Help & support

Choose how you would like to get help. We support customers and everyone exploring Épica Audio.

About the Épica agent

The agent is an automated helper for epicaaudio.com. It is not a human. It uses a language model plus our own instructions and tools so answers can stay aligned with your account and the live catalog when you are signed in.

Model

Conversations are generated with Claude Sonnet 4.5 (Anthropic). The site uses the same id everywhere (API and UI): anthropic/claude-sonnet-4.5. Change it only in @/lib/chat/chatAgentModel.

Initial context (what the server sends)

You only type messages in the chat box. On every request, our API adds a system prompt the model never shows you. It includes Épica company and support details, an overview of plugins and bundles, payment and region notes, and strict rules (for example: be brief, do not invent prices, escalate to support@epicaaudio.com when needed). It also includes a second block that reflects your current browser session: whether you are signed in to an Épica account (with a short server-side snapshot) or a guest, so the agent should not claim to see orders or licenses unless you are logged in.

Capabilities

  • Live catalog (products) — The model can call a tool to search and read current product data (names, slugs, prices, availability, and related fields) instead of guessing.
  • Your orders and licenses — When you are signed in in this browser, the model can call tools to load your recent orders and your licenses for this site only. It cannot see other people’s data or your email/password.
  • Short answers — Instructions require very compact replies (with a hard character limit in the 200 range). The goal is a quick nudge, not a long essay. Ask a follow-up or use email for long or sensitive issues.
  • Limits — The agent is not presales engineering support for every edge case, and it may direct you to support@epicaaudio.com or to your account pages when that is more reliable.

How to use it

Open the chat below, type a question, and press Enter to send. If you need order or license help from your account, sign in on this site in the same browser first. For anything the agent cannot resolve, or for official follow-up, write to support@epicaaudio.com.

FAQ

Sample questions and answers for layout and testing — not final support text.

How do I install an Épica plugin?

Lorem: download the installer from your account after purchase, run it, and rescan plug-ins in your DAW. (Mock copy — add OS-specific steps here.)

Can I try plugins before I buy?

Lorem: trials are available for eligible products. Visit the product page and use the trial option when signed in. (Mock copy.)

Where do I download my purchase?

Lorem: go to your profile and open Downloads or order history. (Mock copy — link to the real help article later.)

What payment methods are supported?

Lorem: we support major cards and other methods depending on your region. (Mock copy — align with the live store page.)

I can’t find or activate my license. What should I do?

Lorem: check the email used at checkout, then try activating from your account. (Mock copy — route complex cases to support@epicaaudio.com.)

Are Épica plugins compatible with my DAW?

Lorem: we target common formats (e.g. VST, AU) on supported systems; always verify the product page. (Mock copy.)

What the agent can help with

  • Products and pricing

    Plugins, bundles, and what each product does — with live data from the store when available.

  • Your account (signed in)

    Recent orders and license information tied to your Épica account on this site.

  • Store and checkout

    Currencies, payment options, and how purchasing works in your region.

  • Support topics

    Installation, activation, trials, downloads, and common DAW or license issues; complex cases go to our team by email.

Chat with the agent

Same agent as the floating button on other pages, with a fresh conversation for this help page. Type a message and press Enter to send.

Épica agent

Catalog, pricing, store questions, and account data when you are signed in — with live data from our systems.

Model: anthropic/claude-sonnet-4.5