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Human support

When someone needs a person, your team answers inside your app.

Customers who need a person stay in your app instead of starting over by email or phone. Rendel, the AI assistant inside your mobile app and website, hands the conversation to your team with a summary of what they need, and your reply arrives on the same screen as words, your app’s own cards or a change they confirm.

Try the consoleBook a Demo

Halden’s console, an invented store with Rendel running. Yours for two hours, no sign-up.

One conversation, on both sides

What your customer writes in your app, and what your team sees in the console, as it happens.

The problem

Needing a person usually means leaving your app and starting over.

Your assistant handles the easy questions. The hard ones go to a phone number, an email form or a messaging app, and the customer explains everything again to someone who saw none of it.

They leave your app to get help.

A help link opens an email form, a phone line or a messaging app, and whatever the customer was doing in your app stays behind.

Your agent starts from zero.

The first thing your team reads is “hi, I have a problem”, so the customer retells what the assistant already heard. 74% of customers find it frustrating to tell their story over and over to different agents.

Source: Zendesk CX Trends 2026

A second product to run.

Live chat usually means another SDK in your app with its own launcher and look, an inbox priced per agent, and often an AI charged per resolution on top.

How it works

From “can I talk to a person?” to sorted, without leaving your app.

Four steps, on the screen your customer already has open and in the console your team already uses.

  1. They ask, in their own words.

    Typing “Can I talk to a person?”, tapping “Write to the team here” when Rendel can’t help, or pressing your own Contact us all open the same conversation with your team.

  2. Your team picks up with the story so far.

    The conversation lands in Support with a summary of what they need, what the assistant tried and the last screen they were on. The summary costs nothing.

  3. Your team answers with your app.

    Write back, and add what fixes it: one of your app’s screens, a look at their account, or a change they confirm on their own phone.

  4. They get it on the same screen.

    The reply arrives on the page they have open, or as a notification once they’ve left. When it’s sorted, the assistant picks up again and knows what happened.

Reaching your team

A person is one sentence or one tap away.

Customers reach your team the way they already talk to the assistant, and your own Contact us opens the same conversation.

Asking for a person goes straight to your team.

“I want to talk to a person”, in English or Turkish, reaches your team at once, before the model and before any message limit. “I don’t want a person” does not, and neither does plain frustration.

  • English and Turkish

When Rendel can’t help, it can offer your team first.

If it couldn’t answer, an action failed twice, or someone said twice that it isn’t what they asked, Rendel is told to put your team above your other channels. You can also add “Talk to the team” under answers rated down.

  • On by default
  • Thumbs-down offer: off by default

Your own “Contact us” opens the same conversation.

One line of code points your app’s Contact row at Rendel.openSupport. It opens your team’s page even while the assistant is paused, and the customer starts by writing their question.

Older versions of your app keep your current channels.

A build without Support still shows your phone, email and help channels exactly as before, so you can turn Support on before everyone updates. Those channels stay beside your team once it’s on.

The handover

Your team starts where the assistant stopped.

Every conversation arrives with what the person needs, who they are and where they were in your app, so the first reply can get to the point.

Your team reads what they need before the first word.

At the handover Rendel writes, once, what the person needs, what the assistant tried and why it didn’t settle it, with order numbers to search. It is free, and marked as not checked.

Know who you’re talking to, and where they are.

Beside the conversation: how sure your app is of who they are, the app or site they wrote from, their local time, earlier conversations and how they’ll hear back. Their full history is one click away under Users.

Monday’s reply finds Friday’s conversation.

An open conversation with your team keeps the assistant conversation open behind it, so a handover on Friday evening and your reply on Monday stay one thread.

Replies that fix it

Answer with your app, not only with words.

Your team can send the screen, the card, the account details or the change that settles it, so the reply does the job instead of describing it. No reply goes out until someone on your team presses Send.

Fix it in one reply: a change they confirm on their own phone.

For write actions you mark, your team adds a card like Book a fitting, with values picked from the conversation or the action’s own list, never typed. Nothing changes until the customer taps Confirm; then it runs once, as them, through your API.

  • Only actions you mark
  • Needs them signed in

Check their account without asking them to look it up.

For read actions you mark, your team reads from the customer’s account, such as their orders or points. It runs on their phone, with their own sign-in, while your app is open, and they see a line saying you checked.

  • Tell them, ask first, or never

Send the exact screen that fixes it.

Pick one of your app’s screens and the customer opens it with one tap. Nothing a teammate types becomes a link or a value.

