How does the support chat work, and how does it notify me?

The round button in the bottom-right corner opens the support chat on every screen of the app, and it stays there while you go to the screen with the problem. The assistant answers first, instantly; when you want a person, it hands your case to the team with everything you already told it. Here's what the assistant knows, how to reach the team, what you can write and how we let you know when we reply, iPhone included.

The assistant

It answers questions about using the app instantly: write the way you'd ask a person. Under each answer you can say whether it helped; if it didn't, “Talk to the team” hands the case to a person.

• It sees your account — your plan, your tokens, your latest renders (and why one failed) and which models are paused. No need to copy anything: ask it “why did my last render fail?”.
• It helps with a render that failed — the error notice includes “Need help?”, which opens the chat with that render and the assistant explains what happened. Depending on where it failed, it offers to take you to the node or to try again; the button shows how many tokens it costs before you tap it.
• It searches these docs — the chat's home screen has a search box for these articles; if you can't find what you need, “Ask the assistant” passes your search on.
• It tells you when something is off — if there's an incident or a paused model, you see it at the top of the chat before you write, and the assistant knows it too.

Talking to a person on the team

1. Ask for it. Tap “Talk to the team” under any answer, type /team, or just say you want to talk to someone.
2. Tell us what's going on. Pick what it's about and describe it in your own words.
3. Attach a screenshot or a file. If it helps: a screenshot of the screen, which you can mark up, or a file up to 25 MB.
4. Review and send. You see the ticket already filled in with your conversation with the assistant, choose whether we help you in English or Spanish, and send it.

We reply in that same chat and by email, in the language you chose. Under your messages you'll see “Seen” once someone on the team reads them, and at the top of the chat, when it's outside our hours, when we'll be back. If we've replied and you don't write again for a few days, the conversation is marked as resolved; write in it and it reopens. When it's resolved, we ask how the support was.

What you can write and attach

The text box formats as you type: bold, italics, lists, links and emoji. Enter sends and Shift+Enter starts a new line. You can attach screenshots and files up to 25 MB, and use these commands:

How we let you know when we reply

With the app open

If the chat is closed, the reply pops up in a bubble next to the button, with its text.

If you weren't there

If it arrived while the app was closed or you were on another tab, when you come back you'll see “New message” next to the button until you read it or close the bubble, and it plays a sound once per message. Browsers don't let a page play sound until your first click or key press on it, which is why it sometimes sounds a moment after you come in.

With the app closed

In a conversation with the team we offer “Notify me”: your device lets you know even with the app closed, and tapping the notification opens the conversation. It's turned on or off per device, whenever you like, from the ⋯ menu of any conversation, and logging out stops them on that device. If your browser blocks them, allow them from the padlock next to the address. iPhone and iPad need one more step, explained below.

By email

Every reply from the team also reaches you by email, with a button that opens that conversation in the chat.

No sound

If you prefer silence, choose “Mute sounds” in the chat's ⋯ menu.

Notifications on iPhone and iPad

On iPhone and iPad, iOS only lets web apps added to the Home Screen notify you while closed (on iOS or iPadOS 16.4 or later). From a Safari tab the chat doesn't offer them; here's how to turn them on:

1. Open ArchiNode in Safari. At archinode.studio, on iOS or iPadOS 16.4 or later.
2. Add it to your Home Screen. Tap Share (the square with the up arrow) and choose “Add to Home Screen”.
3. Open it from its icon and log in. The Home Screen app keeps its own session, separate from Safari's, so you need to log in again the first time.
4. Turn notifications on. In a conversation with the team, tap “Notify me” (or “Notify me even when the app is closed” in the ⋯ menu) and accept the permission your iPhone asks for.

Your conversations

Conversations stay in the chat for 7 days after the last message; one still waiting for our first reply, up to 30. Conversations with the assistant are saved in this browser, so you won't see them on another device; those with the team are saved to your account. From the ⋯ menu you can download any conversation as text and delete the ones with the assistant. And if you'd rather not see the button, turn it off in Settings, under “Support chat button”: the chat is still at hand from “Support” in the sidebar.