Let InterScribe support help you

Our support team can view your workspace, and make changes in it, to help you. You can allow that for 3 or 7 days from Settings › Activity, or when you ask for help. Everything support does appears in your activity log as InterScribe.

Our terms say: "Our support team may access your workspace, and make changes in it, to help you. Each support session, and each change we make, appears in your workspace's activity log as made by InterScribe."

Before you start

• You are an owner or an admin of the workspace. Only they can allow or turn off support access, and only they see the choice when asking for help.

Allow support access from Settings

The card then says On. It shows who allowed access, when, and where from (in Settings or from a help request), and Allowed until the end date.

Turn support access off

Select Turn off on the Support access card. Access ends at once. To change the length, turn it off and allow it again.

Allow it while asking for help

When you ask for help, a box reads Let support look at my workspace to fix this. It is ticked to start with. If you send the request with it ticked, support has access for 7 days.

• Get help: the box is above Send.
• Iris: the box is above the message field while you talk to Iris. Access starts only when Iris passes the chat to our team, not for questions Iris answers herself.
• Report a problem: the box is on the form.
• Get help in the console or booth: owners and admins see the box above Send to InterScribe.

Untick the box to ask for help without allowing access. The box does not turn access off if it is already on, and it never shortens access that already lasts longer than 7 days or has no end date. After you send, the screen says whether access is on. If turning it on failed, it tells you to use Settings › Activity.

See what support did

Every support session and every change support makes appears in Settings › Activity as InterScribe. See See who changed what in your workspace.

Good to know

• Your consent is recorded, with who gave it and until when. Support does not need it to look at your workspace, but your activity log shows every visit and change.
• Support cannot change your password or sign-in, API keys and connected apps, payment methods, or delete your workspace. It cannot send messages as you or go live.
• Consent can only be given or turned off by your own owners and admins, not during a support session.