Ask Rendel for the cards, and send them as they’ll look.

Say what to show, like “compare the Court Low and the Court Mid”, and Rendel builds up to three cards from this conversation, your knowledge and your screens. They pass the same checks as the assistant’s own.

  • Usually two messages

Ideas from this conversation

Compare the Court Low and the Court Mid

Or start from a kind

CompareA productSteps
Compare the Court Low and the Court Mid
PreparePreparing…

On their phone

The cards appear here, as they will on their phone.

Cards Rendel prepared

Court Low$118 · 4.7Leather sneaker, gum sole
Court Mid$126 · 4.6Mid-top leather sneaker

A first draft to edit, never sent on its own.

Draft writes a short reply from this conversation and your knowledge, in the customer’s language, and says where it came from. It lands in your box to edit; nothing goes until you press Send.

  • 1 message
Write a reply, or type / for a saved replyWriting a draft…I'm sorry your order arrived like that. I can send a new pair in the same size today, free of charge, and you don't need to send the scuffed pair back first. Would you like a new pair, or would you prefer a refund?

From: Shipping and delivery, Frequently asked questions

DraftSend

What the conversation already named, one click away.

Add opens with up to three ready rows built from what this conversation actually named, with no AI call, and every pick shows as it will look in your app.

They see a person join, by name.

The first time a teammate writes, the customer sees “Nadia from Halden is helping you”, and “Nadia is typing…” while you write. Prefer your team’s name only? It’s one setting.

Hand back to Rendel, and it knows what happened.

When it’s sorted, hand back. The customer sees it sorted and their next message goes to the assistant, which is told what your team did. Or hand back with a next step, and the assistant shows a card you prepared.

Show them what you mean.

Send an image from your computer (PNG, JPEG, WebP or GIF, up to 4 MB, with its metadata removed), or send again a card Rendel showed them earlier in the conversation, as it was.

Your team’s inbox

One queue that shows whose turn it is.

Support in the Rendel console lists everyone waiting, updates while they write, and keeps personal details hidden until the right teammate needs them.

See who is waiting, and whose turn it is.

Conversations sort into Your turn, Their turn and Resolved, for you, unassigned or everyone. Search finds a name, an order number or words in every state, and Home shows how many people are waiting.

3 people are waiting for your team · oldest 9 hAnswer in Support and they get it inside your app.Open Support

It moves while you watch.

New conversations and replies appear without a reload, in the console and on their phone. You see “Typing…” and “In the app now”; they see “Nadia is typing…” and “Read” under the lines you’ve read.

Personal details stay hidden until the assigned teammate needs one.

What the customer wrote reaches the console masked. Only the teammate the conversation is assigned to can press Show, each Show is recorded without the value, and card numbers are removed outright.

Ethan EvansTake itYou
Them

These run a bit small on me. Can you send a 44 instead? I need them by Friday. You can reach me on phone hidden+44 7700 900123Show if the courier needs me.

Only the person this conversation is assigned to can show a hidden value. Take it first.

Shown by Nadia · this conversation · phone 1 · the value is not recorded

Clear ownership, without a bottleneck.

The first reply takes the conversation, or press Take it. Owners and admins can assign anyone, a setting hands new conversations out in turn, and someone Away for 15 minutes gives theirs back.

  • Taking turns: off by default

Your team says when it’s in, and the console says when nobody is.

Each teammate switches between Available and Away, and Available turns off by itself after 30 minutes without the page. When people have waited past your promise and nobody is Available, the console says so.

Notes your customers never see.

Leave a note for the next teammate inside the thread. Notes never reach the customer’s device, and someone without a seat can still add one.

Your everyday answers, one keystroke away.

Type / to find the replies you write once in Settings › Support; they fill in the customer’s first name when your app verified them. J and K move through the queue, R replies, E resolves and ? shows the rest.

Hear about it wherever you work.

A sound and browser notifications in the console, and an email per teammate for every new conversation or only overdue ones. Alerts carry a link, never what the customer wrote.

On your customer’s phone

It feels like messaging, inside your app.

The conversation with your team uses the same page as the assistant, says when you’ll answer from your own hours, and reaches the customer by notification once they’ve left your app.

A page that reads like the messaging apps they already use.

Their lines on the right in your colour, your team’s on the left under a name, a retry when a line doesn’t send, and a paperclip for photos and PDFs. Until your team writes, one tap takes them back to the assistant.

