoid once you know about them. This page is set up so each one is easy to get right.

A message without the details

"It is not working" starts a round of questions before anyone can help. Which account, which feature, what you expected and what happened lets the team skip straight to the answer.

The wrong inbox

A partnership idea sent to support, or a broken campaign sent to partnerships, has to be forwarded before anyone acts on it. Two addresses with clear jobs keep each message on the shortest path.

No sense of urgency

A whole team blocked by an outage and a question about a setting should not wait in the same line. Saying how much is broken helps the team place your message at the right priority.

What to expect

Every request is sorted by priority, then answered in that order.

These are the response-time goals the support team works to. They are goals, not contractual guarantees, and they count business time.

PriorityWhat it coversResponse goal
CriticalA platform-wide outage or data lossWithin 4 business hours
HighA core feature is broken with no workaroundWithin 1 business day
NormalConfiguration, deliverability and billing questionsWithin 2 business days
LowHow-to questions, feedback and non-urgent requestsWithin 3 business days

Support hours

Monday to Friday, excluding major public holidays

The support policy sets out what is and is not covered. A message with clear details is easier to place at the right priority, so the guide below covers what to include.

From your messageto a useful reply

What happens to a support request, step by step, and what you can do at each step to make it faster.

  1. Choose

    Pick the address that fits

    Start with what the message is about. Product questions, billing, refunds and security reports all go to the support address. Affiliate, reseller and partnership enquiries go to the partnerships address. A short prefix in the subject line, such as Billing or Security, helps the team see what kind of message it is before opening it. If you are not sure, the support address is the safe default.

    • Support address. Product, billing, refunds and security.
    • Partnerships address. Affiliates, resellers and partners.
    • Subject prefix. Billing, Security or Abuse up front.
  2. Write

    Give the four details that matter

    The fastest fixes start with four things: your account email, the feature or workflow you were using, what you expected to happen, and what actually happened. With those, the team can find your account, open the right screen and see the gap between the two. Without them, the first reply is usually a list of questions. A screenshot of the screen you were on can help too.

    • Account email. So the team can find your workspace.
    • Feature or workflow. Campaign, mailbox, Inbox, billing and so on.
    • Expected and actual. The gap the team needs to close.
  3. Triage

    The team sets a priority

    Each request gets one of four priority levels. Critical covers a platform-wide outage or data loss, with a goal of a response within 4 business hours. High covers a core feature broken with no workaround, within 1 business day. Normal covers configuration, deliverability and billing questions, within 2 business days. Low covers how-to questions and feedback, within 3 business days.

    • Four levels. Critical, High, Normal and Low.
    • Business time. Monday to Friday, outside major holidays.
    • Goals, not guarantees. Stated plainly in the support policy.
  4. In the app

    Or ask from the dashboard

    If you already use FirstSales, the in-app help widget sits inside your dashboard. You can write from the screen you have a question about, and the message reaches the same support team as an email would, with the same priority levels. It is handy for quick questions while you set up a campaign or a mailbox.

    • Same team. Widget and email reach the same people.
    • Right where you are. Ask without leaving the screen.
    • Same priorities. Sorted the same way as email.
How support works

What you can count on when you write to us.

Plain rules, written down, so you know what happens after you press send.

  • A person reads it

    Messages to the support address go to the FirstSales support team. Clear details let them find your account and look at the problem directly.

  • Sorted by priority

    Every request gets one of four priority levels, from Critical to Low. Outages and data loss go to the front of the line, how-to questions follow.

  • Response goals in writing

    Each priority has a response goal, from 4 business hours for Critical to 3 business days for Low. They are goals, not contractual guarantees.

  • Help inside the app

    Customers can use the help widget in the dashboard. It reaches the same team, so you do not need to switch to your email client.

  • One address for most things

    Support, billing, refunds and security reports all go to the same support address. You do not need to work out which department to write to.

  • A separate partner inbox

    Affiliate, reseller and partnership enquiries have their own address, so they reach the right people and never queue behind support tickets.

Writing a good request

How to get the answer on the first reply.

Short, practical tips from the people who answer the support inbox.

  1. 01

    One issue per message

    If you have two unrelated problems, send two messages. Each one can then get its own priority and its own answer, and a quick fix is not held up by a slow one.

  2. 02

    Say how much is broken

    Tell us whether the whole team is blocked, one campaign is stuck, or you just want to know how something works. That one sentence is what decides the priority level.

