AI product help (pilot)
AI product help is a pilot under development and is not generally available yet. When enabled in your environment, open the question-mark menu at the top right and select KI-Hilfe & Problemlösung. You must be signed in.
Start with a question
Section titled “Start with a question”Describe what you want to do or what is not working. There is no topic or device selection to complete first. The chat answers from product documentation and asks for clarification when needed. Answers can include sources and links to features. Zeig mir wo highlights an available control. On smaller screens, you may need to open the navigation menu first.
The help does not change settings, permissions or content. AI answers can be wrong; check their sources and follow steps deliberately. Keep original recordings when troubleshooting recording or upload problems.
What does the help know?
Section titled “What does the help know?”It knows the active tenant of this chat, your own role, permissions and enabled modules. Expand Mandant … · Chat-Details to review them. Switching tenants opens a separate history.
It cannot read projects, interviews, transcripts or other files. It cannot see your balance or storage usage. Do not send interview content, passwords or API keys.
You can optionally share the broad browser, operating system and feature area of the help page. The affected device may be different, such as an iPhone while you open help on a computer.
Add a screenshot
Section titled “Add a screenshot”Use Screenshot anhängen for a PNG, JPEG or WebP image up to 2 MB, or paste an image into the message field. Redact confidential areas or crop the image. The selection is visible while dragging; numeric fields allow precise selection.
Bearbeiteten Screenshot übernehmen shows the preview. Only Senden transmits the edited image to AI help. There is no automatic screen capture. A screenshot shows visible clues, not proof of every suspected cause. Screenshot löschen removes a saved image.
History and a support summary
Section titled “History and a support summary”Ask for a short summary in the conversation or choose Zusammenfassung vorbereiten in Chat-Details. This prepares an editable request; it sends nothing until you choose Senden. Copy or download the answer and review the problem, affected environment, checks already performed and remaining question.
Verlauf kopieren and Download in Chat-Details export the full text history, without images. Only you can read your history in each tenant. After 30 days it is inaccessible and is subsequently removed by automatic cleanup. Each history allows up to 30 messages and two images. Verlauf löschen removes it and its images.
When AI cannot resolve the problem
Section titled “When AI cannot resolve the problem”Help does not consume customer credits or require the separate Chat module. Platform limits can temporarily prevent further questions. Documentation and saved history remain available during an AI outage.
Appointments, callbacks, tickets and human live chat are not connected. The chat does not forward anything automatically. Use the documented contact options and share a reviewed summary yourself. Your organization’s administrator is the first contact for roles and internal access permissions.
See step-by-step troubleshooting for safe checks.