  • Its buttons in six languages
  1. 1Who is helping, and when they answer
  2. 2Lines that didn’t send can be tried again
  3. 3Photos and PDFs

They know when you’ll answer, from your own hours.

Every waiting line comes from your hours, time zone and reply promise: “The team is here and usually replies in about an hour”, or when you’re back. If the wait runs past your promise, it says it’s busier than usual.

  • Your promise, from 5 minutes to a working day

No way to notify them? They can leave an email.

Their first line goes through with no form first. If your app can’t reach them by notification, Rendel asks where to send the reply; the address is confirmed with a code, used for this conversation only, and gets no message text until it’s confirmed.

  • On by default

Your reply arrives as a notification on their phone.

When they aren’t looking, your reply comes as a notification that opens the conversation, on the devices in it or, for a person your app verified, on their own. One per conversation, replaced by the next, and you can keep the reply’s words out of it.

  • Mobile apps with push set up
  • No message credit
Keep the reply's words out of notifications

A reply that comes while they’re in your app doesn’t go unseen.

With Rendel closed, a banner says who replied; with it open, a line at the top. The page opens at “New” above what they haven’t read, and your own Ask button can carry a dot or the count.

Their conversations with your team, easy to find again.

An open conversation stays at the top of Rendel, even after the app restarts. Recent lists their last three with your team, and See all opens up to 30 by week, with search, each titled in their own words.

Sorted, reopened, and kept to the phone that started it.

They tap “I’m sorted” or you mark it Resolved, and writing again reopens it in place. One left waiting on them for three days closes itself, and a conversation opens only on the phone or browser that started it.

Numbers and limits

See how your team is doing, and keep answering when AI messages run out.

See how fast your team answers, counted in working hours.

Analytics › Operations has a Your team card: first reply counted only in the hours you set, time to resolve, how many conversations reached a person, how many are open now and the longest wait, over 7, 30 or 90 days.

Run out of AI messages, and Support stays open.

Customers can still reach your team and your replies still send, free. Only Draft, Prepare and reads from an account pause until there are messages again.

See it in the demo console

Answer a Halden customer, then be one.

Halden is an invented shoe store with Rendel running for five weeks. Its console is yours for two hours, with no sign-up, and this is what you can do in it.

  1. Open Support and see who is waiting.

    Try the console opens Halden’s Support: eight conversations in every state, from a crushed box with a photo to one handed back to the assistant. One is yours: Ethan wants a bigger size by Friday.

  2. Open the conversation.

    The next line arrives as you open it. Beside it you see what they need, that your app verified who they are and the last screen they were on; press Show on the phone number, since it’s assigned to you.

  3. Check the order, then draft.

    Check › Their orders asks the customer’s phone and a masked card is ready to send. Draft writes a reply from Halden’s size guide for you to edit; press Send, and a few seconds later Ethan writes back.

  4. Now be the customer.

    Open “Halden app” in the demo bar and type “I want to talk to a person”. It lands in Support as a new conversation, and your answer arrives on the phone.

  5. Send a booking to confirm.

    Add › Book a fitting puts the card on the phone. Confirm it there, and the thread says it went through.

  6. Hand it back.

    Hand back to Rendel, and the phone tells the customer it’s sorted and that the assistant is there for anything else.

Halden’s hours are Monday to Friday, 09:00 to 18:00, Istanbul time. Outside them, the phone says when the team is back instead: that’s the hours line at work. Everything in the demo is invented and scripted: no real customer, phone or model is behind it.

Try it in the demo console

Halden’s Support, with people waiting and a phone to answer from. Yours for two hours, no sign-up.

Try the console
Compared

What one assistant and one inbox give you that two products can’t.

Because the handover happens inside the assistant your customer is already using, your team gets what was asked and can answer with your app itself.

WhatRendelA separate support tool
Where the customer writesOn the same page as the assistant, in your app’s coloursA second messenger, with its own SDK, launcher and look
What your team starts withA summary of what they need and what the assistant tried, their last screen, and how sure your app is of who they areThe customer’s first message, plus the bot’s transcript when the bot is the same vendor’s
What a reply can beWords, your app’s own screens and cards, a read from their account, or a change they confirmText, help articles and attachments
Changing their accountThrough your API, as the customer, after they tap Confirm on their own phoneUsually done by the agent in your own admin tools
After it’s sortedBack to the assistant, which is told what your team didDepends on whether the bot comes from the same vendor
PriceSeats included in every plan, $19 a month for another; your team’s replies are freeUsually priced per agent, often with an AI charge per resolution on top
SetupA switch in the console, on Rendel’s Mobile and Web SDKAnother SDK with its own identity and push setup; for Flutter apps, often a plugin made by the community
When your team is awayLines from your hours and promise; the reply by notification, or by email if they leave oneOffice-hours lines too; replies by the vendor’s push or email

Need email, phone or social support, ticketing or SLAs? Keep your helpdesk for those. Rendel is for the conversation inside your app.

