Turn on human support
Let people reach your team inside the app. Seats, roles, which actions your team may use, and a ready paragraph for your privacy policy.
Human support is switched on in the console. Your code only needs this prompt if your app has its own "Contact us".
Your app has its own Contact us, or does not sign identities yet.
Connect our own "Contact us" to Rendel (rendel.ai) Support in this project. I am the developer and I am asking for this. Find the "Contact us" in the app. On tap call `Rendel.openSupport(context)` in Flutter, `Rendel.openSupport()` on the web. Show the unread count on it: `Rendel.supportUnread` in Flutter, `Rendel.on("unread", …)` on the web. If sign-in does not pass `userHmac` to Rendel.identify yet, tell me: our server must sign the user id, and the secret must never be in the app. How it works: https://rendel.ai/docs/tasks/turn-on-human-support Build the app and run its tests, then tell me which files you changed.
Paste into your coding agent, opened in your project. Works in Claude Code, Cursor, Codex, Windsurf, GitHub Copilot and Gemini CLI.
What the agent will do
- Point your own "Contact us" at
openSupport, and show the team's unread count on it. - Sign the user id on your server and pass it as
userHmac, if your app has sign-in and does not yet.
How to check it worked
On the test key, tap your "Contact us" and write something, then answer in Support. The reply appears in the app.
Reference: what it writes
TextButton(onPressed: () => Rendel.openSupport(context), child: const Text('Contact us'));contactUs.addEventListener("click", () => Rendel.openSupport());Steps
- Give someone a seat. Invite the people who will answer with the Customer support role, under Organization settings › Members & roles. To answer yourself as an owner or admin, press I reply in Support on the Support page.
- Turn it on. Under Settings → Support, turn on People can write to your team in the app.
- Set your promise. Choose your hours, your time zone and how fast you usually reply. Every sentence a person reads about waiting comes from these.
- Choose when Rendel offers your team. Someone who asks for a person always reaches you. When Rendel can't help is on by default; After someone rates an answer down is off.
- Try it. On the Test page, ask to talk to a person, then answer in Support. The conversation stays on the test key, marked Test.
Seats
A seat is someone who can answer in Support: everyone in the Customer support role, and an owner or admin who replies. Pilot and Starter include 1, Growth 3 and Scale 5; Enterprise is by contract. Another seat is $19 a month, or $209 a year, under Organization settings › Plan & usage. Your team's replies are free. A draft, a read from an account and Prepare count as messages.
Which actions your team may use
Nothing is on until you mark it. On the Actions page, each action says what your team may do with it under In Support:
- Reads: let your team check this in Support. Only reads that run with the person's own token, or on their device, qualify, because those answer for that person alone.
- Writes: let your team send this as a card. Your team picks the values from the conversation, and nothing changes until the person taps Confirm. An action that cannot be undone is marked separately.
Start with what your team is asked about most, such as an order's status. Under Settings → Support, choose what a person is told when your team reads their account: Tell them it happened, Ask them first or Never.
For your privacy policy
Your privacy policy should say that people on your team can read these conversations. This paragraph is ready to use; change the words in brackets:
When you ask to talk to a person in [your app], our support team reads your conversation with the assistant and replies to you in the app. To help you, they may look at information in your account, and we tell you when they do. If you give us an email address for this conversation, we use it only to reply to you about it. Our provider, Rendel, stores these conversations for us in the EU, for [your retention period].
Turning Support off stops new conversations and brings your contact channels back; conversations already open stay in Support for your team to read.