Human support

Support keeps a person who needs a person inside your app. Nobody starts over in an email or waits on a phone line: Rendel hands the conversation to your team with what was already said, your team answers from the console, and the reply arrives on the same screens. Turn on human support sets it up.

How someone reaches your team

• They ask. "I want to talk to a person" goes to your team at once, in English or Turkish, before the model and before any limit. A message that only sounds frustrated does not: Rendel offers your team instead.
• Rendel offers. When it cannot answer, an action has failed twice, or someone says twice that this is not what they asked, the contact block leads with your team. One tap hands them over. You can turn this off, and turn on an offer after a thumbs-down.
• Your app opens it. Rendel.openSupport opens the same page from your own "Contact us", on Flutter and the web.

Someone who got there by mistake goes back to the assistant with one tap. Your phone, email and help page channels stay available beside your team.

While they wait

People are told the truth about when you will answer. The line comes from your hours and the reply time you set: "The team is here and usually replies in about 15 minutes", or when you are back and how the reply will reach them. If the wait runs past your promise, the line says it is busier than usual.

The reply reaches them on the page if it is open, by push if the app can send one, and by email if they gave an address. Someone with neither is asked for an address after their first message, so a reply never disappears. Email comes from your own domain if you verified one under Settings → Channels, and otherwise from Rendel's address in your team's name. Until a person confirms their address, those emails carry no message text.

What your team sees

Each conversation opens with a short summary, the last messages with Rendel, the screen the person was on and how sure you can be of who they are (Verified, Claimed or Anonymous). Personal values are masked, and only the teammate the conversation is assigned to can show one. Every Show is recorded.

What your team can send

More than words, so most things are sorted in one reply:

• A card or a screen from your app: the order tracker, the right settings page.
• A read from their account, for the actions you marked. It runs with the person's own token or on their device, while their app is open, and they see a line saying so.
• A change to confirm, for the write actions you marked. Your team fills it in, and nothing changes until the person taps Confirm on their own phone.
• A draft. Draft and Prepare ask Rendel to write the reply or find the cards. Your team reads it and sends it.
• A note only your team sees, and saved replies for what they write every day.

Rendel never writes to the person in Support. A person answers a person.

Back to Rendel

When it is sorted, your team hands the conversation back and the assistant picks up, knowing what happened. A conversation with no reply closes by itself after three days, and writing again reopens it. For a week after, the assistant shows a way back to the same person.

When messages run out

Support stays open. People can still reach your team and your team's replies are free, while Draft, Prepare and reads from an account stop until there are messages again. See When usage is paused.

Which builds get it

Support reaches people on an SDK version that reports the support capability. Everyone else keeps your contact channels exactly as they were, so you can turn it on before your users update.