How we communicate (ClickUp, email, calls)
How Chykalophia communicates with clients — which channels we use, when to use each one, and how to get the fastest response.
- Difficulty
- Beginner
Good communication is what keeps a project running smoothly. This guide explains the channels we use, when to use each one, and how to get the fastest possible response.
Quick summary
We use ClickUp for all project work and email for everything else. Video or phone calls are scheduled as needed for discussions that benefit from real-time conversation. All formal requests and decisions should be in writing.
Our communication channels
ClickUp — for project work
ClickUp is our primary project management tool and the best place for anything related to your active project. Use it to:
- Leave feedback on designs or deliverables
- Ask questions about a specific task
- Request changes to in-progress work
- Track the status of your project
- Submit approvals
We'll share a ClickUp workspace with you at the start of your project. Everything related to your project lives there.
Email — for general support
Email support@chykalophia.com for:
- Support requests and bug reports
- Questions not tied to a specific task
- Billing and invoice questions
- Anything you'd send to us before you have ClickUp access
We monitor this inbox during business hours and respond within our standard response windows. See Our response times & support hours.
Video or phone calls — for complex discussions
Some conversations are faster and clearer when held in real time. We use video calls (typically Google Meet or Zoom) for:
- Kickoff meetings at the start of a project
- Design review walkthroughs
- Complex feedback sessions where back-and-forth is faster than writing
- Strategy or planning conversations
To schedule a call, request one in ClickUp or by email and we'll find a time that works.
Calls don't replace written records
If an important decision is made on a call, we'll follow up in writing — in ClickUp or email — to confirm what was agreed. If you make a significant decision verbally, please confirm it in writing too. This protects both sides.
What not to use
| Channel | Why to avoid it for project work |
|---|---|
| Text / SMS | Not tracked, easy to miss, no paper trail |
| WhatsApp or iMessage | Same as above |
| Social media DMs | Inconsistently monitored, not logged |
| Personal email addresses | Bypasses the team, creates silos |
These channels are fine for casual personal conversation. For anything project-related or support-related, stick to ClickUp or email.
Tips for communicating effectively
- One topic per message — separate requests are easier to process than one long message with many questions.
- Be specific — "the button on the contact page isn't working on mobile" is better than "something looks off."
- Consolidate feedback — gather all your notes before sending rather than sending multiple partial messages.
- Put URGENT in the subject when it's truly urgent — don't use it for routine requests, or it loses meaning.
Common questions
I sent an email but haven't heard back. What should I do?
Check our response time guidelines in Our response times & support hours. If you're within the expected window, we're working on it. If you've passed the expected window, a single polite follow-up is completely appropriate.
Can I contact my project lead on their personal number or social media?
We ask that you use ClickUp or email for all project communication. This ensures your requests are tracked and seen by the right people — including when your project lead is unavailable.
How do I get ClickUp access?
We'll send you an invite at the start of your project. If you haven't received one, email support@chykalophia.com and we'll send it right away.
What if I prefer to communicate by phone?
We're happy to schedule calls when they add value. For support and change requests, we still ask you to follow up in writing so there's a clear record. This protects your project just as much as ours.
Related guides
- Our response times & support hours
- Who to contact for what
- How to request new work or changes
- How to report a problem with your site
- Working with us in ClickUp
Need a hand?
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Who to contact for what
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