Getting help
If something is not working, or you are not sure whether what you are seeing is correct, start here.
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 most often and what to do about them, including the ones that are working as intended and only look like faults.
Log a ticket
Logged inside the application, so if you are signed in your account and the build you are on are attached without you typing them.
Issues with a live conversation?
If a conversation is happening now and you are not confident the person in front of you is being understood, stop using the tool for that conversation. Fall back to whatever you would have done before: a booked interpreter, a colleague, another appointment. Then tell us what happened.
Nothing about a support process should ever be the reason a difficult conversation carries on past the point where it should have stopped. The safeguards page is the boundary, and it applies whether or not anything is broken.
Case details
No names, addresses, case references or anything else identifying a person you are supporting. Not in a ticket, not as an example, 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.