You can hear from Cosmos, and reach Cosmos, in three ways: through the in-platform chat, through email, and through automated notifications. They serve different purposes, but together they keep a single record of everything related to your matter.

The chat is the best place to ask anything, send documents, and get answers. Messages there go straight to the team, and the whole conversation history stays in one thread, so you never have to repeat yourself. Fin, our AI assistant, often answers common questions instantly, and anything Fin cannot resolve is passed to a member of the team. See Getting help from Cosmos.

You will receive emails from Cosmos for things that travel out of the platform, such as formal documents, signed records, billing receipts, and important notifications. You can also reply to most of these emails, and the reply will reach the team and be linked back to your matter.

Some communication is automated: reminders before a deadline, an update when something on your matter moves, a billing receipt when a payment is made. These are designed to be brief and useful, not noisy. See When you will hear from Cosmos automatically.

The team works Monday to Friday, 9am to 6pm Gulf Standard Time. Messages that arrive outside those hours are safe and in the queue, and Fin may be able to help in the meantime. We aim to reply to every message that needs a person within one working day, and usually sooner.

If a matter is genuinely time-sensitive, say so plainly at the start of your message and explain the deadline. We treat urgency seriously when it is flagged clearly; flagged urgency moves faster than unflagged urgency.

The reason all of this comes together is to keep your dealings with Cosmos in a single record. Whoever picks up your question can see the full history, and nothing is lost across separate inboxes or threads. This matters most when something important happens: every conversation that led up to it is there.