Why support is a person
When an agent stops on the day pay applications are due, you need someone who can open the run and name the broken step, not a script that tells you to restart. AI does the work. A person answers the questions.
What the panel does
It opens from anywhere and works like a team chat thread, with the product's own objects built in.
- Share or record your screen in one click
- Attach the invoice or report the agent misread
- Type @ to point at a workflow, step, run, table, or review
- Leave a voice message
- Add a teammate to the thread
- Search past threads or summarize a long one
- Escalate with the full thread attached
No email chains. No hold music. No call booked to describe what you could show in ten seconds.
What support covers
Support helps you encode your policy. It doesn't decide for you: approving a version, choosing a tolerance, or reversing a posting stays with a named person in your company.
From install to your first unattended run
- 01
Before install
Confirm your OS, which machine runs agents, and which model account to use.
- 02
Access
Your IT lead enrolls the machine. Support explains each permission so the builder isn't also the only approver.
- 03
First Studio session
Support helps turn the way you describe the job into steps the agent can verify.
- 04
Before publishing
An engineer reviews the draft.
- 05
Supervised runs
Each exception goes to the thread, and support helps decide the fix.
- 06
Handover
You own the agent. The thread stays open and searchable for the next owner.
The full pilot plan is on the Demo page.
Beyond break-fix
The same panel works like office hours: advice on review placement, where rules end and model judgment begins, and a heads-up thread before a vendor upgrade lands, so the first failed step meets someone expecting it.
Where a thread goes next
| Situation | Who to bring in |
|---|---|
| A posted value you question | Your controller |
| A machine is off or revoked | Your IT lead |
| A money rule may need to change | The rule owner, plus a second reader |
| It looks like a LaunchAI bug | Escalate in the panel |
| The app vendor changed something | The vendor's support, with before and after screenshots |
| A deadline is at risk | Say so at the top of the thread |
Context travels with every escalation. Nothing is retyped.
Keeping sessions clean
- You start every screen share
- Share the window, not the whole desktop
- Vault values stay masked in screenshots and recordings
- Never type a password into a thread. Support never needs one.
- Redact attachments your policy requires
More on how data is handled is on the Security page.
Write a ticket an engineer can act on
-
Reference the run, not a description of it.
-
Name the step you think went wrong.
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Attach the source document if a value is wrong.
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Say what you expected and what you saw.
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Say what's waiting on it.
Questions
What if the problem is the vendor's software?
Does support ever need our passwords?
Who makes the fix?
Can several people work the same thread?
More in Trust
No prompts. No babysitting. No Integrations.