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Gen3 Getting Support
- Open Contact support from the tenant sidebar footer user menu (or the support links shown on sign-in when enabled).
- Review published support email and portal links (sourced from Control Panel policy).
- Use in-app report actions on chat messages when you need prompt/response evidence.
- Gather conversation id, agent name, and timestamp before contacting support.
Support routes connect tenant users to operator-published contacts and structured reporting so incidents are actionable without exposing internal operator tools.
Gen 3 exposes support through the tenant shell instead of a separate administrative page. In the active tenant product there are two support entry points: the Instructions menu and the Contact support menu.
The instructions menu is the in-product help entry point. Depending on deployment settings, it can expose:
- GT AI OS Instructions to open the built-in wiki drawer
- Operator documentation when the deployment publishes an operator-managed docs URL
- External instructions when Control Panel operators enable an additional external link
Use the instructions drawer for workflow guidance, page explanations, and step-by-step product help.
The Contact support menu is published from the Control Panel email/support policy. It can expose:
- an email-only contact path
- a support portal URL
- both options together
If you do not see Contact support, the deployment has not published a support policy for tenant users.
| Need | Best path |
|---|---|
| Learn how a page or workflow works | Open Instructions |
| Conversational in-app help on the current screen | GT Helper — ? help shelf |
| Reach an operator or help desk | Open Contact support |
| Report a bad chat response or runtime issue | Use the in-chat Report action, then send the report through your support path |
| Confirm tenant policy or recovery posture | Review Account Settings |
Assistant-message actions in GT Chat include Report when a completed assistant response is available. Use it when you need to capture the current message plus the prompt that led to it.
Recommended flow:
- Open the affected conversation in GT Chat.
- Locate the assistant response that demonstrates the problem.
- Select Report from the message actions.
- Review the generated report details.
- Share the resulting material through the deployment's support email or portal.
- Confirm that you are using the correct tenant login page and email address.
- Use the password reset path if your deployment allows password-reset email.
- If access is still blocked, contact a tenant owner or tenant manager through the published support path.
- Check Agents and Datasets directly.
- Confirm whether the resource is private, group-shared, or organization-visible.
- If the resource should have been shared to you, ask the owner or the relevant group manager to confirm visibility.
Page visibility in Gen 3 depends on your role. Tenant user administration is limited to Users for tenant owners and tenant managers, and observability scope also changes by role.
The support menu is driven by Control Panel email settings. If it is absent, your deployment has not published a valid support email, a support portal URL, or both.