BotIntelli — Support Bot User Guide

Who this is for: This is a customer-facing guide for anyone who uses BotIntelli (members of your workspace—admins, editors, viewers). It lives alongside other end-user guides in Docs (e.g. Chat interface, AI Insights). It is not an internal runbook for your IT team or for BotIntelli operators.

This guide explains the BotIntelli Support assistant: how to open it while signed in, use Chat to get answers from product documentation, contact BotIntelli Support with a structured request (Contact support tab), and track those requests under My requests.

What Is the Support Bot?

The Support Bot is an in-app help widget available on every main screen after you sign in. It is trained on BotIntelli user guide documentation (the same topics you can open under Docs in the app). It can:

Answer how-to and where is questions by pointing you to the right guides and sections.
Help you report issues, ask about access, workflows, data integrations, billing, and security topics using natural language.
Let you submit a request to BotIntelli Support via the Contact support tab: category, priority, and details. When your workspace has them enabled, that can create email notifications and JIRA issues for BotIntelli’s support team (or a partner inbox your administrator configured—not a private “ticket to yourself”).
Show My requests: a list of requests you already sent to BotIntelli Support so you can see status and reference IDs. You are not expected to “resolve your own ticket” here; you use this tab to track what you asked us to do.

The bot matches your question to help content using keywords and patterns over the documentation.

BotIntelli Support vs your organization admin

Contact BotIntelli Support (ticket) for the BotIntelli product: bugs, billing on BotIntelli, connectors/pipelines in the product, workflow designer issues, SSO/MFA in the app, and anything that requires the platform vendor to investigate or change.
Your organization’s admin for membership and internal policy inside your company: adding/removing users, internal approval to use BotIntelli, or company-specific access rules outside the product. If you are unsure, use Chat first; it will often point you to the right guide or suggest Contact support for product issues.

Where to Find It

Location: A round purple button with a message icon appears in the bottom-right corner of the screen when you are logged in. A small green dot may indicate the widget is available.
Requirement: You must be signed in. The support widget does not appear on the sign-in or sign-up pages.
Docs in the app: Full guides are also under Docs in the header. The support bot reuses that documentation to answer questions and may link you to /docs/... pages.

There is no separate menu item only for the bot; always use the floating button to open it.

Opening the Support Panel

Step 1: Click the floating button

Click the purple circular button (bottom-right). The BotIntelli Support panel opens.

Step 2: Use the header controls

Expand / minimize — Changes how large the panel is on your screen (useful on small laptops).
Close (X) — Hides the panel. Your conversation may be kept for the current session depending on server settings; use New conversation inside Chat if you want to start fresh in the UI.

Tabs: Chat, Contact support, My requests

The panel has three main areas:

Tab	Purpose
Chat	Ask questions in natural language. See answers, links to guides, and suggested next steps.
Contact support	Contact BotIntelli Support: submit title, description, category, and priority so our support team can help. Optional email/JIRA notify support, not you as the “assignee.”
My requests	Track requests you sent to BotIntelli Support (same account). See status and references—you do not use this to “raise work for yourself”; you use it to follow up on outbound requests to support.

Start with Chat if you are not sure whether you need BotIntelli Support to get involved yet.

Using the Chat Tab

Sending a message

Click in the text box at the bottom of the Chat tab.
Type your question, then press Enter to send (unless your device uses Enter for a new line—use the Send control if shown).
Wait for the assistant reply. A short typing indicator may appear while the app searches documentation and builds a response.

Quick prompts (chips or buttons)

When the chat is empty or on the welcome screen, you may see quick actions such as:

How do I create a bot?
Workflow help
Access & permissions
Data integration
Report an issue
Billing & subscription

Choosing one sends that text as your message so you do not have to type it yourself.

Suggested actions after a reply

After some answers, the bot may show suggested actions, for example:

Open a guide — Opens the relevant Docs page in a new browser tab.
Contact BotIntelli Support — Opens the flow to submit a request to our support team when escalation is appropriate.
Navigate — May take you to a specific area of the app (such as AI Insights or settings), depending on the suggestion.

Use these when they match what you want to do next.

Guide links in answers

Replies may include links to documentation (paths like /docs/...). Click them to read the full guide in the help center.

Feedback on an answer

For the latest assistant message, you may see Helpful? with thumbs up and thumbs down. Use this to signal whether the answer was useful. This helps improve BotIntelli help content and the assistant over time.

New conversation

Use New conversation (or similar) in the chat footer when you want to clear the visible thread and start another topic. If you need BotIntelli Support to have a formal record, use Contact support (or continue in chat first so you can paste context into the form).

