> ## Documentation Index
> Fetch the complete documentation index at: https://docs.burthq.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to get help with Burt

We're a small team and we read every email. If something isn't working, tell us. We'll fix it.

## Contact

Email **[founders@burthq.com](mailto:founders@burthq.com)** for any issue, question, or feedback. We respond to all messages within one business day, usually faster.

For urgent production issues affecting your team's ability to operate, put **URGENT** in the subject line.

## What to include when reporting an issue

The more of this you include, the faster we can help:

* Your organization name as it appears in your Burt dashboard
* A description of what you were trying to do and what happened instead
* The agent or workflow involved, if applicable
* The approximate time the issue occurred (with timezone)
* A screenshot or short screen recording, if relevant
* Your browser and operating system, for dashboard issues

## Common questions

### Burt didn't respond when I @mentioned it in Microsoft Teams

Burt only responds to messages that match an enabled trigger on one of your configured agents. Check that:

1. The agent you want to handle this message has the **Teams mention** trigger enabled in your dashboard at [dashboard.burthq.com/agents](https://dashboard.burthq.com/agents).
2. Your Microsoft Teams tenant is connected to your Burt organization. If Burt replies with a "your organization hasn't been onboarded" card, click **Set up your team** to link your tenant.
3. The message contains an explicit `@Burt` mention. Burt does not respond to channel messages that don't @-mention it directly.

If all three look correct and Burt still doesn't respond, email us with the channel name and the time of the message.

### A Burt agent did the wrong thing

Click the **View run** link in Burt's reply (or open the agent run from [dashboard.burthq.com/agent-runs](https://dashboard.burthq.com/agent-runs)) to see exactly what Burt looked at and what it decided.

For urgent corrections, like Burt sending a wrong status to a customer, email us immediately and include the run ID from the **View run** link. We review every report and use it to refine the agent.

### How do I stop an agent that's currently running?

Open the agent run from [dashboard.burthq.com/agent-runs](https://dashboard.burthq.com/agent-runs) and click **Cancel** on the run detail page. The workflow will be canceled and any in-flight tool calls will be allowed to finish gracefully.

### My Microsoft Teams tenant is linked to the wrong Burt organization

Send Burt the message `Login` in any chat where it's installed. Burt will guide you through reconnecting your tenant to a different Burt account.

### How do I disconnect Burt from my Microsoft Teams tenant?

Your tenant administrator can uninstall Burt from the Teams admin center. Burt will stop responding to messages immediately, and the connection between your Teams tenant and your Burt organization will be removed within 24 hours.

### Where can I see the status of Burt's services?

If you suspect a broader outage, email us. We'll confirm and give you an ETA. We do not currently maintain a public status page.

## Reporting a security issue

If you believe you've found a security vulnerability in Burt, please email **[founders@burthq.com](mailto:founders@burthq.com)** with the subject line **Security Disclosure** and a description of the issue. Do not disclose the vulnerability publicly until we've had a reasonable opportunity to investigate and respond. We will acknowledge receipt within one business day.

## Requesting a feature

Email **[founders@burthq.com](mailto:founders@burthq.com)** with **Feature Request** in the subject line and a description of what you'd like Burt to do and why. We track requests and prioritize based on customer impact.

## Hours

Email support is monitored seven days a week. Response times are best during US business hours (9am to 6pm Eastern, Monday through Friday). Outside those hours, we respond to urgent issues only.