  3. 03

    For deliverability, name the mailbox

    If the question is about sending, warm-up or bounces, include the mailbox address and its domain. The team can then open that mailbox's health checks and warm-up status directly.

  4. 04

    For billing, add the invoice

    For subscription, invoice, credit or refund questions, include your account email and the invoice details. The refund policy explains what is eligible, so it is worth a read first.

  5. 05

    For security, keep it private

    Send vulnerability or abuse reports to the support address with Security or Abuse in the subject, and describe the steps to reproduce. Please do not post the details anywhere public first.

  6. 06

    Check what changed

    If something looks different from last week, the changelog may already explain it. If it does not, tell us: a change that surprised you is one we should have explained.

  7. 07

    Reply in the same thread

    When the team answers, reply in that thread rather than starting a new one. The history stays in one place, and nobody has to ask for the same details twice.

Before you press send

A ten-point check for a fast answer

You do not need all ten every time. The more that apply, the faster the team can help.

  • I am writing to the right address for this kind of message.
  • The subject line says what it is about, such as Billing or Security.
  • I have included my account email.
  • I have named the feature or workflow I was using.
  • I have said what I expected to happen.
  • I have said what actually happened instead.
  • I have said how much is blocked: the whole team, one campaign or nothing urgent.
  • For a mailbox question, I have included the mailbox address and domain.
  • For a billing question, I have included the invoice details.
  • This message covers one issue, not several.
“One of the biggest pains in cold email is making sure that you have your DNS setup correctly. Firstsales has created a system to make sure you have done this correctly.”
Mike OTrustpilot review · Trustpilot
What people say

From people who use it

Real words from real users. No paid reviews.

“One of the best email outreach tools I have ever seen in my 9 years of business experience. It has solved the problem of email outreach for my cold emails.”

Santhosh K.

Founder and CEO, small business

G2

“If you are looking to fix your sales pipeline, you should definitely try [it]. My open rate has increased drastically. The UI and UX are easy to understand, even for a beginner like me.”

Pooja Dhole

@ThisIsPoojaD

X

“I have always struggled in cold outreach. However, Firstsales has provided an excellent tool for cold outreach.”

Kaushal S.

Founder, small business

G2
Read all reviews

Related pages

Questions,answered plainly.

Can’t find yours? Write to us.

01What is the best way to contact FirstSales?

Email is our main support channel and the fastest way to get help. Write to firstsales@support.communicate.so with a clear description of your question or issue. Customers can also use the in-app help widget inside the dashboard.

02When is support available?

The support team works Monday to Friday, excluding major public holidays. Response goals count business time, so a message sent on a weekend is counted from the next business day.

03How quickly will I get a reply?

It depends on the priority. The goals are within 4 business hours for Critical, 1 business day for High, 2 business days for Normal and 3 business days for Low. These are response-time goals, not contractual guarantees.

04Where do I send billing or refund questions?

Send them to firstsales@support.communicate.so with your account email and the invoice details. The refund policy explains what is eligible and how refunds are processed.

05How do I report a security issue?

Email firstsales@support.communicate.so with "Security" in the subject line and the details of what you found. For suspected account abuse or misuse of the platform, use "Abuse" in the subject.

06Who do I contact about partnerships or reselling?

Write to partnerships@firstsales.io. It is a separate inbox for affiliate, reseller and partnership enquiries, so those talks do not wait behind support tickets.

07What should I include in a support message?

Your account email, the feature or workflow you were using, what you expected to happen and what actually happened. Clear details help the team set the right priority and reply with a fix instead of more questions.

08Can I talk to someone before I sign up?

Yes. Write to firstsales@support.communicate.so with your question. You can also start the 3-day trial for $1 and see the real app for yourself, then ask the team about anything you find there.

09My emails are not sending. What should I check first?

Open the mailbox in the app and look at its health grade and daily limit. A new mailbox may still be in its 21-day warm-up, which keeps volume low on purpose. Then check the DNS result shown when you connected the domain. If all of that looks fine, write to support with the mailbox address and the campaign name.

10A draft said something I would never say. Who do I tell?

Fix it once for every future draft by adding a rule in AI Instructions, then edit or reject that draft in the review queue. If the same mistake keeps coming back after you add a rule, send support the draft and the rule you wrote, so the team can look at why it was missed.

11Something changed in the app. Is it a bug?