Controls and privacy

Your team sees what it needs, and only the right person sees more.

Roles decide who answers and who only reads, personal details stay masked until the assigned teammate shows one, and your customers see when anyone looks at their account.

RoleSees SupportAnswersAssigns anyoneShows a hidden valueDraft, Prepare, Check, cardsChanges Settings › Support
OwnerYesWith a seatYesWhen it’s assigned to themYesYes
AdminYesWith a seatYesWhen it’s assigned to themYesYes
Customer supportSupport onlyYes, the role is a seatNoWhen it’s assigned to themYesNo
DeveloperReads onlyNoNoNoNoNo
Conversation reviewerReads onlyNoNoNoNoNo
AnalystNo, numbers only in AnalyticsNoNoNoNoNo
Rendel staff, signed in as youReads, and each read is recordedNeverNeverNeverNeverNever

Customer support · Sees only Support: no other page, transcript, key or setting.

Kept in Frankfurt, for as long as you choose.

Support conversations, notes and reads are stored in Frankfurt (AWS eu-central-1) and follow your app’s retention window, 365 days unless you change it. Erasing or exporting a person covers them too; the email they gave is left out of an export. The typing signal lasts six seconds and isn’t stored.

What your customer decides.

Whether to confirm a card or go back. Whether to let you read their account, when you choose Ask them first. Whether to leave an email, and to stop those emails from any of them. When it’s sorted, and when to write again.

What your app decides.

Which actions your team may read or send, and whether a read is told, asked first or never allowed. Whether notifications carry the reply’s words. Whether people without notifications are asked for an email. Whether your team shows first names or only your team’s name.

What never happens.

No reply goes out by itself: a person presses Send. No teammate types a value into a card. Their sign-in is used for one read and kept nowhere. Card numbers are removed, so nobody can show one. Alerts carry no message text, and your team’s words reach the model as quoted data, never as instructions.

Turning it on

Switched on in the console, on the SDK you already ship.

Support comes with every plan. Give someone a seat, set your hours and switch it on; your code changes only if you want your own Contact us to open it.

  1. Give someone a seat.

    Invite people as Customer support under Organization settings › Members & roles, or press “I reply in Support” as an owner or admin.

  2. Set your promise.

    Your hours, time zone and how fast you usually reply. Every line a customer reads about waiting comes from these.

  3. Switch it on.

    Settings › Support › “People can write to your team in the app”. It needs one seat first.

  4. Choose what your team may use.

    On each action’s page, mark under In Support what your team may check or send, and choose what a customer is told when you read their account.

  5. Try it on Test.

    Ask for a person on the Test page, then answer it yourself in Support.

In your code, if you want it.

Point your own Contact us at Rendel.openSupport. Sign your user ids (userHmac) so your team sees people as Verified. On mobile, add rendel_push 0.3.0 with your APNs .p8 key or FCM JSON file for replies by notification. Then add the ready paragraph to your privacy policy.

Everything on one settings page.

What your customer reads comes from here: the waiting line from your hours and promise, the name on each reply, when Rendel offers your team, and how a reply reaches them once they’ve left your app.

Support in the app

People can write to your team in the app
Off by default. Turn it on once someone has a Support seat and your hours are set.
Hours
Mon-Fri
09:00-18:00
Sat
Closed
Sun
Closed
Time zone
Europe/Istanbul
We usually reply within5 minutes15 minutesan hour4 hoursa working day
When Rendel offers your teamWhenever someone asks for a person, always.
When Rendel can't help
After someone rates an answer down
Who takes a new conversationWhoever replies firstThe next available teammate, in turn
Names people seeThe teammate's first nameYour team's name only
When your team looks something up in a person's accountTell them it happenedAsk them firstNever
When they're not in the app
Keep the reply's words out of notifications
Email people who can't get a notification
Works in the newest Mobile and Web SDK. People on older versions of your app still see your contact channels.2 of 3 Support seats in use.

