Driver support, every layer. Pick what you use.

Everything a driver uses to reach Monta: self-help in the app, chat with our team across multiple channels, Monta AI in chat, and AI driver call support on the phone. All included with every Monta operator subscription. The only paid layer is adding Monta humans to the phone hotline.

AI driver call support is Monta’s award-nominated phone AI. It speaks all languages in the markets Monta operates in and holds natural language conversations with drivers, at no cost on the AI-only tier. Learn more and even test it here.

Most driver support is included with every Monta operator subscription: self-help, chat, Monta AI, AI driver call support on the phone. The only paid layer is adding Monta’s human team to the phone hotline, priced per charge point per month, flat. No per-call, per-minute, or seat fees. Specific pricing in the commercial offer because it depends on network size, geography, and language requirements.

First-line support is handled by a dedicated specialist team we work closely with, while our core support operations sit in-house across Barcelona, Copenhagen, and Miami. Anything first-line can’t resolve is routed to our in-house second-line team, letting us scale efficiently while keeping every interaction at Monta’s quality standard.

• AI driver call support: 11+ languages live in all markets.
• Monta AI in-app chat: 72 languages live in all markets.
• Human team: 24/7 in English, 90%+ in German/French. Some agents also speak Dutch, Spanish, and Danish, though 24/7 native coverage in those languages is harder to guarantee. If 24/7 native human coverage in a specific language is critical to your business, raise it in the commercial conversation. We can likely support it.

• In-app chat with AI, escalating to human
• Phone to the AI driver support number, escalating to a human agent
• Contact form https://support.monta.com/hc/en-us/requests
• Email support@monta.com
• Help centre chat on the website https://monta.com/help

Operators can also print their own phone number on QR stickers and route it through Monta’s infrastructure if they want drivers to see their brand on the call.

Public charging help is open to any caller, no verification needed. This covers start/stop a session, troubleshoot a faulty charger, cable guidance, payment help and receipts, and finding a nearby alternative on the same network.

For home account help, setup on the caller’s own charger, or anything tied to a private account, the AI verifies the caller by their registered Monta phone number first. With verification, the AI also helps with step-by-step setup and configuration (SmartCharge, charging rules, tariffs, household sharing), account and app help, teams, and subscriptions. Verification protects driver privacy and prevents bad actors from changing settings on someone else’s charger.

Yes. Every driver support call generates a full transcript, with categories, subcategories, and a summary, visible to your team in Monta. Unresolved calls automatically create an alert in your network view, attached to the specific charge point, with the diagnosis and the conversation transcript. You can review every call, audit the AI’s accuracy, and feed your own corrections back into the loop. Transcripts and resolution reports are also available via API.

Yes. Driver support tickets, alerts, transcripts, and resolution status are available via Monta’s API and webhook events. Operators integrate these into their own third-party tools through the API.

No. Many of Monta’s enterprise operators keep their own customer support team and use Monta’s AI as the layer that handles the routine tickets first. The AI resolves the high-volume basic requests (offline charge point, stuck cable, payment failure, password reset, vehicle identification) so your existing team focuses on the cases that need human judgment, including account changes, fraud, and complex billing disputes. You choose whether your team sits behind the AI as second-line, or whether Monta’s team does.

Yes, though scope varies by operator. Common elements: AI and human agents responding in your brand name, your own phone number printed on QR stickers and routed through Monta’s infrastructure, and your brand throughout the app, chat, and email when you white-label the driver app. Specific scope is set in the commercial agreement.