Check the changelog first. It lists updates as they ship, tagged New, Improvement or Fix, and the same notes show inside the app. If the change you see is not in the changelog, tell support. A change nobody wrote up is something the team wants to know about.

12Where do developers get help with the API or CLI?

Start with the docs at developer.firstsales.io. They cover the public REST API, the Developer API, the firstsales CLI and the MCP servers. If something in the docs does not match what you see, email firstsales@support.communicate.so with the request you sent and the response you got back, without your API key.

13A contact asked to stop getting emails. What do I do?

Mark them as opted out. FirstSales then keeps them out of every campaign in your account, not only the one they answered, and follow-ups to them stop. If you are unsure whether an opt-out was recorded, send support the contact email and the team will check.

14What should I never send to support?

Never send passwords, API keys or mailbox app passwords by email, even to support. The account email, the campaign or mailbox name and what you expected to happen are enough to start. If any message asking for a password or key reaches you, report it to support with "Security" in the subject line.

15How do I leave feedback or ask for a feature?

Email firstsales@support.communicate.so and describe the job you were trying to get done, not only the button you wanted. Knowing the goal helps the team judge what to build. When a request ships, it shows up in the changelog.

Outreach that keeps going after you log off.Leads, emails, follow-ups and replies, handled.

Connect unlimited mailboxes and let AI agents find leads, write each email and follow up. Or send your own templates in manual mode. From $29/mo.

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Install with AI

Your coding agent sets up the FirstSales CLI and skills for you.

Prompt for Claude Code

I'm setting up FirstSales (https://firstsales.io), an AI outbound sales platform: campaigns, contacts, a reply inbox, deliverability and lead signals. Help me get my workspace sending real, good emails end to end, from Claude Code.

Read these first so you know how FirstSales works:
- Developer docs and API: https://developer.firstsales.io
- CLI: https://www.npmjs.com/package/@firstsales.io/cli
- Skills for coding agents: https://github.com/firstsalesio/firstsales-skills (read README.md and GUIDE.md)

Setup
1. Install the CLI: npm install -g @firstsales.io/cli
2. Install the FirstSales skills:
   claude plugin marketplace add firstsalesio/firstsales-skills
   claude plugin install firstsales@firstsales
3. Ask me if I already have a FirstSales account. If not, send me to https://app.firstsales.io to sign up.
4. Ask me to create an API key under Settings → API → API Keys, with only the scopes we need.
   Never ask me to paste the key into this chat. Tell me to run this in my own terminal, so the key stays hidden:
   read -rs FS_KEY && firstsales auth login --api-key "$FS_KEY"; unset FS_KEY
5. Run `firstsales whoami` and tell me which workspace and organisation we are connected to.

Then ask me about my business: what I sell, who I sell to (roles, company size, countries), my best customers, and what I use today for outbound (tools, lists, mailboxes). Walk me through:
1. Teaching FirstSales my business: website, offer, proof points and case studies in the knowledge base, so the AI writes like someone who knows the product.
2. Connecting my sending mailboxes and checking my sending domain: SPF, DKIM, DMARC and warm-up. If anything is unhealthy, tell me the exact DNS record to add.
3. Bringing in contacts: import my CSV or CRM export into a clean list, remove duplicates and bad emails, and block domains I must never email (customers, competitors, my own).
4. Building my first campaign: the right list, senders, steps and timing. Write the sequence with me, show me the drafts, and do not launch until I say yes.
5. Setting up Signals if it fits: find people engaging with LinkedIn posts about topics my buyers care about, and turn them into leads.
6. Inviting my team and giving each person the right access.

Once campaigns run, show me how to work the reply inbox from here: which replies need an answer, draft responses in my voice, and move good conversations into deals. If I use Cal.com, connect it so follow-ups can offer my booking link (not the first email).

Throughout, as you learn about my business, proactively suggest and help create:
- Reply templates for the questions and objections my prospects are likely to raise, based on my product, site and codebase if you can see them.
- Campaign ideas and segments worth testing, with the reason for each.

Safety rules:
- Show every change as a dry run (--dry-run) first and wait for my yes. Never send emails, launch campaigns or delete anything without my yes.
- Tell me before anything that spends credits, and how many.

Be opinionated. If the docs give a sensible default, just use it. Don't make me choose between five options.
Developer docs ↗npm: @firstsales.io/cli ↗GitHub: firstsales-skills ↗