Ask the help assistant a question

The Ask tab in the Help panel answers questions about using SteadyState Crew, using only the published help articles, and can open a support ticket for you when it cannot help.

Before you start

You must be signed in to the console. The Ask tab appears only when the assistant is turned on; if you do not see it, use Search or Contact support in the same panel.

Steps

1. Select ? (Help) in the console header, then the Ask tab.

2. Type your question in Your question and select Send. Ask one thing at a time, in English or Spanish; the answer comes in the language of the question.

3. Read the answer. Under it, Sources lists the help articles it came from. Select one to read the whole article.

4. Answer Did this answer help? with Yes or No. A No tells the support team the answer missed.

5. To reach a person at any time, select Talk to a person. It opens Contact support in the same panel.

What the assistant can and cannot do

• It answers only from the published help articles. When they do not cover your question, it says so instead of guessing, and suggests articles that may help.
• It cannot change your account, your bookings, your prices or your settings. When you ask it to do something, it tells you where to do it yourself.
• It can make mistakes. Check the linked article before you change something that affects money or customers.
• Before your question is stored or sent to the AI model, card numbers, access tokens, private links from our emails, recovery codes, email addresses and phone numbers are replaced with placeholders. Names and street addresses are not removed, so leave them out of your question.
• Questions and answers are deleted 90 days after the last message of the conversation.

What happens next

When the assistant cannot answer, refuses, hits an error, gets a No, or you ask about the same thing several times, it usually opens a ticket for the support team and shows its number. The ticket holds your questions and the assistant's answers (with the same placeholders), the articles it looked at, the page you were on, your language and a short summary of what you wanted. The support team replies to the email address of your account within two business days. A ticket keeps its own copy of the conversation (with the same placeholders) for two years, then it is deleted.

If something goes wrong

• "The assistant is resting for now." The monthly limit was reached. Use Search or Talk to a person.
• "Let's pause for a few minutes." The assistant could not help with your last few questions. Try again in 15 minutes, or talk to a person now.

Support reads each ticket with an AI assistant that drafts a reply from the help articles. For how-to questions, the reply may arrive automatically, with links to the articles it used. Anything about billing, accounts, security or privacy is answered by a person. Either way, you get a reply within two business days. If you reply to the email, your message reaches a person.

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