SOS Helper — In-App Support Chat
The floating SOS button (bottom-right corner of every dashboard page) opens "Ask the AI" — a help chat that answers questions against this knowledge base. If the AI can't solve it, you can convert the chat into a support ticket that reaches the CRMown support team.
Steps
- Open the page where the issue is happening.
- Click the floating SOS / "?" button at the bottom-right.
- Pick "Ask AI" or "Send a message". The screenshot of the page underneath is captured automatically the moment you make that choice — before the panel covers anything — and is excluded from the shot itself. A thumbnail preview appears in the panel so you can confirm what was captured.
- Type your question. The AI answers using the in-product knowledge base and links to the right page.
- If you navigated mid-conversation or the original capture missed the issue, click Retake on the thumbnail to grab a fresh screenshot before sending.
- Click Annotate on the thumbnail to mark up the screenshot before it is sent — a full-screen editor opens with Arrow, Box, Text, Highlight, Redact, and Pen tools. Use Redact (a solid box) to hide sensitive CRM data — customer names, emails, revenue — so it never leaves your browser in the image. Click "Use screenshot" to bake the markup in, or Cancel to keep the original.
- Untick "Include screenshot + console logs" if you don't want diagnostics sent with this turn (the checkbox controls both the screenshot and the last 50 lines of browser console output).
- If the AI can't resolve it, switch to "Send a message" mode to escalate to the human support queue (auto-tagged with your context, including the screenshot if consent is on).
Good to know
- Answers come from the in-product training corpus — if the docs are wrong, the AI will be wrong; report any mismatch via the bug-report flow.
- The AI remembers what worked for you across sessions via your SOS Profile (auto-invokes when a ticket closes).
- Conversations are private to your user — admins can only see escalated tickets, not chat history.
- The captured screenshot is the page the user is on, NOT the SOS panel — so even if the user describes an error vaguely, the AI sees the actual UI state behind the panel.
- Annotate → Redact draws a solid opaque box (not a blur), and the flattening happens entirely in your browser — the redacted pixels are gone before the image is ever uploaded, so it is safe for hiding customer data in a bug report.
Example: A new admin can't find where to invite a teammate. She clicks the SOS button: "how do I add another user?" The AI replies in 2 sentences with the path (Settings > Account > Team > Invite) and includes a clickable card to that page. 30 seconds end-to-end vs. emailing support and waiting 4 hours.
Troubleshooting
The screenshot in the panel preview shows the wrong page
The capture happens when you pick Ask AI or Send a message from the menu — if you opened the panel on page A then clicked through to page B before picking a mode, the capture is of page B.
Fix: Navigate to the page where the issue is, then click the SOS button and pick the mode. Or click Retake on the thumbnail after you reach the right screen.
Thumbnail says "No shot" or stuck on "Capturing…"
html2canvas couldn't render the page — usually a cross-origin embed (Stripe iframe, third-party chat widget) blocks it.
Fix: Click Retake. If it still fails, uncheck "Include screenshot + console logs" and describe the screen in words; the AI can answer plenty of questions without the visual.