Using the Contact support tab

This tab is how you open a case with BotIntelli Support. You are not creating a task for yourself to complete—you are asking BotIntelli’s team to investigate or respond.

When to submit a request

Submit a request when:

Something in BotIntelli is broken or blocked and documentation did not fix it.
You need BotIntelli or billing support (plans, invoices, product access to features).
Chat suggested escalation or you were directed to contact support.

What to include

Title — Short summary (e.g. “Cannot connect Salesforce sandbox”).
Description — Steps to reproduce, what you expected, screenshots if applicable (paste links if your process allows).
Category — Pick the closest type (bug, feature request, access, billing, workflow, integration, security, etc.).
Priority — Use critical only for widespread outages or security incidents; otherwise use high / medium / low honestly.

Your user id, email, and name are attached so BotIntelli Support can reply. Organization and department may be included when your app sends that context.

JIRA and email

If your workspace has JIRA and/or email configured, options may create an issue or send mail to the support inbox your administrator set up (typically BotIntelli Support or an authorized partner). Those settings are not something end users change.

Using My requests

My requests lists requests you already submitted to BotIntelli Support through this widget. Use it to see status, priority, category, and JIRA keys (if any). For response times and escalation rules, follow BotIntelli (or your contract) support terms—not “internal IT ticket” procedures unless your company has agreed a different process with BotIntelli.

Sample Questions to Ask in Chat

Use clear, specific wording. Include product names (bots, workflows, pipelines, AI Insights) when relevant.

“How do I get started after I sign up?”
“Where is the dashboard and what can I do there?”
“How do I open AI Insights from the sidebar?”

Bots, chat, and assistants

“How do I create a bot?”
“How do I train or update my assistant?”
“What is the difference between the chat interface and All Chats?”

Knowledge base and data

“How do I upload files to the knowledge base?”
“How does pipeline management work?”
“How do I connect Salesforce or HubSpot?”

Workflows and automation

“How do I use the workflow designer?”
“How do I run or share a workflow?”

Security and access

“How do I enable two-factor authentication?”
“I get permission denied—what should I check?”
“Where are SSO settings for my organization?”

Billing and account

“How do I change my subscription or plan?”
“Where do I see invoices?”

Incidents and escalation

“Something is not working after my last change.”
“How do I contact BotIntelli Support?”
“I need help from BotIntelli with a bug in the product.”
For company-internal membership: “Who in my organization can add me to BotIntelli?” (often your admin—not a substitute for Contact support when the product is misbehaving.)

If the bot’s answer is not enough, use Contact support to reach BotIntelli Support and include the same details.

Tips for Better Answers

Be specific: “Workflow designer” beats “it doesn’t work.”
Mention the area: e.g. “AI Insights chart”, “knowledge base upload”, “MFA enrollment”.
One topic per message when possible; then use follow-up messages for the next question.
Open the linked guides for step-by-step screenshots and long procedures.

Troubleshooting

The floating button does not appear

Confirm you are signed in (refresh the page after login).
Try a full page reload. If it still missing, contact your administrator; the feature may be disabled or blocked by a custom layout.

“Authentication required” or errors when sending a message

Your session may have expired. Sign out and sign in again, then reopen the support bot.
Ensure you are not blocking cookies or storage required by the app.

Answers seem empty or always generic

Documentation is updated from user guides on the server. After major releases, answers improve once guides are updated and the search index is refreshed (your operations team may run a reindex).
Try rephrasing with keywords from the feature name (e.g. “workflow designer canvas”, “insight feed”).

Organization or department missing on tickets

Some fields depend on headers or context your browser sends with API calls. Core behavior still works with your user identity; optional labels may be blank until your environment sends full org/department context.

Chat interface — Main product chat (assistants, agents, workflows); see Chat-Interface-Guide.md.
AI Insights — Natural-language analytics; see AI-Insights-Guide.md.
Settings — Profile, security, team, subscription; see Settings-Guide.md.
Security — MFA and security settings; see Security-Guide.md.
Knowledge base — Uploads and folders; see Knowledge-Base-Guide.md.
Workflow designer — Building automations; see Workflow-Designer-Guide.md.

Privacy and Data Handling

Chat and support requests are associated with your logged-in user so BotIntelli Support (and systems your admin configured) can respond. Retention follows your deployment and contract.
Do not paste passwords, API secrets, or personal data you are not allowed to share in support channels. Use secure channels your company defines for secrets.

Internal / operator documentation (JIRA, email, indexing, APIs) is separate from this guide—see materials provided to your workspace administrators or BotIntelli operations teams.