Support Chat & Escalation

What is it?

The support chat is the fastest way to get help: you ask your question, and an AI assistant answers — usually right away, based on this help documentation. If the assistant can't or isn't allowed to help itself, it hands the request over to a human from our team. The entire history carries over, so no one has to ask their question twice.

You'll find it as a chat-bubble icon in the header — top right, next to search. Clicking it opens support as a panel on the right edge; you don't have to leave the page you're working on to use it. If you'd rather browse the docs yourself or look something up, the same content is searchable in the Help Center.

How to use it

Open support: Click the chat-bubble icon in the header. You'll see your previous requests.
Ask a question: Click "New request" and describe your issue. The assistant searches the help docs and replies with the matching section.
Follow up: If the answer isn't enough, just keep writing in the same thread. The assistant knows the request's history, so "and how do I delete it again?" works without restating the whole question. For a different issue, open a new request — there it starts without the old history.
Closing: Once your issue is resolved, you can close the request with "Close".
Request a human: Write "talk to a human" — the request is immediately handed over to the team.

What the assistant can access

So it can not only explain in general but also look things up concretely ("is my project X running?", "which station is free?", "why isn't my webhook arriving?"), the assistant is allowed read-only access to your organization:

Domain data: Projects, test runs, stations, test objects, nonconformances, inventory, and calibration status.
Settings: which features are enabled, which webhooks and API access are configured, and whether they last worked.
Audit log: who last changed what — this answers most "it stopped working since yesterday" questions without needing to ask.

The following always applies:

Only your organization. The assistant technically cannot see any other customer's data — the organization is fixed for the entire session and can't be changed by a question or a trick.
No secrets. It never sees webhook signing secrets, API keys, or tokens — it only knows their names and identifiers. So it couldn't name such a secret even if asked to.
Its own role, always the same. The assistant works with its own role. It doesn't depend on who's asking: as an admin, you see no more through the assistant than a colleague with viewer permissions — and no less either way. Beyond reading, it has a narrowly scoped ability to create things (see below) — it can't change or delete anything, and it never touches organization settings (webhooks, roles, feature flags).
Traceable. Which queries it made is shown on the respective chat message and in the audit log (actor type Agent).

What the assistant can create — always with your confirmation first

On request, the assistant can propose creating a test station, a test object, a piece of equipment, or a customer — for test stations, test objects, and equipment, including a matching type, if none exists yet. For example: "create a new test station of type tensile tester" or "create a new customer Acme Inc."

If you name the property fields you want when creating a new type (e.g. "...of the new type tensile tester, with serial number and calibration interval in months"), the assistant creates them as real, typed fields on the type — not just as free text in the description. You can later add to or change these fields as usual in Settings under "Types".

If you ask for several tasks in one message (e.g. "create the station types A and B"), the assistant proposes a separate card for each task — you confirm or decline each one individually.

Here's how that works:

Nothing happens automatically. Each proposal appears as its own card in the chat with the concrete details (name, type, status, properties if any) and two buttons, Confirm and Decline. Only clicking "Confirm" actually writes anything — until then, nothing changes, and the other cards from the same message are unaffected.
A proposal expires once you keep writing. If you reply about something else instead, all still-open cards from that request are treated as stale and can no longer be confirmed (they then show "No longer current") — the assistant will make fresh proposals if needed.
This is traceable too. A confirmed action shows up in the audit log as actor type Agent, on behalf of you as the person who confirmed it.
Everything else the assistant cannot create, change, or delete — for that, use the app as usual.

When a human automatically takes over

The assistant escalates on its own when:

you explicitly ask for a human;
it concerns contracts, billing, data deletion, or legal matters — such topics are always decided by a human, never by the assistant alone;
it finds no matching basis in the help docs (in that case it doesn't guess, it honestly hands over).

What happens after the handover

Once a request goes to our team, we reply by email — to the address on your account. Please reply directly to that email; further correspondence happens there.

The handed-over request in the chat is then closed: you can no longer write in it. That's intentional — a message there would no longer reach our team, since the case now lives in our ticketing system. The history remains visible for reference.

You can open a new request at any time: just start a new one. That's the right way to raise a different topic — not by following up in the handed-over request.

The assistant sometimes reaches out on its own

If your organization's setup isn't finished yet, the assistant can proactively open a request and offer to help with the next step. This happens at most once — you can simply reply or close the request.

Common issues

"The assistant doesn't understand my question." Phrase it with concrete terms (e.g., "API key", "calibration", "webhook"). If that doesn't help, request a human.
"I can no longer write anything in my request." Then it was handed over to our team. The reply comes by email — please reply to that. For a different topic, open a new request.
"No more replies are coming in the chat." After the handover, we reply by email, not in the chat. Check the inbox of the address you're logged in with (including the spam folder).
"My request is closed, but I have another question." A closed request no longer accepts new messages — just open a new one.
"I don't see a colleague's request." Everyone only sees their own support requests. That's intentional: histories can contain personal information.
"The Confirm button on a proposal is gone, I only see 'No longer current'." You kept writing after the proposal instead of confirming or declining it, so it's now considered stale. Just describe what you need again — the assistant will make a new proposal.
Transparency: Every automatic action by the assistant is logged (actor type Agent, see the "audit-log" help page) and attributable to a human.