Help and support

Stuck on something? The Help button sits in the bottom-right corner of every page. That is where you ask your question, and where you read the answer.

Asking a question

Click Help → Ask a question and describe what you are running into as precisely as you can. The more specific the question, the better the answer: name the screen you are on and what you are trying to achieve, rather than just the topic.

You get an answer from Vox almost straight away. It looks your question up in this manual and in the answers our support staff have written down before, and points you at the chapter that covers it in full — screenshots and all.

Your questions are private. Only you can see them. Unlike findings (see below), nobody else in your organization reads along.

AI or human: you can always tell

Every answer says who wrote it:

• Vox (AI) — written by Vox, our AI, from the manual. Vox appears as a small character beside its answers.
• Name (support) — written by a person at ScoreStory.

That label is on every message, always. You never have to guess whether you are talking to a computer or to one of our colleagues.

Bringing in a person

Sometimes Vox cannot work it out. That happens with questions about your account, your invoice or your own data, or when something appears to be broken. In those cases Vox hands your question to a colleague by itself, and tells you it has done so.

You can also ask for it yourself:

• Just say so. "I would like to speak to someone" is enough — Vox passes your question on.
• Use the button. If the conversation has gone back and forth twice without getting you anywhere, the Pass this question to a colleague button appears.

Once a person is involved, Vox stays quiet: from that moment on your answer comes from a human. You get a notification in the app and an email as soon as somebody has replied.

Reading a question back

Help → Your questions lists everything you have asked, with its status:

To reopen a resolved question, simply type something in it again.

A closed question

If a conversation sits silent for a week — no new message from you, and no reply from Vox or a colleague either — we close it automatically. That is different from resolved: you cannot just type something in a closed conversation to bring it back.

Want to pick it up anyway? Two ways, always available:

• Ask for a person from the old conversation — that works even once it has closed.
• Ask a new question via Help → Ask a question.

Findings (testers only)

If you are a test user, the help panel has a second tab: Findings. That is where you report a bug or a suggestion.

The difference from a question is who sees it and what happens to it:

For a finding you give a title, choose between Bug and Idea, and describe what happened. You can paste a screenshot straight into the text box (Ctrl+V / Cmd+V) — it saves a lot of explaining.