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Maple

    Getting Started

    Need Help?

    Support resources, contact options, and how to handle urgent issues.

    Contacting Support

    We’re here to help! Here’s how to reach us:

    • Email: hello@maple.inc
    • Text or call: +1 (929) 543-0229
    • In-app chat: In app.maple.inc, click Get Help at the bottom of the sidebar, then Start New Chat. On most pages you can also open it from the chat button in the bottom-right corner. The Get Help page also lists the support phone number and email.
    • Help Center: docs.maple.inc

    Support hours: 24/7

    Languages: English, Español, 中文, 粵語

    Reach out any time, day or night. We aim to respond to every support question within 24 hours — and usually much sooner.

    When you reach out, leave a voicemail or send a message describing your issue and the steps you’ve already taken, so we can help you faster.

    Response Times

    Write to us when you can. Chats, texts, and emails come through exactly as you wrote them, so they resolve faster; details given over the phone are easier to get wrong.

    Channel Typical response Best for
    In-app chat 2–5 minutes Most questions — the recommended channel
    SMS / text 2–5 minutes Quick issues when you’re away from the dashboard
    Email Under 1 hour Detailed requests, screenshots, and attachments
    Phone Under 1 day Only when you can’t write — slowest to resolve

    Tips for a Faster Resolution

    • Include your full name, business, and location in your first message.
    • Save a Maple Support contact in your phone so you never have to look up the number.
    • Start with a support channel above. Contacting someone else at Maple about a technical issue adds hours to your resolution time.
    • Put the word “Urgent” in your message if it’s an emergency. Bugs and urgent issues are flagged and escalated to engineering and management automatically.

    Urgent Issues — How to Pause or Adjust Your Agent

    If something isn’t working as expected and you need to act quickly — like orders printing incorrectly, the agent behaving unexpectedly, or any other urgent issue — you have a couple of options to get things under control.

    Option 1 — Disable Call Forwarding

    The quickest way to pause Maple entirely is to disable call forwarding directly from your restaurant’s main phone:

    1. Pick up your restaurant’s main phone
    2. Dial *73
    3. Wait for a confirmation tone and hang up

    Your calls will immediately return to your normal phone line as if Maple was never there. When you’re ready to turn Maple back on, just dial *72 followed by your Maple agent number.

    Option 2 — Adjust Your Agent Without Turning It Off

    If you’d prefer to keep Maple answering calls but need to limit what it does, you can make quick adjustments directly from your dashboard under AI Agents:

    1. Enable Ring Staff First: 

    Go to AI Agents → Call Handling → Ring Staff First and toggle it on. Calls will ring your staff first — Maple only takes over if no one answers.

    2. Turn off order taking: 

    Go to AI Agents → Orders and toggle off → Pickup Orders, Scheduled Orders, and any delivery options. 

    This stops the agent from accepting new orders while still answering calls.

    3. Update your welcome message: 

    Go to AI Agents → Message and update the welcome message to something like:

    “Thank you for calling [Restaurant Name]! We’re unable to take phone orders right now, but our team is here at the restaurant to help you. You can also order online at [your website]. We’ll be back to normal shortly!”

    This keeps your customers informed and gives them an alternative while you sort things out — without having to turn everything off completely.

    All of these changes take effect immediately and can be reversed just as quickly. 

    Your dashboard is always there for you — nothing is permanent, and everything is adjustable.