Nothing is on until you mark it.

Rendel gives each action you mark a short name and labels for its values, like Book a fitting with Studio, Day and Time, in English and Turkish. One that can’t be undone needs a second mark, and the customer still confirms it.

Try it before your customers do.

In Support it carries a Test chip and stays on your test key, and its AI help costs nothing there, so your team can practise before customers write.

Seats come with your plan, and the SDK you need.

Every plan includes Support seats, and today’s Mobile and Web SDK releases have everything on this page.

PlanSeats included
Pilot (free)1
Starter1
Growth3
Scale5
EnterpriseAs many as your contract needs

Another seat is $19 a month or $209 a year, by card, under Organization settings › Plan & usage, on every plan but Enterprise. What your team writes and the handover summary are free; a draft or a check from an account is one message, and Prepare is usually two.

What it addsFlutterWeb
Support, asking for a person, your own Contact us0.73.10.50.1
“Talk to the team” after a thumbs-down0.73.30.50.4
The messaging layout, and the open conversation’s row0.75.00.51.0
Presence in the header, “Read”, “Prepared by”0.76.00.52.0
Recent and See all, the reply banner, “New”, unread on your own button0.77.00.53.0
A confirmed card’s answer shows at once0.78.10.54.1
Today’s release0.82.00.57.0

What teams ask before they start.

  • The conversation goes to your team in the Rendel console at once, before the model and before any message limit. Your team sees a summary of what the customer needs and what the assistant tried, and the customer sees when to expect a reply, worked out from your own hours and reply promise.

  • It can. With “When Rendel can’t help” on, the default, Rendel is told to offer your team when it couldn’t answer, an action failed twice, or someone said twice it wasn’t what they asked. The model decides when, so it is an offer, not a rule. You can also add “Talk to the team” under answers rated down.

  • When your team is back, from your hours and time zone, and how the reply will reach them: a notification in your mobile app, or an email if they leave an address. Rendel makes no reply-time promise of its own; every waiting line comes from the promise you set.

  • Yes. Your team can send one of your app’s screens, an image, a card Rendel showed earlier, or cards Rendel prepares on request. For actions you mark, it can also read from the customer’s account or send a change they confirm on their own phone.

  • No. Draft and Prepare put a suggested reply or cards in front of your teammate, who reads them and presses Send. The lines Rendel adds itself only say what is happening: that your team has the message, when to expect a reply, who joined, or that a change went through.

  • Only through a write action you marked for Support, and only after the customer taps Confirm on their own phone. Your teammate picks values from the conversation or the action’s own list and never types one, and the change runs once, as the customer, through your API. An action that can’t be undone needs a second mark.

  • In the console everyone sees them masked. Only the teammate a conversation is assigned to can press Show, owners and admins included, and each Show is recorded without the value. Card numbers are removed outright. The Customer support role sees Support and nothing else in the console.

  • Seats are included: 1 on Pilot and Starter, 3 on Growth, 5 on Scale, Enterprise by contract. Another seat is $19 a month or $209 a year. Your team’s replies and the handover summary are free; a draft or an account check is one message, and Prepare is usually two.

  • Support stays open. Customers can still reach your team and your replies still send, at no cost. Draft, Prepare and reads from an account pause until there are messages again, and your own Contact us still opens the conversation while the assistant is paused.

  • For conversations inside your mobile app or website, it can. It is not for email, voice or social support, and it does not bring your Intercom history over. If your team also works those queues, keep your helpdesk for them and let Rendel handle the conversation inside your app.

  • Flutter apps on iOS and Android, and websites that run Rendel’s Web SDK, from version 0.73.1 on Flutter and 0.50.1 on the web; today’s releases have everything on this page. People on older builds keep your phone, email and help channels as they are, and those channels stay beside your team once Support is on.

  • Asking for a person is understood in English and Turkish. The buttons on the customer’s page come in English, Turkish, German, French, Spanish and Arabic, and Draft writes in the customer’s language. The lines Rendel adds to the thread are in English and Turkish, and the handover summary is written in English.

Related

Put it in your app this week.

Start free on your own, or tell us what your customers do most and we’ll show you that exact workflow, working, in a tailored demo.

  • PilotFree400 messages a month
  • Starter$199 / month4,000 messages a month
  • Growth$799 / month20,000 messages a month
Start with the PilotBook a Demo
Every plan, and the estimatorOr try a live store’s console first, yours for two hours

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