What it does
The Help entry in the sidebar (app and Help Desk alike) opens a panel with two tabs. Chat answers your question instantly from this documentation: it finds the most relevant passages, writes a two-to-five-sentence answer from them and nothing else, and names its source under every answer ("Source: SiteVault backups → How to") so you can read the full page. Contact & requests is the classic form, plus the list of requests you have already sent us.
Be clear about what the chat is: it is not a live agent. The line at the top says it plainly — answers instantly from our docs · a person replies within a business day. When the docs do not cover your question it says so instead of guessing, and Ask a person is always one click away.
How to
- Click Help in the sidebar. The panel opens on Chat with three suggested questions about the page you are on — click one, or type your own. Enter sends, Shift+Enter adds a line, Esc closes the panel.
- Read the answer and its source links (they open the docs page in a new tab). Use 👍 / 👎 under an answer — thumbs-down answers are reviewed every week and turn into documentation fixes.
- For a question about your own account — "why is my backup failing?", "what is the status of request #12?", "how many credits do I have left?" — tick Deep answer before sending. The assistant may then read your own sites' health, latest restore points, open incidents, help desk requests and credit balance for that one question. It costs 1 AI credit (the same as a diagnosis) and is refunded automatically if the answer fails.
- Not answered, or you need a human? Click Ask a person, add a note if you like, and send. You get a request number right away; the whole chat transcript and the page you were on travel with it, and the person's reply appears in the same chat panel (and in your inbox) — usually within a business day.
Limits & defaults
| Setting | Default |
|---|---|
| Cost of a chat answer | 0 AI credits — retrieval plus a small model, never charged |
| Cost of a deep answer | 1 AI credit per question, opt-in each time; refunded if the answer fails. Unavailable at 0 credits (top up or upgrade from Settings → AI usage) |
| Questions per day | 200 per agency — a person can still help after that |
| What the assistant may read | Only this documentation (plus, for a deep answer, read-only facts about your own organization — never another agency's) |
| Human reply time | Within a business day; the request shows in Contact & requests and in the chat |
| Who can use it | Every role, including viewer |
Troubleshooting
"I don't have a good answer for that in the docs"
The passages the assistant found were not close enough to your question. Rephrase using the product's own words (the page name, the button label), or use Ask a person — your question is logged either way and unanswered questions feed the documentation backlog.
The Deep answer box is greyed out
Your agency has no AI credits left this cycle. AI credits explains the allowance, when it resets and how to top up. Ordinary chat answers keep working.
I sent a question to a person — where is the reply?
Keep the Help panel open and it appears in the chat as soon as someone replies; it is also emailed to you with a link to the request. The Contact & requests tab lists every request you have sent.
Can the assistant see my clients' data?
Not unless you tick Deep answer, and then only your own organization's data, read-only, for that single question — see Security & data.