Getting help
Begin here, if something is not working or you are not sure what you are seeing is correct.
User guide
How to run a conversation, what the two surfaces are for, what the markers beside a turn mean and what to do when the tool asks the other person a question.
Common issues
The things that go wrong, regularly, and how to respond. Including things that are working as intended and only look like faults.
Log a ticket
The application automatically records the build you are using when you are signed into your account, so you do not have to enter it yourself.
Issues with a live conversation?
If you're chatting to someone and are concerned they are not being understood, stop using the tool for that conversation. Fall back to whatever you would have done before: contacting an interpreter, a colleague or arranging another appointment. Then tell us what happened.
Nothing about a support process should ever be the reason a difficult conversation carries when it should have been stopped. The safeguards page is the boundary, and it applies whether or not anything is broken.
Please do not send case details
No names, addresses, case references or anything else identifying a person you are supporting. Not in a ticket, not as an example and not as a screenshot.
Describe what the tool did in general terms. If we genuinely need to look at a specific conversation we will arrange that properly with the appropriate controls in place.