Blackcap Support Chat is the first step behind Get Help on authenticated Blackcap Admin and Mobile pages. It is a documentation-grounded assistant for Blackcap features, configuration, workflows, and troubleshooting. It is not a general-purpose chatbot and it does not make changes to Blackcap for you.

Open Get Help

Use the purple 🛟 button in the lower-right corner (tooltip: Get Help) or Get Help in the account menu. Blackcap opens the current Support Chat session when one is still active. If the panel is open and you navigate to another authenticated Blackcap page in the same browser tab, the panel opens again after the new page loads with the active conversation preserved. Closing the panel keeps a conversation available without forcing it open on later pages.

A chat does not count as active merely because the panel was opened. If you open Get Help and close it without submitting a question, no active-chat notification is shown; reopening Get Help restores the initial page-specific suggestions. Once you submit the first typed or suggested question, closing an unfinished conversation shows a small red notification dot on the 🛟 bubble so you can see that an active chat is waiting. Opening the panel hides the dot while you are viewing the conversation.

When the chat opens, Blackcap shows a small set of suggestions based on the page you are viewing. These suggestions do not require an AI request. Suggested questions use responsive tiles: one column on narrow panels and two or three across as the resizable panel becomes wider. The suggestions can be temporarily minimized to give the transcript more room; the heading remains available so they can be restored. A newly generated suggestion set automatically expands again.

On desktop, the Get Help panel can be resized from its upper-left resize grip. The browser remembers the most recent panel size locally. Mobile uses the responsive full-width panel instead of manual resizing.

How answers are grounded

For every question Blackcap searches the deployed canonical documentation locally, selects a bounded set of relevant sections, and sends those sections plus safe page/environment context to the configured Support Chat AI provider. The provider is not asked to search the public web.

Useful answers include links to the trusted Blackcap documentation sections used for the response. In the live Get Help panel and AI Usage transcript viewer, those links point to the documentation served by the current Blackcap instance so the guidance matches the deployed application. Transcript email and human Support Request email use the canonical public Microwave Pie documentation links so they remain usable outside the authenticated instance. The server resolves both forms from known documentation source IDs; the AI model does not invent URLs.

If the documentation does not support an answer, Blackcap should say so rather than inventing a setting, button, route, permission, or behavior.

Continue or resolve the conversation

You can ask follow-up questions in the same panel. As soon as a typed or suggested question is submitted, Blackcap places the user's message in the transcript and shows a Working… assistant bubble while the provider response is pending. If the user navigates to another authenticated page while that request is running and Get Help was still open, the panel reopens on the destination page and continues checking the same server-side session until the answer is available. Blackcap keeps only a bounded amount of prior conversation in each provider request and retrieves documentation again for the current question.

After a useful troubleshooting response you can choose:

That solved it — records that the issue was resolved without a Support Request and completes that chat. After it is closed, the next Get Help open starts a new chat.
I still need help — keeps the issue open and allows a focused additional attempt or human escalation.

Blackcap limits the number of AI turns in one session so a user is not trapped in an endless support loop.

Create a Support Request

If the problem remains unresolved, Create Support Case opens the existing human-support request form. Blackcap verifies the Support Chat session on the server and adds the useful conversation history and documentation sources to the support-team email. You can review and edit the Support Request before sending it. After the Support Request is successfully submitted, that Support Chat becomes terminal; reopening Get Help starts a new conversation. The support-team email renders the prior user and Blackcap Support messages as visually distinct chat bubbles while retaining a complete plain-text alternative.

If Support Chat is disabled, not configured, times out, or the provider fails, human Support Request remains available whenever platform support itself is configured.

Send Chat History to Me

The ✉️ Send Chat History to Me action appears at the bottom of Get Help only after the chat reaches a terminal state, such as resolved, escalated/closed, or provider-failed. It is not shown in the live-chat header while troubleshooting is still in progress.

The action emails the retained transcript to the email address on your authenticated Blackcap account. The browser cannot choose another recipient. The email uses Blackcap/Microwave Pie branding, includes user-visible chat messages and documentation links, and has a plain-text alternative.

Retention and privacy

Completed Support Chat transcripts default to 7 days of retention. Active/in-progress sessions are not purged just because they are old. Authorized Data Cleanup can delete a terminal conversation early. When transcript content is purged, AI Usage accounting can remain under its separate retention policy; the 🛟 AI Usage action becomes unavailable rather than treating the missing transcript as an error.

Support Chat stores user-visible messages, source references, session state, and bounded support context. It does not store or display hidden model reasoning. The AI-safe support context excludes passwords, API Tokens, provider credentials, OAuth secrets, SMTP passwords, session cookies, MFA secrets, database passwords, private keys, and unrelated user data.

Limitations

The first release is read-only support. It can explain how to perform documented actions, but it cannot change settings, administer organizations, delete data, or carry out other Blackcap actions for the user. Provider web search and provider-specific document search are not used by default.

Terminal escalation and attention state

Support Chat uses server-side session status as the authoritative lifecycle. A successful Support Request correlated to a chat transitions that session to terminal escalated, stores the related Support Request case number, records completion/retention timestamps, and clears any active attention state. Terminal sessions (resolved, escalated, closed, abandoned, provider_failed, or purged history) do not produce the Get Help notification dot after refresh, navigation, sign-out/sign-in, or another tab load.

The notification dot means an active chat has new information or requires user attention; it does not mean that a Support Chat row merely exists. Support Case creation uses a short-lived server-side escalating claim to prevent duplicate submissions from repeated clicks or browser tabs. If case creation fails, Blackcap restores the prior actionable chat state so the conversation can be retried safely.

On narrow screens the Get Help panel prioritizes transcript height and the composer. The header and action areas use compact controls, suggestions wrap or scroll compactly, and resolution/escalation actions no longer consume most of the visible panel.

Chrome Extension Support Chat

The Chrome Extension opens the same documentation-grounded Support Chat system used by Admin/Mobile rather than a separate AI implementation. Extension requests are normalized through a fixed surface registry such as extension_shop_with, extension_add_recipe, extension_quick_add, extension_capture_page, extension_social_recipe, extension_settings, and extension_recipe_sharing.

Safe Extension support context can include the Extension version, registered surface, active organization, provider/site label, recipe/social capture mode, public job id, and a small workflow-state allowlist. It must not include cookies, site authentication, API/provider tokens, payment data, arbitrary DOM content, or unrelated browsing history. Extension chats use the same session/message storage, documentation retrieval, provider assignment, AI Usage, AI Seed policy, retention, transcript email, and reviewed Support Request escalation flow as the normal Get Help experience. Support Chat continuation and authorization are scoped by organization ID + authenticated user ID; sessions are not identified by IP address or browser. Different users in the same organization cannot read or resume one another's chats, while the same user using another authenticated browser/API token for the same organization may resume that user's recent active chat. Extension answer links are rewritten to the canonical public Microwave Pie documentation URL so they remain usable even when the browser is not signed into the Blackcap Admin UI. When an Extension chat becomes resolved or escalated, the popup remains available long enough to offer the terminal Send Chat History action; closing it then starts fresh on the next Get Help open.

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