When Avvi says your request has been sent to the support team, that request goes to a mailbox your own organisation configured. It reaches your internal IT team, or the outside provider that manages your Microsoft 365.

The wording reads as though it went to the people who make Avvi. It did not.

Knowing that changes who you chase when nothing comes back, and stops people waiting on a company that never received it.

How it works

Your organisation sets one address for these requests. Everything escalated from a conversation goes there.

Avvi never shows you that address. The confirmation says the request was sent, without naming where.

The reply you get comes from whoever monitors that mailbox, on their own schedule. Avvi does not answer it.

Where your organisation has not set an address, Avvi tells you it could not send the request. Nothing is sent in that case, so contact your administrator directly.

Good to know

The request carries what you were trying to do and why, as you described it. Being specific when you ask is what makes it useful at the other end.

How quickly it is picked up is up to them rather than to Avvi, and Avvi cannot tell you when that will be.

What to do next

Ask Avvi to pass your request on, and say what you were trying to do and why you need it.

If you have heard nothing and it is urgent, contact your IT team the way you normally would and mention that you also asked through Avvi.

If Avvi says support is not configured for your organisation, contact them directly, because nothing was sent.

FAQ

Q: Does this reach the makers of Avvi?

A: No. It reaches the mailbox your own organisation configured.

Q: Can I see the address it went to?

A: No. Avvi confirms the request was sent without naming the destination.

Q: How long should I wait?

A: There is no set time. Nobody answers instantly, and the schedule is your IT team’s rather than Avvi’s.

Related pages

Avvi says support is not configured covers what to do when the request has nowhere to go.