Support & Resources

This page connects you to support channels, guides, and documentation to help you find answers quickly and stay confident throughout your journey.

Getting Help

You can reach our team through multiple channels depending on your needs. We aim to respond quickly and make sure you always know who to contact.

Type of Support	Best For	How to Reach Us	Typical Response
Technical Support	Integrations, delivery issues, QA	[e-mail]	Same day

⚙️ If you’re unsure who to contact, email [e-mail] — we’ll route it to the right person.

Key Resources

Resource	Description	Link
Brand Asset Submission Form	Upload your logo, links, and message examples	Check your email for the link.
Help Center	How-to articles, FAQs, and setup guides	support.nativemsg.com
Compliance Overview	Everything you need for registration and brand setup	Read Guide →
Training Videos	Short video walkthroughs	Watch Videos →

💡 We recommend starting with the Message Templates and Compliance Overview guides if you’re new to messaging campaigns.

Escalation & Priorities

We classify issues by priority to ensure the fastest possible resolution.

Priority	Example	Response Time
🔴 Critical	Outage, delivery failure, or blocked campaign	< 4 hours
🟠 High	Setup blockers, compliance rejections	< 1 business day
🟡 Medium	Configuration or training questions	1–2 business days
🟢 Low	General guidance or feedback	2–3 business days

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✅ Pre-Submission Quick Review

Before submitting your campaign, confirm:

• Brand and campaign info match your website and documents
• Opt-in, STOP, and HELP flows tested
• All links live and load quickly
• No shortened or third-party links
• Sample messages reviewed and approved
• Campaign description matches use case

✅ If all boxes are checked, your submission is ready for carrier approval.

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Community and Education 🚧

We love sharing what works. Join our community and learn from other nativeMsg users and our Customer Success team. (Currently under construction. Let your account manager know if you're interested in courses and certification to be considered for our beta group.)

Coming Soon

• Monthly live training webinars
• Quarterly “What’s New at nativeMsg” sessions
• Invite-only customer roundtables
• Newsletter: Best practices & product updates

Our Promise

Your success is our top priority. We’re committed to making onboarding clear, efficient, and transparent. If you ever feel lost or need extra help, reach out — we’ll respond and adjust together.