Ask for help

What this does for you

Send a report a person can act on, with your address, the version, the conversation and the request id already attached and every secret-shaped value stripped out of it before it leaves your screen.

Before you start

• Be signed in — the feedback dialog resolves the conversation and the request id under your own account, so it is only reachable from inside the app (Sign in).
• Know what you are reporting: a whole conversation, one result, or a page that failed. Each has its own way in, and each fills in a different part of the report.
• Have the reply address settled. The I'd like a response switch is only usable when the deployment has a support address configured; the variable that carries it is BOTSEON_SUPPORT_EMAIL, and your administrator or operator sets it. Without one, feedback is still recorded — nobody can write back.
• Know where the documentation lives. The account menu's Help Center row opens the site named by BOTSEON_DOCS_URL; it is disabled when the operator has set none.

Steps

1. Open the account menu. It is the row with your name and picture at the foot of the sidebar. <!-- shot: feedback-and-support-01-phone.png | The account row at the foot of the sidebar, on a phone --> <!-- shot: feedback-and-support-01-desktop.png | The account row at the foot of the sidebar, on a desktop -->
2. Choose Send Feedback. The bot on the page you were looking at is captured at that moment, so changing pages afterwards does not change what the report names. <!-- shot: feedback-and-support-02-phone.png | The account menu with the Send Feedback row, on a phone --> <!-- shot: feedback-and-support-02-desktop.png | The account menu with the Send Feedback row, on a desktop -->
3. Choose a category. The list is Wrong or incomplete result, The bot did something it should not have, Too slow, Something in the app is broken, Billing or usage and Something else. <!-- shot: feedback-and-support-03-phone.png | The feedback dialog's category list, on a phone --> <!-- shot: feedback-and-support-03-desktop.png | The feedback dialog's category list, on a desktop -->
4. Write what happened in Details. The box holds 4,000 characters and counts down as you type.
5. Do not paste a secret, a password or a token. The checklist below says what that covers.
6. Decide whether you want a reply, and set the I'd like a response switch.
7. Read the Support details block above the buttons. It carries your address and the version always, and the conversation, the request id and the status page when there is one to carry. Copy puts the same lines on your clipboard, for a ticket or a message somewhere else. <!-- shot: feedback-and-support-04-phone.png | The support details block with its copy button, on a phone --> <!-- shot: feedback-and-support-04-desktop.png | The support details block with its copy button, on a desktop -->
8. Choose Send. The button stays unusable until you have chosen a category or written something.

Reporting one result

A thumbs row sits under a result the bot produced.

1. Choose Good result or Bad result. The rating is written the moment you choose it; choosing the same one again clears it locally and writes nothing.
2. Choose Add details on the line that follows. The dialog opens on that message, and a bad rating preselects the Wrong or incomplete result category.
3. Finish as in steps 4 to 8 above.

A card is left in the conversation for a rating that named a message, so you can return to it later and add details from there.

Reporting a page that failed

1. Read the line under the message. When the failure happened on the server it carries Request ID: and the id itself.
2. Choose Send Feedback on that page. The request id is carried into the report without you copying it.
3. When the page shows no request id, the failure happened in your browser and there is nothing to correlate; report it from the account menu instead and say what you were doing.

To take a request id from a single message rather than from a failed page, open the message's More menu and choose Copy request ID. The item is unusable on a message no run produced.

The no-secrets checklist

The product removes secret-shaped values twice — once in your browser before the report is sent, and once again on the server before it is written — and tells you how many it removed. Treat that as a safety net, not as permission.

1. No password, for this product or for any other.
2. No API key or access token, whether it is a provider's, a plugin's or your own.
3. No private key block, and no certificate.
4. No database or connection string that carries a user name and a password.
5. No one-time code, and no session cookie.
6. No personal data about somebody who is not part of what you are reporting — a whole mailbox pasted to show one line is five hundred people's data.

If the report needs a value you should not paste, describe it instead: say which setting it is and where it came from, and let whoever answers ask for it over a channel built for it.

A worked example

Ida is reporting a run that produced the wrong answer. She opens the dialog from the result, chooses Wrong or incomplete result, writes two sentences, and copies the support block before sending. This is what Copy puts on her clipboard:

Account: ida@example.test
Version: 0.0.1
Conversation: 018f2b1c-4d5e-7a8b-9c0d-1e2f3a4b5c6d
Request: req_018f2b1c-4d5e-7a8b-9c0d-1e2f3a4b5c6d.42

Only the rows with something in them appear: your address and the version are always there, and the conversation, the request id and the status page are added when the dialog could resolve them. The request id is the run's own id followed by the position of the step inside it — it means nothing on its own, which is why it is safe to paste into a ticket.

What can go wrong

See also

• Troubleshooting
• The transcript
• Your security baseline
• Usage and the meter