Help chat and support

Help & Support is the button that opens HAPR's help chat. You can ask it how to do something, and it answers from HAPR's own help guide. If something is broken, you can hand it to the HAPR team from the same panel. The chat is labelled Beta, so treat its answers as a quick first check rather than the final word.

Open the help chat#

1. 1
   Press Help & Support. It sits in the top bar beside your initials, or floats in the corner on pages without a top bar. On a phone it shows as a headset icon.
2. 2
   The panel opens on the right, titled HAPR help.

On a phone, Report an issue in your user menu opens the same panel. The button is not on the sign-in pages or the attendee registration form.

Ask a question#

1. 1
   Type your question in the box at the bottom, under Ask a question…. Press Enter to send it, or Shift and Enter for a new line. A question can be up to 2000 characters.
2. 2
   You can also press one of the suggestions under Try one of these.
3. 3
   Read the answer as it appears. Ask a follow-up if you need to. The chat remembers the last few messages of the conversation.

app.thehapr.com/hub

1. 1Report a problem to the team, from the same panel.

The assistant knows which page you are on, so a short question such as "how do I share this?" works.

Under an answer you may see a line naming the help pages it used. Press the thumbs up or thumbs down under Was this helpful? to tell HAPR whether the answer worked.

What it answers from#

• It answers only from HAPR's help guide and from the list of problems HAPR already knows about. It does not use general knowledge about other event or travel tools.
• If the guide does not cover your question, or the assistant is not sure, it says so and offers to log the question for the team. It does not guess.
• If your question matches a known problem, it says so and gives the workaround.
• Personal details you type, such as email addresses, phone numbers, passport numbers, card numbers and dates, are masked before the question is sent or stored. Even so, avoid typing real attendee details into the chat.

Pass a problem to the team#

You can always do this yourself.

1. 1
   Press Report an incident at the top of the panel.
2. 2
   Fill in the form. See Reporting a problem for the fields, the severities and what happens next.

If the assistant decides your question describes something broken, it can draft the report for you.

1. 1
   Read the card headed Report this to the tech team?. It shows a one-line summary and the steps it took from what you wrote.
2. 2
   Press Send report, or press Edit first to change What went wrong and Steps, then press Done and Send report.

The panel then shows Logged as and your reference number, and HAPR emails you when it changes. The conversation is attached to the report, so you do not have to explain twice. The assistant only offers the card when it has a full draft. If it does not, press Report an incident.

Ask for a change#

If your organisation is on an enterprise plan, an Enhancement request button sits under Report an incident. See Enhancement requests.

Contact HAPR#

There is no separate contact form. The two buttons in the panel are the way to reach HAPR from inside the product. A report goes straight to the HAPR team, and so does an enhancement request. Both come back to you by email.

Good to know#

• The chat is for signed-in users. Each question you ask counts towards a daily limit, per person and per organisation, and towards your plan's daily allowance for paid lookups and AI. See Quotas and credits.
• Reports and enhancement requests keep working when the chat does not.
• A screenshot you attach to a report may contain attendee names or passport details. It is stored privately and seen only by the HAPR team.

If something looks wrong#

• You've asked a lot today. You can still report an issue. You reached your own daily limit for the chat. Use Report an incident, or try again tomorrow.
• Help chat has hit its limit for today. You can still report an issue. Your organisation used up its chat questions for the day.
• Your plan’s daily allowance for paid lookups and AI is used up for today. It resets at midnight UTC, or a larger plan raises it. Wait for the reset, or ask your administrator about a larger plan.
• You are doing this faster than we allow. Please try again in a few minutes. Wait a few minutes and ask again.
• I couldn't answer that just now. You can still report an issue. The assistant had a fault. Ask again, or use Report an incident.
• Please use the report form so we know who to reply to. The assistant could not send the drafted report for your account. Press Report an incident and send it from the form.
• Your vote could not be saved. The thumbs up or down did not reach HAPR. It does not affect your answer.