As a Handshake AI Fellow, you’ll use a few different tools and platforms as you move through onboarding, training, and project work. We know questions come up, so we’ve put together a simple guide to help you figure out the fastest way to get support.
Before submitting a ticket, check your project materials, onboarding guides, and FAQs. Most common questions are answered there, and you'll often get a faster answer than waiting for a response from the team.
When to contact Handshake AI Support
Reach out to the Handshake AI Fellow Experience team for help with:
- Onboarding questions
- Trouble accessing practice tasks or viewing assigned projects
- Issues with the Handshake annotation platform
- Project invites, timelines, or questions about which project you're staffed to
- Time tracking
- Missing or delayed payments after hours are logged
- Eligibility questions
How to contact support
Make sure you're logged into Handshake before reaching out so your account information is accessible to the team.
- Open the support chat. Click your profile picture in the upper-right corner of any Handshake page, then select Contact Support from the dropdown. The Handshake Digital Assistant window will open directly in Handshake.
- Start your conversation. Your email and user type are pre-filled — click Submit, then type your question. The more specific you are, the more accurate the chatbot's response will be. For tips on getting the most out of the chatbot, see Best Practices: Leveraging the Help Center Chatbot.
- Escalate if needed. If the suggested articles don't resolve your issue, you'll be asked whether you'd like to connect with a specialist. If you confirm, a support ticket is automatically generated and your chat transcript is sent to the team. You'll receive a copy of the transcript via email once your ticket is submitted. For more on how tickets are handled, see Handshake Support Ticket Urgency and Classification.
Tips for faster resolutions
- Be specific when describing your issue — include relevant details like your project name, the action you were trying to take, and any error messages you saw.
- For guidance on writing support tickets that get resolved quickly, see How to Get Support Tickets Resolved ASAP.
- To track the status of your submitted tickets, visit the Handshake Requests page.
- To get notified about planned maintenance or system issues, subscribe to updates on the Handshake Status page.
Support interaction policy
Handshake strives to provide the safest environment for our users and employees while engaging in any conversation on our platform or vendor tools we use to service our customers. We require consensuality when interacting with our team members, meaning that conversations must remain professionally relevant and contribute to our community in a constructive manner.
We require that every user be civil and respectful as they interact with our team. If any of our employees wish to terminate the consensual conversation due to abusive behavior, they may do without penalty or fear of retribution.
Handshake does not tolerate abuse of its employees: We do not allow profanity, bullying, harassment, unwanted advances, threats, violence, intimidation, prejudice, retaliation, discriminating, dehumanizing, or hateful language/action against individuals working for or on behalf of Handshake.