Claygent Issues: Slow Response Time and Support Concerns | Clay

Claygent Issues: Slow Response Time and Support Concerns

Hey support team, two things - i'm having issues with Claygent (tried both Claygent Neon and GPT-4o mini). I'm using a prompt from the library with no modifications whatsover. Usually it works perfectly fine. Is it just me or a global issue? Secondly - i think that 3 hours to first response is a very poor target for such a mission critical tool as Clay. I've been waiting for more than 3 hours already, so even such a low target wasn't met. We're paying $350 a month, which is not bad for SaaS. And with your latest round of financing creating better customer experience should be on your priorities list.

13 comments

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👋 Hey there! Our support team has got your message - we'll be back in touch within 24 hours (often sooner!). If you haven't already, please include the URL of your table in this thread so that we can help you as quickly as possible!
Vadim G.
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lol, i shouldn't be complaining about 3 hours in the app. Now it's 24 hrs here already
James Z.
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Bro no tool in saas gives 24hr customer support for $400 / mo. You're barely paying for the server space.
Muhammad S.
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that server space cracked me up.
Channeled
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Hi Vadim G.! This thread was recently closed by our Support team. If you have a moment, please share your feedback:
Channeled
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Thanks! We've reopened this thread. You can continue to add more detail directly in this thread.
Channeled
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Thanks! We've reopened this thread. You can continue to add more detail directly in this thread.
Vadim G.
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this is probably the most ridiculous thread with support that i ever had )) closing without even acknowledging that it was read. classic.
Bo (.
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Hey there! First off, I want to sincerely apologize for the wait and the frustration it’s caused. I’ve just replied to you directly in the Intercom thread to make sure everything is properly addressed. Regarding Claygent, you’re not alone—there has been a known issue impacting certain prompts, including the ones from the library. We’re actively working on a fix and should have it resolved soon. As for the response times, I completely understand your concerns. You’re absolutely right—3 hours is far from ideal, especially for a mission-critical tool like Clay. We’re continuously working to improve our response times, and customer experience is definitely a priority as we scale. Your feedback is incredibly valuable, and I’ll make sure it’s shared with the team. Thanks again for your patience, and I’ll keep you updated on both issues. If there’s anything else you need in the meantime, please let me know!
Vadim G.
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James Z. and no bro, i have so many examples even from my own martech stack where support does it for less money: expandi, smartlead, justcall - everywhere i have much faster responses. Not to mention that we are a SaaS ourself and i would be ashamed to close a thread without responding into it.
Vadim G.
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thanks Bo (., yes, let's close the thread here and move to intercom. I was just looking for a response and wasn't really patient
Bo (.
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Totally get it ! Sorry again Vadim :)
Channeled
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Hi Vadim G.! This thread was recently closed by our Support team. If you have a moment, please share your feedback: