{ "schemaVersion": 1, "generatedAt": "2026-07-31T17:08:27.289Z", "source": "support-docs/app", "publicBasePath": "/support", "docs": [ { "id": "support-knowledgebase-overview", "title": "Clientana Support Knowledgebase", "description": "Start here for Clientana customer help, support-staff playbooks, known issues, policy guidance, and AI answer rules.", "audience": "customer", "productArea": "platform", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "support", "knowledgebase", "ai-retrieval" ], "relatedDocs": [], "url": "/support", "sourcePath": "support-docs/app/page.mdx", "summary": "Clientana Support Knowledgebase", "headings": [ { "depth": 2, "title": "How to use this knowledgebase" }, { "depth": 2, "title": "AI retrieval rules" }, { "depth": 2, "title": "Fast paths" }, { "depth": 2, "title": "Contact support" } ], "sections": [ { "title": "Overview", "text": "Clientana Support Knowledgebase This knowledgebase is the shared source for Clientana support answers. Customers can browse the public guidance, and the Superadmin AI Case Assistant can retrieve the same articles plus support playbooks when drafting safe responses for staff." }, { "title": "How to use this knowledgebase", "text": "How to use this knowledgebase Product docs are split into Record and Meet so support staff and AI retrieval can answer product-specific questions without mixing workflows. Customer-facing articles explain what users can do from the product UI. Support-staff articles explain how to investigate without exposing private data or taking unapproved actions. Known-issue pages map symptoms and internal signals to likely causes. Policy pages define what support can say, what requires human review, and when escalation is mandatory. AI retrieval pages define how the assistant should cite sources and avoid unsupported claims." }, { "title": "AI retrieval rules", "text": "AI retrieval rules The AI assistant should always return citations from this knowledgebase when it uses product facts. It should prefer customer-safe sources for customer replies, use support-staff sources for investigation checklists, and mark missing information when the evidence is incomplete." }, { "title": "Fast paths", "text": "Fast paths Record setup, sharing, or export: start with Record Overview, Upload and Processing, and Export and Download. Meet rooms, captions, or translation: start with Meet Overview, Captions, and Translation. Recording export is stuck: see Export and Processing, Record Troubleshooting, and Record Support Playbook. Captions or translation are not working: see Meetings and Captions, Meet Troubleshooting, and Meet Support Playbook. Billing status looks wrong: see Billing and Plans and Billing Playbook. Domain verification failed: see Custom Domains and Domain Playbook." }, { "title": "Contact support", "text": "Contact support If the article does not solve the issue, email support@clientana.com with the affected account email, workspace name, relevant recording or meeting link, approximate time window, and screenshots or error text." } ], "bodyText": "Clientana Support Knowledgebase This knowledgebase is the shared source for Clientana support answers. Customers can browse the public guidance, and the Superadmin AI Case Assistant can retrieve the same articles plus support playbooks when drafting safe responses for staff. How to use this knowledgebase Product docs are split into Record and Meet so support staff and AI retrieval can answer product-specific questions without mixing workflows. Customer-facing articles explain what users can do from the product UI. Support-staff articles explain how to investigate without exposing private data or taking unapproved actions. Known-issue pages map symptoms and internal signals to likely causes. Policy pages define what support can say, what requires human review, and when escalation is mandatory. AI retrieval pages define how the assistant should cite sources and avoid unsupported claims. AI retrieval rules The AI assistant should always return citations from this knowledgebase when it uses product facts. It should prefer customer-safe sources for customer replies, use support-staff sources for investigation checklists, and mark missing information when the evidence is incomplete. Fast paths Record setup, sharing, or export: start with Record Overview, Upload and Processing, and Export and Download. Meet rooms, captions, or translation: start with Meet Overview, Captions, and Translation. Recording export is stuck: see Export and Processing, Record Troubleshooting, and Record Support Playbook. Captions or translation are not working: see Meetings and Captions, Meet Troubleshooting, and Meet Support Playbook. Billing status looks wrong: see Billing and Plans and Billing Playbook. Domain verification failed: see Custom Domains and Domain Playbook. Contact support If the article does not solve the issue, email support@clientana.com with the affected account email, workspace name, relevant recording or meeting link, approximate time window, and screenshots or error text.", "searchText": "support-knowledgebase-overview clientana support knowledgebase start here for clientana customer help, support-staff playbooks, known issues, policy guidance, and ai answer rules. customer platform support knowledgebase ai-retrieval clientana support knowledgebase this knowledgebase is the shared source for clientana support answers. customers can browse the public guidance, and the superadmin ai case assistant can retrieve the same articles plus support playbooks when drafting safe responses for staff. how to use this knowledgebase product docs are split into record and meet so support staff and ai retrieval can answer product-specific questions without mixing workflows. customer-facing articles explain what users can do from the product ui. support-staff articles explain how to investigate without exposing private data or taking unapproved actions. known-issue pages map symptoms and internal signals to likely causes. policy pages define what support can say, what requires human review, and when escalation is mandatory. ai retrieval pages define how the assistant should cite sources and avoid unsupported claims. ai retrieval rules the ai assistant should always return citations from this knowledgebase when it uses product facts. it should prefer customer-safe sources for customer replies, use support-staff sources for investigation checklists, and mark missing information when the evidence is incomplete. fast paths record setup, sharing, or export: start with record overview, upload and processing, and export and download. meet rooms, captions, or translation: start with meet overview, captions, and translation. recording export is stuck: see export and processing, record troubleshooting, and record support playbook. captions or translation are not working: see meetings and captions, meet troubleshooting, and meet support playbook. billing status looks wrong: see billing and plans and billing playbook. domain verification failed: see custom domains and domain playbook. contact support if the article does not solve the issue, email support@clientana.com with the affected account email, workspace name, relevant recording or meeting link, approximate time window, and screenshots or error text." }, { "id": "ai-answer-style", "title": "AI Answer Style", "description": "Style rules for AI-generated issue categories, checklists, support reply drafts, confidence, missing information, and citations.", "audience": "internal", "productArea": "support", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "ai_guidance", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "ai", "answer-style", "support-reply", "checklist" ], "relatedDocs": [], "url": "/support/ai/answer-style", "sourcePath": "support-docs/app/ai/answer-style/page.mdx", "summary": "AI Answer Style", "headings": [ { "depth": 2, "title": "Issue category" }, { "depth": 2, "title": "Checklist" }, { "depth": 2, "title": "Reply draft" }, { "depth": 2, "title": "Confidence" }, { "depth": 2, "title": "Missing information" } ], "sections": [ { "title": "Overview", "text": "AI Answer Style AI-generated support drafts should be concise, specific, cautious, and useful to a support agent." }, { "title": "Issue category", "text": "Issue category Use a concrete category such as \"Recording export job timeout\" or \"Billing entitlement mismatch\" instead of generic labels when evidence supports it." }, { "title": "Checklist", "text": "Checklist Checklist items should be investigation steps staff can perform safely. Include the object to inspect and the reason it matters." }, { "title": "Reply draft", "text": "Reply draft Customer replies should be plain language, avoid internal implementation details, and never promise a mutation or resolution before it happens." }, { "title": "Confidence", "text": "Confidence Confidence must be a number from 0 to 1. Lower confidence when source docs are weak, case context is sparse, or evidence conflicts." }, { "title": "Missing information", "text": "Missing information Always list missing information when the case lacks workspace, requester, object ID, exact error, time window, or impact scope." } ], "bodyText": "AI Answer Style AI-generated support drafts should be concise, specific, cautious, and useful to a support agent. Issue category Use a concrete category such as \"Recording export job timeout\" or \"Billing entitlement mismatch\" instead of generic labels when evidence supports it. Checklist Checklist items should be investigation steps staff can perform safely. Include the object to inspect and the reason it matters. Reply draft Customer replies should be plain language, avoid internal implementation details, and never promise a mutation or resolution before it happens. Confidence Confidence must be a number from 0 to 1. Lower confidence when source docs are weak, case context is sparse, or evidence conflicts. Missing information Always list missing information when the case lacks workspace, requester, object ID, exact error, time window, or impact scope.", "searchText": "ai-answer-style ai answer style style rules for ai-generated issue categories, checklists, support reply drafts, confidence, missing information, and citations. internal support ai answer-style support-reply checklist ai answer style ai-generated support drafts should be concise, specific, cautious, and useful to a support agent. issue category use a concrete category such as \"recording export job timeout\" or \"billing entitlement mismatch\" instead of generic labels when evidence supports it. checklist checklist items should be investigation steps staff can perform safely. include the object to inspect and the reason it matters. reply draft customer replies should be plain language, avoid internal implementation details, and never promise a mutation or resolution before it happens. confidence confidence must be a number from 0 to 1. lower confidence when source docs are weak, case context is sparse, or evidence conflicts. missing information always list missing information when the case lacks workspace, requester, object id, exact error, time window, or impact scope." }, { "id": "ai-citation-rules", "title": "AI Citation Rules", "description": "Rules for when and how AI support answers cite knowledgebase sources.", "audience": "internal", "productArea": "support", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "ai_guidance", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "ai", "citations", "knowledgebase", "source" ], "relatedDocs": [], "url": "/support/ai/citation-rules", "sourcePath": "support-docs/app/ai/citation-rules/page.mdx", "summary": "AI Citation Rules", "headings": [ { "depth": 2, "title": "Cite product facts" }, { "depth": 2, "title": "Separate uses" }, { "depth": 2, "title": "Citation shape" }, { "depth": 2, "title": "No citation" } ], "sections": [ { "title": "Overview", "text": "AI Citation Rules The assistant should cite the knowledgebase docs that materially influenced the answer." }, { "title": "Cite product facts", "text": "Cite product facts Cite docs for product behavior, support policy, known issue interpretation, and answer templates. Do not cite a doc merely because it shares one keyword." }, { "title": "Separate uses", "text": "Separate uses Customer-safe docs can support customer-facing claims. Support-only docs can support investigation steps and escalation guidance." }, { "title": "Citation shape", "text": "Citation shape Each citation should include doc ID, title, URL, audience, and safe-for-customer status." }, { "title": "No citation", "text": "No citation If no source is strong enough, return an empty citation list and mention missing information. Do not invent docs or URLs." } ], "bodyText": "AI Citation Rules The assistant should cite the knowledgebase docs that materially influenced the answer. Cite product facts Cite docs for product behavior, support policy, known issue interpretation, and answer templates. Do not cite a doc merely because it shares one keyword. Separate uses Customer-safe docs can support customer-facing claims. Support-only docs can support investigation steps and escalation guidance. Citation shape Each citation should include doc ID, title, URL, audience, and safe-for-customer status. No citation If no source is strong enough, return an empty citation list and mention missing information. Do not invent docs or URLs.", "searchText": "ai-citation-rules ai citation rules rules for when and how ai support answers cite knowledgebase sources. internal support ai citations knowledgebase source ai citation rules the assistant should cite the knowledgebase docs that materially influenced the answer. cite product facts cite docs for product behavior, support policy, known issue interpretation, and answer templates. do not cite a doc merely because it shares one keyword. separate uses customer-safe docs can support customer-facing claims. support-only docs can support investigation steps and escalation guidance. citation shape each citation should include doc id, title, url, audience, and safe-for-customer status. no citation if no source is strong enough, return an empty citation list and mention missing information. do not invent docs or urls." }, { "id": "ai-evaluation", "title": "AI Evaluation", "description": "Evaluation checklist for AI support answers, citations, safety, fallback behavior, and support staff review.", "audience": "internal", "productArea": "support", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "ai_guidance", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "ai", "evaluation", "qa", "citations", "support" ], "relatedDocs": [], "url": "/support/ai/evaluation", "sourcePath": "support-docs/app/ai/evaluation/page.mdx", "summary": "AI Evaluation", "headings": [ { "depth": 2, "title": "Required checks" }, { "depth": 2, "title": "Regression cases" }, { "depth": 2, "title": "Release gate" } ], "sections": [ { "title": "Overview", "text": "AI Evaluation Use this checklist to evaluate Superadmin AI Case Assistant output before broad support rollout." }, { "title": "Required checks", "text": "Required checks The issue category is specific and supported by case evidence. Checklist steps are safe and actionable. Customer reply is customer-safe and does not expose internal details. Confidence is calibrated to evidence quality. Missing information is listed when context is incomplete. Citations match the docs actually used. No secrets or sensitive values appear in the output." }, { "title": "Regression cases", "text": "Regression cases Maintain regression cases for recording export timeout, missing upload source object, caption provider timeout, unsupported translation pair, billing entitlement drift, owner recovery, custom domain DNS mismatch, and SCIM deactivation mismatch." }, { "title": "Release gate", "text": "Release gate Do not allow direct customer auto-replies until citation quality, safety behavior, fallback behavior, and support staff acceptance are proven with real cases." } ], "bodyText": "AI Evaluation Use this checklist to evaluate Superadmin AI Case Assistant output before broad support rollout. Required checks The issue category is specific and supported by case evidence. Checklist steps are safe and actionable. Customer reply is customer-safe and does not expose internal details. Confidence is calibrated to evidence quality. Missing information is listed when context is incomplete. Citations match the docs actually used. No secrets or sensitive values appear in the output. Regression cases Maintain regression cases for recording export timeout, missing upload source object, caption provider timeout, unsupported translation pair, billing entitlement drift, owner recovery, custom domain DNS mismatch, and SCIM deactivation mismatch. Release gate Do not allow direct customer auto-replies until citation quality, safety behavior, fallback behavior, and support staff acceptance are proven with real cases.", "searchText": "ai-evaluation ai evaluation evaluation checklist for ai support answers, citations, safety, fallback behavior, and support staff review. internal support ai evaluation qa citations support ai evaluation use this checklist to evaluate superadmin ai case assistant output before broad support rollout. required checks the issue category is specific and supported by case evidence. checklist steps are safe and actionable. customer reply is customer-safe and does not expose internal details. confidence is calibrated to evidence quality. missing information is listed when context is incomplete. citations match the docs actually used. no secrets or sensitive values appear in the output. regression cases maintain regression cases for recording export timeout, missing upload source object, caption provider timeout, unsupported translation pair, billing entitlement drift, owner recovery, custom domain dns mismatch, and scim deactivation mismatch. release gate do not allow direct customer auto-replies until citation quality, safety behavior, fallback behavior, and support staff acceptance are proven with real cases." }, { "id": "ai-redaction-and-secrets", "title": "Redaction and Secrets", "description": "Rules for redacting secrets, tokens, API keys, credentials, webhooks, and sensitive fields before AI provider calls.", "audience": "internal", "productArea": "security", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "ai_guidance", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "ai", "redaction", "secrets", "api-key", "token", "privacy" ], "relatedDocs": [ "policy-support-safety-boundaries" ], "url": "/support/ai/redaction-and-secrets", "sourcePath": "support-docs/app/ai/redaction-and-secrets/page.mdx", "summary": "Redaction and Secrets", "headings": [ { "depth": 2, "title": "Redact before provider calls" }, { "depth": 2, "title": "Do not echo secrets" }, { "depth": 2, "title": "Metadata only" }, { "depth": 2, "title": "Fallback" } ], "sections": [ { "title": "Overview", "text": "Redaction and Secrets AI provider calls must be server-side and must never expose API keys to the frontend." }, { "title": "Redact before provider calls", "text": "Redact before provider calls Redact authorization headers, bearer tokens, NVIDIA keys, OpenAI keys, Stripe secrets, webhook secrets, JWTs, passwords, refresh tokens, SCIM tokens, and generic credential fields." }, { "title": "Do not echo secrets", "text": "Do not echo secrets If a customer sends a secret, do not repeat it in the support draft. Advise rotation when appropriate." }, { "title": "Metadata only", "text": "Metadata only Audit logs should record provider, model, latency, status, token usage, output length, context length, and source doc IDs. Do not audit raw provider prompts or secrets." }, { "title": "Fallback", "text": "Fallback If provider configuration is missing, disabled, timed out, or errors, use deterministic fallback and record the fallback reason." } ], "bodyText": "Redaction and Secrets AI provider calls must be server-side and must never expose API keys to the frontend. Redact before provider calls Redact authorization headers, bearer tokens, NVIDIA keys, OpenAI keys, Stripe secrets, webhook secrets, JWTs, passwords, refresh tokens, SCIM tokens, and generic credential fields. Do not echo secrets If a customer sends a secret, do not repeat it in the support draft. Advise rotation when appropriate. Metadata only Audit logs should record provider, model, latency, status, token usage, output length, context length, and source doc IDs. Do not audit raw provider prompts or secrets. Fallback If provider configuration is missing, disabled, timed out, or errors, use deterministic fallback and record the fallback reason.", "searchText": "ai-redaction-and-secrets redaction and secrets rules for redacting secrets, tokens, api keys, credentials, webhooks, and sensitive fields before ai provider calls. internal security ai redaction secrets api-key token privacy redaction and secrets ai provider calls must be server-side and must never expose api keys to the frontend. redact before provider calls redact authorization headers, bearer tokens, nvidia keys, openai keys, stripe secrets, webhook secrets, jwts, passwords, refresh tokens, scim tokens, and generic credential fields. do not echo secrets if a customer sends a secret, do not repeat it in the support draft. advise rotation when appropriate. metadata only audit logs should record provider, model, latency, status, token usage, output length, context length, and source doc ids. do not audit raw provider prompts or secrets. fallback if provider configuration is missing, disabled, timed out, or errors, use deterministic fallback and record the fallback reason." }, { "id": "ai-retrieval-contract", "title": "AI Retrieval Contract", "description": "The contract for how the Superadmin AI Case Assistant retrieves knowledgebase docs and combines them with support case context.", "audience": "internal", "productArea": "support", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "ai_guidance", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "ai", "retrieval", "knowledgebase", "citations", "superadmin" ], "relatedDocs": [ "ai-citation-rules", "ai-redaction-and-secrets" ], "url": "/support/ai/retrieval-contract", "sourcePath": "support-docs/app/ai/retrieval-contract/page.mdx", "summary": "AI Retrieval Contract", "headings": [ { "depth": 2, "title": "Retrieval inputs" }, { "depth": 2, "title": "Retrieval outputs" }, { "depth": 2, "title": "Prompt use" }, { "depth": 2, "title": "Missing docs" } ], "sections": [ { "title": "Overview", "text": "AI Retrieval Contract The Superadmin AI Case Assistant should combine redacted case context with a small set of relevant knowledgebase docs." }, { "title": "Retrieval inputs", "text": "Retrieval inputs Use case ID, context type, operator instructions, ticket subject, ticket messages, notes, diagnostics, timeline events, customer summary, and known product area terms. Do not use raw secrets as retrieval text." }, { "title": "Retrieval outputs", "text": "Retrieval outputs Return doc ID, title, URL, audience, product area, safe-for-customer flag, summary, relevant sections, last reviewed date, and matched terms." }, { "title": "Prompt use", "text": "Prompt use The assistant should use support-only docs for investigation checklists and customer-safe docs for customer reply claims. If a support-only doc informs the investigation, the customer reply must translate it into safe language." }, { "title": "Missing docs", "text": "Missing docs If no docs match, the assistant should say the knowledgebase did not have a strong source and ask for missing information. Staff should add or update an article after repeated gaps." } ], "bodyText": "AI Retrieval Contract The Superadmin AI Case Assistant should combine redacted case context with a small set of relevant knowledgebase docs. Retrieval inputs Use case ID, context type, operator instructions, ticket subject, ticket messages, notes, diagnostics, timeline events, customer summary, and known product area terms. Do not use raw secrets as retrieval text. Retrieval outputs Return doc ID, title, URL, audience, product area, safe-for-customer flag, summary, relevant sections, last reviewed date, and matched terms. Prompt use The assistant should use support-only docs for investigation checklists and customer-safe docs for customer reply claims. If a support-only doc informs the investigation, the customer reply must translate it into safe language. Missing docs If no docs match, the assistant should say the knowledgebase did not have a strong source and ask for missing information. Staff should add or update an article after repeated gaps.", "searchText": "ai-retrieval-contract ai retrieval contract the contract for how the superadmin ai case assistant retrieves knowledgebase docs and combines them with support case context. internal support ai retrieval knowledgebase citations superadmin ai retrieval contract the superadmin ai case assistant should combine redacted case context with a small set of relevant knowledgebase docs. retrieval inputs use case id, context type, operator instructions, ticket subject, ticket messages, notes, diagnostics, timeline events, customer summary, and known product area terms. do not use raw secrets as retrieval text. retrieval outputs return doc id, title, url, audience, product area, safe-for-customer flag, summary, relevant sections, last reviewed date, and matched terms. prompt use the assistant should use support-only docs for investigation checklists and customer-safe docs for customer reply claims. if a support-only doc informs the investigation, the customer reply must translate it into safe language. missing docs if no docs match, the assistant should say the knowledgebase did not have a strong source and ask for missing information. staff should add or update an article after repeated gaps." }, { "id": "customer-accounts-login", "title": "Accounts and Login", "description": "Customer-safe guidance for sign-in, password reset, session issues, and account recovery.", "audience": "customer", "productArea": "identity", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "login", "password", "account", "session", "authentication" ], "relatedDocs": [], "url": "/support/customer/accounts-login", "sourcePath": "support-docs/app/customer/accounts-login/page.mdx", "summary": "Accounts and Login", "headings": [ { "depth": 2, "title": "Password reset" }, { "depth": 2, "title": "Session expired" }, { "depth": 2, "title": "Workspace not visible" }, { "depth": 2, "title": "When to contact support" } ], "sections": [ { "title": "Overview", "text": "Accounts and Login Use the login page to sign in with the email address associated with your Clientana account. Workspace membership and billing access are tied to that email." }, { "title": "Password reset", "text": "Password reset If you cannot sign in, request a password reset from the login page. Use the newest reset email and open it in the same browser where you plan to sign in. If multiple reset emails were requested, older links may no longer work." }, { "title": "Session expired", "text": "Session expired If the dashboard asks you to sign in again, your session may have expired or the browser may have cleared cookies. Sign in again, then return to the original link. For private or locked-down browsers, allow first-party cookies for clientana.com." }, { "title": "Workspace not visible", "text": "Workspace not visible If a workspace is missing, confirm the email address used at sign-in. A different email, alias, or SSO identity can create a separate account. Ask a workspace owner to verify that the exact email is invited." }, { "title": "When to contact support", "text": "When to contact support Contact support if a reset link never arrives, an invited user cannot see a workspace after accepting the invite, or you suspect an unauthorized account change. Include the account email, workspace name, and approximate time of the issue." } ], "bodyText": "Accounts and Login Use the login page to sign in with the email address associated with your Clientana account. Workspace membership and billing access are tied to that email. Password reset If you cannot sign in, request a password reset from the login page. Use the newest reset email and open it in the same browser where you plan to sign in. If multiple reset emails were requested, older links may no longer work. Session expired If the dashboard asks you to sign in again, your session may have expired or the browser may have cleared cookies. Sign in again, then return to the original link. For private or locked-down browsers, allow first-party cookies for clientana.com. Workspace not visible If a workspace is missing, confirm the email address used at sign-in. A different email, alias, or SSO identity can create a separate account. Ask a workspace owner to verify that the exact email is invited. When to contact support Contact support if a reset link never arrives, an invited user cannot see a workspace after accepting the invite, or you suspect an unauthorized account change. Include the account email, workspace name, and approximate time of the issue.", "searchText": "customer-accounts-login accounts and login customer-safe guidance for sign-in, password reset, session issues, and account recovery. customer identity login password account session authentication accounts and login use the login page to sign in with the email address associated with your clientana account. workspace membership and billing access are tied to that email. password reset if you cannot sign in, request a password reset from the login page. use the newest reset email and open it in the same browser where you plan to sign in. if multiple reset emails were requested, older links may no longer work. session expired if the dashboard asks you to sign in again, your session may have expired or the browser may have cleared cookies. sign in again, then return to the original link. for private or locked-down browsers, allow first-party cookies for clientana.com. workspace not visible if a workspace is missing, confirm the email address used at sign-in. a different email, alias, or sso identity can create a separate account. ask a workspace owner to verify that the exact email is invited. when to contact support contact support if a reset link never arrives, an invited user cannot see a workspace after accepting the invite, or you suspect an unauthorized account change. include the account email, workspace name, and approximate time of the issue." }, { "id": "customer-appsumo", "title": "AppSumo Licenses", "description": "Customer guidance for AppSumo redemption, workspace assignment, entitlements, and common license issues.", "audience": "customer", "productArea": "billing", "safeForCustomer": true, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "appsumo", "license", "redemption", "entitlement", "billing" ], "relatedDocs": [ "support-billing-playbook" ], "url": "/support/customer/appsumo", "sourcePath": "support-docs/app/customer/appsumo/page.mdx", "summary": "AppSumo Licenses", "headings": [ { "depth": 2, "title": "Redemption" }, { "depth": 2, "title": "License attached to the wrong workspace" }, { "depth": 2, "title": "Entitlement mismatch" }, { "depth": 2, "title": "Refunds and revocation" } ], "sections": [ { "title": "Overview", "text": "AppSumo Licenses AppSumo licenses can grant workspace entitlements that differ from standard subscription plans." }, { "title": "Redemption", "text": "Redemption Redeem the code using the buyer email and the workspace that should receive the entitlement. Confirm you are signed in with the account that should manage the workspace." }, { "title": "License attached to the wrong workspace", "text": "License attached to the wrong workspace If the license was redeemed to the wrong workspace, contact support. Include the buyer email, workspace names, and the approximate redemption time. Transfers require review to prevent ownership and entitlement mistakes." }, { "title": "Entitlement mismatch", "text": "Entitlement mismatch If a feature should be included but is unavailable, support may compare the AppSumo deal, license status, workspace seat count, storage limits, and billing source. Do not create duplicate workspaces just to retry a redemption without checking with support." }, { "title": "Refunds and revocation", "text": "Refunds and revocation Refunded or revoked licenses may remove entitlement access. Refund and reinstatement decisions require human review." } ], "bodyText": "AppSumo Licenses AppSumo licenses can grant workspace entitlements that differ from standard subscription plans. Redemption Redeem the code using the buyer email and the workspace that should receive the entitlement. Confirm you are signed in with the account that should manage the workspace. License attached to the wrong workspace If the license was redeemed to the wrong workspace, contact support. Include the buyer email, workspace names, and the approximate redemption time. Transfers require review to prevent ownership and entitlement mistakes. Entitlement mismatch If a feature should be included but is unavailable, support may compare the AppSumo deal, license status, workspace seat count, storage limits, and billing source. Do not create duplicate workspaces just to retry a redemption without checking with support. Refunds and revocation Refunded or revoked licenses may remove entitlement access. Refund and reinstatement decisions require human review.", "searchText": "customer-appsumo appsumo licenses customer guidance for appsumo redemption, workspace assignment, entitlements, and common license issues. customer billing appsumo license redemption entitlement billing appsumo licenses appsumo licenses can grant workspace entitlements that differ from standard subscription plans. redemption redeem the code using the buyer email and the workspace that should receive the entitlement. confirm you are signed in with the account that should manage the workspace. license attached to the wrong workspace if the license was redeemed to the wrong workspace, contact support. include the buyer email, workspace names, and the approximate redemption time. transfers require review to prevent ownership and entitlement mistakes. entitlement mismatch if a feature should be included but is unavailable, support may compare the appsumo deal, license status, workspace seat count, storage limits, and billing source. do not create duplicate workspaces just to retry a redemption without checking with support. refunds and revocation refunded or revoked licenses may remove entitlement access. refund and reinstatement decisions require human review." }, { "id": "customer-billing-plans", "title": "Billing and Plans", "description": "Customer guidance for subscriptions, invoices, plan limits, AppSumo entitlements, workspace seats, and billing state.", "audience": "customer", "productArea": "billing", "safeForCustomer": true, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "billing", "invoice", "subscription", "seats", "stripe", "appsumo" ], "relatedDocs": [ "support-billing-playbook", "policy-refunds-billing-changes" ], "url": "/support/customer/billing-plans", "sourcePath": "support-docs/app/customer/billing-plans/page.mdx", "summary": "Billing and Plans", "headings": [ { "depth": 2, "title": "Subscription status" }, { "depth": 2, "title": "Invoices and payment methods" }, { "depth": 2, "title": "Seat counts" }, { "depth": 2, "title": "AppSumo entitlements" }, { "depth": 2, "title": "Human review required" } ], "sections": [ { "title": "Overview", "text": "Billing and Plans Workspace billing controls plan features, seat usage, storage limits, and renewal state. Billing access is usually available to workspace owners." }, { "title": "Subscription status", "text": "Subscription status If a paid feature is unavailable, confirm the active workspace, plan, billing status, and seat usage. A payment failure, canceled subscription, or plan limit can affect access." }, { "title": "Invoices and payment methods", "text": "Invoices and payment methods Use the billing portal from the workspace billing area when available. Do not send full card numbers to support. Support may ask for invoice ID, billing email, workspace name, or last four digits only when needed for verification." }, { "title": "Seat counts", "text": "Seat counts Seat counts are based on active members and sometimes pending invites. If a workspace has more seats than expected, review members and invites before requesting a billing adjustment." }, { "title": "AppSumo entitlements", "text": "AppSumo entitlements If you redeemed an AppSumo license, plan features may come from the redeemed deal rather than a standard subscription. Include the buyer email and workspace name when asking support to review AppSumo access." }, { "title": "Human review required", "text": "Human review required Refunds, credits, subscription changes, ownership-sensitive billing changes, and entitlement overrides require human review. The AI assistant can draft guidance but cannot apply billing mutations." } ], "bodyText": "Billing and Plans Workspace billing controls plan features, seat usage, storage limits, and renewal state. Billing access is usually available to workspace owners. Subscription status If a paid feature is unavailable, confirm the active workspace, plan, billing status, and seat usage. A payment failure, canceled subscription, or plan limit can affect access. Invoices and payment methods Use the billing portal from the workspace billing area when available. Do not send full card numbers to support. Support may ask for invoice ID, billing email, workspace name, or last four digits only when needed for verification. Seat counts Seat counts are based on active members and sometimes pending invites. If a workspace has more seats than expected, review members and invites before requesting a billing adjustment. AppSumo entitlements If you redeemed an AppSumo license, plan features may come from the redeemed deal rather than a standard subscription. Include the buyer email and workspace name when asking support to review AppSumo access. Human review required Refunds, credits, subscription changes, ownership-sensitive billing changes, and entitlement overrides require human review. The AI assistant can draft guidance but cannot apply billing mutations.", "searchText": "customer-billing-plans billing and plans customer guidance for subscriptions, invoices, plan limits, appsumo entitlements, workspace seats, and billing state. customer billing billing invoice subscription seats stripe appsumo billing and plans workspace billing controls plan features, seat usage, storage limits, and renewal state. billing access is usually available to workspace owners. subscription status if a paid feature is unavailable, confirm the active workspace, plan, billing status, and seat usage. a payment failure, canceled subscription, or plan limit can affect access. invoices and payment methods use the billing portal from the workspace billing area when available. do not send full card numbers to support. support may ask for invoice id, billing email, workspace name, or last four digits only when needed for verification. seat counts seat counts are based on active members and sometimes pending invites. if a workspace has more seats than expected, review members and invites before requesting a billing adjustment. appsumo entitlements if you redeemed an appsumo license, plan features may come from the redeemed deal rather than a standard subscription. include the buyer email and workspace name when asking support to review appsumo access. human review required refunds, credits, subscription changes, ownership-sensitive billing changes, and entitlement overrides require human review. the ai assistant can draft guidance but cannot apply billing mutations." }, { "id": "customer-custom-domains", "title": "Custom Domains", "description": "Customer guidance for adding, verifying, and troubleshooting custom domains for Clientana share pages and workspace routing.", "audience": "customer", "productArea": "domains", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "custom-domain", "domain", "dns", "cname", "verification", "ssl" ], "relatedDocs": [ "support-custom-domain-playbook", "known-domain-verification" ], "url": "/support/customer/custom-domains", "sourcePath": "support-docs/app/customer/custom-domains/page.mdx", "summary": "Custom Domains", "headings": [ { "depth": 2, "title": "Verification basics" }, { "depth": 2, "title": "Common setup mistakes" }, { "depth": 2, "title": "SSL and routing" }, { "depth": 2, "title": "What to send support" } ], "sections": [ { "title": "Overview", "text": "Custom Domains Custom domains let eligible workspaces publish Clientana share pages on a branded host." }, { "title": "Verification basics", "text": "Verification basics Domain verification requires DNS records to be added at your DNS provider. DNS changes can take time to propagate. Copy the record values exactly and avoid adding extra spaces or protocol prefixes." }, { "title": "Common setup mistakes", "text": "Common setup mistakes Adding a record to the wrong DNS zone. Using the root domain when the workspace configured a subdomain. Entering https:// or a path where only a hostname is expected. Leaving an old conflicting CNAME, A, or AAAA record in place. Expecting verification before DNS propagation has completed." }, { "title": "SSL and routing", "text": "SSL and routing After DNS verification, SSL provisioning and route activation may take additional time. If the domain resolves to the wrong site, confirm the hostname and DNS records match the values shown in Clientana." }, { "title": "What to send support", "text": "What to send support Send the workspace name, configured hostname, DNS provider, screenshot of the DNS records, and the exact error shown in Clientana." } ], "bodyText": "Custom Domains Custom domains let eligible workspaces publish Clientana share pages on a branded host. Verification basics Domain verification requires DNS records to be added at your DNS provider. DNS changes can take time to propagate. Copy the record values exactly and avoid adding extra spaces or protocol prefixes. Common setup mistakes Adding a record to the wrong DNS zone. Using the root domain when the workspace configured a subdomain. Entering https:// or a path where only a hostname is expected. Leaving an old conflicting CNAME, A, or AAAA record in place. Expecting verification before DNS propagation has completed. SSL and routing After DNS verification, SSL provisioning and route activation may take additional time. If the domain resolves to the wrong site, confirm the hostname and DNS records match the values shown in Clientana. What to send support Send the workspace name, configured hostname, DNS provider, screenshot of the DNS records, and the exact error shown in Clientana.", "searchText": "customer-custom-domains custom domains customer guidance for adding, verifying, and troubleshooting custom domains for clientana share pages and workspace routing. customer domains custom-domain domain dns cname verification ssl custom domains custom domains let eligible workspaces publish clientana share pages on a branded host. verification basics domain verification requires dns records to be added at your dns provider. dns changes can take time to propagate. copy the record values exactly and avoid adding extra spaces or protocol prefixes. common setup mistakes adding a record to the wrong dns zone. using the root domain when the workspace configured a subdomain. entering https:// or a path where only a hostname is expected. leaving an old conflicting cname, a, or aaaa record in place. expecting verification before dns propagation has completed. ssl and routing after dns verification, ssl provisioning and route activation may take additional time. if the domain resolves to the wrong site, confirm the hostname and dns records match the values shown in clientana. what to send support send the workspace name, configured hostname, dns provider, screenshot of the dns records, and the exact error shown in clientana." }, { "id": "customer-meetings-captions-translation", "title": "Meetings and Captions", "description": "Customer guidance for meeting rooms, camera and microphone access, live captions, and translation.", "audience": "customer", "productArea": "meetings", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meeting", "captions", "translation", "microphone", "stt", "nvidia" ], "relatedDocs": [ "support-meetings-captions-playbook", "known-live-caption-translation" ], "url": "/support/customer/meetings-captions-translation", "sourcePath": "support-docs/app/customer/meetings-captions-translation/page.mdx", "summary": "Meetings and Captions", "headings": [ { "depth": 2, "title": "Camera and microphone" }, { "depth": 2, "title": "Screen sharing" }, { "depth": 2, "title": "Captions" }, { "depth": 2, "title": "Translation" }, { "depth": 2, "title": "What to send support" } ], "sections": [ { "title": "Overview", "text": "Meetings and Captions Clientana meetings support camera, microphone, screen sharing, captions, and translation where the browser and workspace settings allow it." }, { "title": "Camera and microphone", "text": "Camera and microphone If camera or microphone access fails, check browser site permissions, operating system privacy settings, and whether another app is already using the device. Reload the meeting after changing permissions." }, { "title": "Screen sharing", "text": "Screen sharing Desktop browsers usually provide the best screen sharing support. Some mobile browsers do not support screen sharing from the browser, even when they support camera and microphone." }, { "title": "Captions", "text": "Captions Live captions depend on microphone audio quality, network stability, and the configured speech provider. Background noise, low volume, unsupported language settings, or a blocked microphone can reduce quality." }, { "title": "Translation", "text": "Translation Translation works best when the spoken source language and requested target language are supported by the configured provider. If translation does not appear, confirm captions are working first." }, { "title": "What to send support", "text": "What to send support Send the meeting room link or name, approximate time, browser, operating system, source language, target language, and whether the issue affected all participants or one person." } ], "bodyText": "Meetings and Captions Clientana meetings support camera, microphone, screen sharing, captions, and translation where the browser and workspace settings allow it. Camera and microphone If camera or microphone access fails, check browser site permissions, operating system privacy settings, and whether another app is already using the device. Reload the meeting after changing permissions. Screen sharing Desktop browsers usually provide the best screen sharing support. Some mobile browsers do not support screen sharing from the browser, even when they support camera and microphone. Captions Live captions depend on microphone audio quality, network stability, and the configured speech provider. Background noise, low volume, unsupported language settings, or a blocked microphone can reduce quality. Translation Translation works best when the spoken source language and requested target language are supported by the configured provider. If translation does not appear, confirm captions are working first. What to send support Send the meeting room link or name, approximate time, browser, operating system, source language, target language, and whether the issue affected all participants or one person.", "searchText": "customer-meetings-captions-translation meetings and captions customer guidance for meeting rooms, camera and microphone access, live captions, and translation. customer meetings meeting captions translation microphone stt nvidia meetings and captions clientana meetings support camera, microphone, screen sharing, captions, and translation where the browser and workspace settings allow it. camera and microphone if camera or microphone access fails, check browser site permissions, operating system privacy settings, and whether another app is already using the device. reload the meeting after changing permissions. screen sharing desktop browsers usually provide the best screen sharing support. some mobile browsers do not support screen sharing from the browser, even when they support camera and microphone. captions live captions depend on microphone audio quality, network stability, and the configured speech provider. background noise, low volume, unsupported language settings, or a blocked microphone can reduce quality. translation translation works best when the spoken source language and requested target language are supported by the configured provider. if translation does not appear, confirm captions are working first. what to send support send the meeting room link or name, approximate time, browser, operating system, source language, target language, and whether the issue affected all participants or one person." }, { "id": "customer-quick-start", "title": "Quick Start", "description": "The fastest way to start recording, meet with teammates, share videos, and invite a workspace team in Clientana.", "audience": "customer", "productArea": "platform", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "onboarding", "workspace", "recording", "meeting" ], "relatedDocs": [], "url": "/support/customer/quick-start", "sourcePath": "support-docs/app/customer/quick-start/page.mdx", "summary": "Quick Start", "headings": [ { "depth": 2, "title": "First session checklist" }, { "depth": 2, "title": "Browser permissions" }, { "depth": 2, "title": "Workspace context" }, { "depth": 2, "title": "What support may ask for" } ], "sections": [ { "title": "Overview", "text": "Quick Start Clientana helps teams record walkthroughs, host meetings, generate captions, translate conversations, and share recordings from a workspace." }, { "title": "First session checklist", "text": "First session checklist 1. Sign in and confirm the active workspace in the dashboard. 2. Choose Record to capture a screen, camera, microphone, and supported system audio. 3. Choose Meet to start or join a meeting room. 4. Confirm the browser permission prompts for camera, microphone, and screen sharing. 5. Upload or finish a recording before closing the tab. 6. Share the recording link only with the intended audience." }, { "title": "Browser permissions", "text": "Browser permissions Most setup issues come from browser permissions. If camera, microphone, or screen sharing is blocked, open the browser site settings for clientana.com, allow the required device, and reload the page. On mobile browsers, screen sharing may be unavailable even when camera and microphone work." }, { "title": "Workspace context", "text": "Workspace context Recordings, meeting history, billing, custom domains, and member permissions belong to the active workspace. If something appears missing, check whether the user is in the expected workspace before assuming data loss." }, { "title": "What support may ask for", "text": "What support may ask for Support may ask for account email, workspace name, recording link, meeting room name, approximate time, browser and operating system, and the exact error text. Support will not ask for passwords, API keys, recovery codes, or payment card numbers." } ], "bodyText": "Quick Start Clientana helps teams record walkthroughs, host meetings, generate captions, translate conversations, and share recordings from a workspace. First session checklist 1. Sign in and confirm the active workspace in the dashboard. 2. Choose Record to capture a screen, camera, microphone, and supported system audio. 3. Choose Meet to start or join a meeting room. 4. Confirm the browser permission prompts for camera, microphone, and screen sharing. 5. Upload or finish a recording before closing the tab. 6. Share the recording link only with the intended audience. Browser permissions Most setup issues come from browser permissions. If camera, microphone, or screen sharing is blocked, open the browser site settings for clientana.com, allow the required device, and reload the page. On mobile browsers, screen sharing may be unavailable even when camera and microphone work. Workspace context Recordings, meeting history, billing, custom domains, and member permissions belong to the active workspace. If something appears missing, check whether the user is in the expected workspace before assuming data loss. What support may ask for Support may ask for account email, workspace name, recording link, meeting room name, approximate time, browser and operating system, and the exact error text. Support will not ask for passwords, API keys, recovery codes, or payment card numbers.", "searchText": "customer-quick-start quick start the fastest way to start recording, meet with teammates, share videos, and invite a workspace team in clientana. customer platform onboarding workspace recording meeting quick start clientana helps teams record walkthroughs, host meetings, generate captions, translate conversations, and share recordings from a workspace. first session checklist 1. sign in and confirm the active workspace in the dashboard. 2. choose record to capture a screen, camera, microphone, and supported system audio. 3. choose meet to start or join a meeting room. 4. confirm the browser permission prompts for camera, microphone, and screen sharing. 5. upload or finish a recording before closing the tab. 6. share the recording link only with the intended audience. browser permissions most setup issues come from browser permissions. if camera, microphone, or screen sharing is blocked, open the browser site settings for clientana.com, allow the required device, and reload the page. on mobile browsers, screen sharing may be unavailable even when camera and microphone work. workspace context recordings, meeting history, billing, custom domains, and member permissions belong to the active workspace. if something appears missing, check whether the user is in the expected workspace before assuming data loss. what support may ask for support may ask for account email, workspace name, recording link, meeting room name, approximate time, browser and operating system, and the exact error text. support will not ask for passwords, api keys, recovery codes, or payment card numbers." }, { "id": "recording-export-stuck", "title": "Export and Processing", "description": "What customers can do when a recording is processing, export is unavailable, or a downloaded video is not ready yet.", "audience": "customer", "productArea": "recordings", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "recording", "export", "processing", "worker_timeout", "download" ], "relatedDocs": [ "support-recordings-export-playbook", "known-recording-processing-states" ], "url": "/support/customer/recording-export", "sourcePath": "support-docs/app/customer/recording-export/page.mdx", "summary": "Export and Processing", "headings": [ { "depth": 2, "title": "Normal processing states" }, { "depth": 2, "title": "Export button is disabled" }, { "depth": 2, "title": "Download is missing or incomplete" }, { "depth": 2, "title": "What to include in a support request" } ], "sections": [ { "title": "Overview", "text": "Export and Processing Recordings may need processing before thumbnails, clips, downloads, or derivative exports become available. Large recordings and busy processing periods can take longer." }, { "title": "Normal processing states", "text": "Normal processing states Uploading means the browser or server is still sending the recording data. Processing means Clientana is preparing playback, thumbnails, clips, captions, or downloadable derivatives. Ready means the recording is available for playback and supported exports. Failed means the recording needs support review or a retry." }, { "title": "Export button is disabled", "text": "Export button is disabled If the export button is disabled, wait a few minutes and refresh the recording page. Confirm the recording finished uploading and the workspace has the plan features needed for cloud processing. If the recording remains stuck, contact support with the recording link and approximate time it was created." }, { "title": "Download is missing or incomplete", "text": "Download is missing or incomplete If a download is missing, confirm the recording is ready and the browser did not block the download. If an exported file is incomplete, do not delete the original recording. Contact support so the processing state can be checked safely." }, { "title": "What to include in a support request", "text": "What to include in a support request Include the recording link, workspace name, approximate recording length, approximate time of upload, browser, operating system, and the visible processing or export status. Do not send raw credentials or private API keys." } ], "bodyText": "Export and Processing Recordings may need processing before thumbnails, clips, downloads, or derivative exports become available. Large recordings and busy processing periods can take longer. Normal processing states Uploading means the browser or server is still sending the recording data. Processing means Clientana is preparing playback, thumbnails, clips, captions, or downloadable derivatives. Ready means the recording is available for playback and supported exports. Failed means the recording needs support review or a retry. Export button is disabled If the export button is disabled, wait a few minutes and refresh the recording page. Confirm the recording finished uploading and the workspace has the plan features needed for cloud processing. If the recording remains stuck, contact support with the recording link and approximate time it was created. Download is missing or incomplete If a download is missing, confirm the recording is ready and the browser did not block the download. If an exported file is incomplete, do not delete the original recording. Contact support so the processing state can be checked safely. What to include in a support request Include the recording link, workspace name, approximate recording length, approximate time of upload, browser, operating system, and the visible processing or export status. Do not send raw credentials or private API keys.", "searchText": "recording-export-stuck export and processing what customers can do when a recording is processing, export is unavailable, or a downloaded video is not ready yet. customer recordings recording export processing worker_timeout download export and processing recordings may need processing before thumbnails, clips, downloads, or derivative exports become available. large recordings and busy processing periods can take longer. normal processing states uploading means the browser or server is still sending the recording data. processing means clientana is preparing playback, thumbnails, clips, captions, or downloadable derivatives. ready means the recording is available for playback and supported exports. failed means the recording needs support review or a retry. export button is disabled if the export button is disabled, wait a few minutes and refresh the recording page. confirm the recording finished uploading and the workspace has the plan features needed for cloud processing. if the recording remains stuck, contact support with the recording link and approximate time it was created. download is missing or incomplete if a download is missing, confirm the recording is ready and the browser did not block the download. if an exported file is incomplete, do not delete the original recording. contact support so the processing state can be checked safely. what to include in a support request include the recording link, workspace name, approximate recording length, approximate time of upload, browser, operating system, and the visible processing or export status. do not send raw credentials or private api keys." }, { "id": "customer-recording-sharing", "title": "Recording and Sharing", "description": "Customer guidance for creating recordings, accessing share links, visibility, comments, and recording libraries.", "audience": "customer", "productArea": "recordings", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "recording", "share", "library", "comments", "access" ], "relatedDocs": [ "customer-recording-export", "customer-security-privacy" ], "url": "/support/customer/recording-sharing", "sourcePath": "support-docs/app/customer/recording-sharing/page.mdx", "summary": "Recording and Sharing", "headings": [ { "depth": 2, "title": "Recording capture" }, { "depth": 2, "title": "Library visibility" }, { "depth": 2, "title": "Share link access" }, { "depth": 2, "title": "Comments and versions" } ], "sections": [ { "title": "Overview", "text": "Recording and Sharing Clientana recordings can be created from the Record page and managed from the library. Share links should only be sent to the intended audience." }, { "title": "Recording capture", "text": "Recording capture Before recording, confirm the browser has permission for the screen, camera, and microphone inputs you plan to use. If the capture starts without the expected device, stop and restart after changing the browser permission or selected input." }, { "title": "Library visibility", "text": "Library visibility Recordings belong to the active workspace. If a recording is not visible, confirm the workspace selector, the account email, and whether the recording was stored locally or uploaded to cloud storage." }, { "title": "Share link access", "text": "Share link access Share links can be restricted by workspace settings and recording options. If a recipient cannot open a link, confirm the link was copied from the intended recording, the share has not expired, and the recipient is allowed by the chosen access mode." }, { "title": "Comments and versions", "text": "Comments and versions Comments and timeline feedback help support diagnose playback issues. If a comment appears missing, verify that the recipient opened the same share link and that the recording was not replaced by another version." } ], "bodyText": "Recording and Sharing Clientana recordings can be created from the Record page and managed from the library. Share links should only be sent to the intended audience. Recording capture Before recording, confirm the browser has permission for the screen, camera, and microphone inputs you plan to use. If the capture starts without the expected device, stop and restart after changing the browser permission or selected input. Library visibility Recordings belong to the active workspace. If a recording is not visible, confirm the workspace selector, the account email, and whether the recording was stored locally or uploaded to cloud storage. Share link access Share links can be restricted by workspace settings and recording options. If a recipient cannot open a link, confirm the link was copied from the intended recording, the share has not expired, and the recipient is allowed by the chosen access mode. Comments and versions Comments and timeline feedback help support diagnose playback issues. If a comment appears missing, verify that the recipient opened the same share link and that the recording was not replaced by another version.", "searchText": "customer-recording-sharing recording and sharing customer guidance for creating recordings, accessing share links, visibility, comments, and recording libraries. customer recordings recording share library comments access recording and sharing clientana recordings can be created from the record page and managed from the library. share links should only be sent to the intended audience. recording capture before recording, confirm the browser has permission for the screen, camera, and microphone inputs you plan to use. if the capture starts without the expected device, stop and restart after changing the browser permission or selected input. library visibility recordings belong to the active workspace. if a recording is not visible, confirm the workspace selector, the account email, and whether the recording was stored locally or uploaded to cloud storage. share link access share links can be restricted by workspace settings and recording options. if a recipient cannot open a link, confirm the link was copied from the intended recording, the share has not expired, and the recipient is allowed by the chosen access mode. comments and versions comments and timeline feedback help support diagnose playback issues. if a comment appears missing, verify that the recipient opened the same share link and that the recording was not replaced by another version." }, { "id": "customer-security-privacy", "title": "Security and Privacy", "description": "Customer-safe guidance for privacy boundaries, share links, account security, and what support will never ask for.", "audience": "customer", "productArea": "security", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "policy", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "security", "privacy", "share-link", "account", "data" ], "relatedDocs": [ "policy-support-safety-boundaries" ], "url": "/support/customer/security-privacy", "sourcePath": "support-docs/app/customer/security-privacy/page.mdx", "summary": "Security and Privacy", "headings": [ { "depth": 2, "title": "What support will not ask for" }, { "depth": 2, "title": "Share links" }, { "depth": 2, "title": "Account integrity concerns" }, { "depth": 2, "title": "Data requests" } ], "sections": [ { "title": "Overview", "text": "Security and Privacy Clientana support uses least-privilege access and audited workflows for sensitive customer support actions." }, { "title": "What support will not ask for", "text": "What support will not ask for Support will not ask for your password, API keys, bearer tokens, webhook secrets, recovery codes, or full payment card number. If troubleshooting requires sensitive account changes, support will use approved workflows and verification steps." }, { "title": "Share links", "text": "Share links Treat share links as sensitive. Only send them to people who should access the recording. If a link was shared with the wrong person, update the share settings or contact support if you need help." }, { "title": "Account integrity concerns", "text": "Account integrity concerns If you suspect unauthorized access, contact support with the account email, workspace name, approximate time, and what changed. Do not send private credentials." }, { "title": "Data requests", "text": "Data requests Data export, deletion, ownership recovery, and legal/privacy requests may require identity or authority verification. Support can explain the process, but some requests require human review before action." } ], "bodyText": "Security and Privacy Clientana support uses least-privilege access and audited workflows for sensitive customer support actions. What support will not ask for Support will not ask for your password, API keys, bearer tokens, webhook secrets, recovery codes, or full payment card number. If troubleshooting requires sensitive account changes, support will use approved workflows and verification steps. Share links Treat share links as sensitive. Only send them to people who should access the recording. If a link was shared with the wrong person, update the share settings or contact support if you need help. Account integrity concerns If you suspect unauthorized access, contact support with the account email, workspace name, approximate time, and what changed. Do not send private credentials. Data requests Data export, deletion, ownership recovery, and legal/privacy requests may require identity or authority verification. Support can explain the process, but some requests require human review before action.", "searchText": "customer-security-privacy security and privacy customer-safe guidance for privacy boundaries, share links, account security, and what support will never ask for. customer security security privacy share-link account data security and privacy clientana support uses least-privilege access and audited workflows for sensitive customer support actions. what support will not ask for support will not ask for your password, api keys, bearer tokens, webhook secrets, recovery codes, or full payment card number. if troubleshooting requires sensitive account changes, support will use approved workflows and verification steps. share links treat share links as sensitive. only send them to people who should access the recording. if a link was shared with the wrong person, update the share settings or contact support if you need help. account integrity concerns if you suspect unauthorized access, contact support with the account email, workspace name, approximate time, and what changed. do not send private credentials. data requests data export, deletion, ownership recovery, and legal/privacy requests may require identity or authority verification. support can explain the process, but some requests require human review before action." }, { "id": "customer-workspaces-seats", "title": "Workspaces and Seats", "description": "How workspace owners manage members, seats, roles, and workspace access.", "audience": "customer", "productArea": "workspace", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "workspace", "seats", "members", "owner", "roles" ], "relatedDocs": [], "url": "/support/customer/workspaces-seats", "sourcePath": "support-docs/app/customer/workspaces-seats/page.mdx", "summary": "Workspaces and Seats", "headings": [ { "depth": 2, "title": "Member roles" }, { "depth": 2, "title": "Seat usage" }, { "depth": 2, "title": "Invitations" }, { "depth": 2, "title": "Owner changes" } ], "sections": [ { "title": "Overview", "text": "Workspaces and Seats A workspace contains the team's recordings, meetings, members, billing state, and custom domain settings. Workspace owners can invite members and manage plan-related seat usage." }, { "title": "Member roles", "text": "Member roles Owners manage workspace settings and billing. Members can use product features available to the workspace plan. If a user cannot access a setting, confirm their role with a workspace owner." }, { "title": "Seat usage", "text": "Seat usage Seat usage is based on active workspace membership. If billing or seat counts look unexpected, review the member list for pending invites, duplicate email aliases, and users who should be removed." }, { "title": "Invitations", "text": "Invitations Invites should be sent to the exact email address the user will use to sign in. If a user accepted an invite but cannot see the workspace, they may have signed in with a different email." }, { "title": "Owner changes", "text": "Owner changes Changing the workspace owner is a sensitive action. Support may help verify the correct process, but ownership recovery or transfer requires human review and proof that the requester is authorized." } ], "bodyText": "Workspaces and Seats A workspace contains the team's recordings, meetings, members, billing state, and custom domain settings. Workspace owners can invite members and manage plan-related seat usage. Member roles Owners manage workspace settings and billing. Members can use product features available to the workspace plan. If a user cannot access a setting, confirm their role with a workspace owner. Seat usage Seat usage is based on active workspace membership. If billing or seat counts look unexpected, review the member list for pending invites, duplicate email aliases, and users who should be removed. Invitations Invites should be sent to the exact email address the user will use to sign in. If a user accepted an invite but cannot see the workspace, they may have signed in with a different email. Owner changes Changing the workspace owner is a sensitive action. Support may help verify the correct process, but ownership recovery or transfer requires human review and proof that the requester is authorized.", "searchText": "customer-workspaces-seats workspaces and seats how workspace owners manage members, seats, roles, and workspace access. customer workspace workspace seats members owner roles workspaces and seats a workspace contains the team's recordings, meetings, members, billing state, and custom domain settings. workspace owners can invite members and manage plan-related seat usage. member roles owners manage workspace settings and billing. members can use product features available to the workspace plan. if a user cannot access a setting, confirm their role with a workspace owner. seat usage seat usage is based on active workspace membership. if billing or seat counts look unexpected, review the member list for pending invites, duplicate email aliases, and users who should be removed. invitations invites should be sent to the exact email address the user will use to sign in. if a user accepted an invite but cannot see the workspace, they may have signed in with a different email. owner changes changing the workspace owner is a sensitive action. support may help verify the correct process, but ownership recovery or transfer requires human review and proof that the requester is authorized." }, { "id": "known-billing-webhooks", "title": "Billing Webhook Issues", "description": "Known billing sync symptoms for Stripe events, subscription state, seat quantity, invoices, and entitlement drift.", "audience": "support", "productArea": "billing", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "known_issue", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "billing", "webhook", "stripe", "subscription", "invoice", "entitlement" ], "relatedDocs": [ "customer-billing-plans", "support-billing-playbook" ], "url": "/support/known-issues/billing-webhooks", "sourcePath": "support-docs/app/known-issues/billing-webhooks/page.mdx", "summary": "Billing Webhook Issues", "headings": [ { "depth": 2, "title": "Common symptoms" }, { "depth": 2, "title": "Investigation steps" }, { "depth": 2, "title": "Customer-safe wording" } ], "sections": [ { "title": "Overview", "text": "Billing Webhook Issues Billing webhook issues can cause the payment processor state and Clientana workspace entitlement state to drift." }, { "title": "Common symptoms", "text": "Common symptoms Customer paid but workspace still shows limited access. Subscription was canceled but entitlement still appears active. Seat quantity does not match active workspace members. Invoice status changed but billing events are missing or delayed. AppSumo entitlement conflicts with Stripe subscription expectations." }, { "title": "Investigation steps", "text": "Investigation steps Compare billing events, subscription row, customer ID, workspace ID, seat usage, AppSumo license state, and effective entitlement calculation. Identify whether the source of truth is Stripe, AppSumo, a manual override, or a stale sync." }, { "title": "Customer-safe wording", "text": "Customer-safe wording Tell the customer support is checking the workspace billing sync. Do not expose webhook payloads, processor secrets, or internal event IDs unless approved." } ], "bodyText": "Billing Webhook Issues Billing webhook issues can cause the payment processor state and Clientana workspace entitlement state to drift. Common symptoms Customer paid but workspace still shows limited access. Subscription was canceled but entitlement still appears active. Seat quantity does not match active workspace members. Invoice status changed but billing events are missing or delayed. AppSumo entitlement conflicts with Stripe subscription expectations. Investigation steps Compare billing events, subscription row, customer ID, workspace ID, seat usage, AppSumo license state, and effective entitlement calculation. Identify whether the source of truth is Stripe, AppSumo, a manual override, or a stale sync. Customer-safe wording Tell the customer support is checking the workspace billing sync. Do not expose webhook payloads, processor secrets, or internal event IDs unless approved.", "searchText": "known-billing-webhooks billing webhook issues known billing sync symptoms for stripe events, subscription state, seat quantity, invoices, and entitlement drift. support billing billing webhook stripe subscription invoice entitlement billing webhook issues billing webhook issues can cause the payment processor state and clientana workspace entitlement state to drift. common symptoms customer paid but workspace still shows limited access. subscription was canceled but entitlement still appears active. seat quantity does not match active workspace members. invoice status changed but billing events are missing or delayed. appsumo entitlement conflicts with stripe subscription expectations. investigation steps compare billing events, subscription row, customer id, workspace id, seat usage, appsumo license state, and effective entitlement calculation. identify whether the source of truth is stripe, appsumo, a manual override, or a stale sync. customer-safe wording tell the customer support is checking the workspace billing sync. do not expose webhook payloads, processor secrets, or internal event ids unless approved." }, { "id": "known-domain-verification", "title": "Domain Verification Issues", "description": "Known DNS, verification, SSL, routing, and entitlement issues for custom domains.", "audience": "support", "productArea": "domains", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "known_issue", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "domain", "dns", "verification", "ssl", "cname", "routing" ], "relatedDocs": [ "customer-custom-domains", "support-custom-domain-playbook" ], "url": "/support/known-issues/domain-verification", "sourcePath": "support-docs/app/known-issues/domain-verification/page.mdx", "summary": "Domain Verification Issues", "headings": [ { "depth": 2, "title": "DNS mismatch" }, { "depth": 2, "title": "Entitlement mismatch" }, { "depth": 2, "title": "SSL delay" }, { "depth": 2, "title": "Takeover concern" } ], "sections": [ { "title": "Overview", "text": "Domain Verification Issues Custom domain failures usually come from DNS mismatch, entitlement mismatch, SSL provisioning delay, or a domain ownership concern." }, { "title": "DNS mismatch", "text": "DNS mismatch Check the exact hostname, record type, record value, DNS zone, and whether the customer added a protocol or path by mistake." }, { "title": "Entitlement mismatch", "text": "Entitlement mismatch If DNS looks correct but verification is blocked, confirm the workspace plan includes custom domains and the domain purpose matches the expected product route." }, { "title": "SSL delay", "text": "SSL delay After verification, SSL and routing can still take time. If the domain resolves but shows the wrong certificate or site, check provisioning status and recent route changes." }, { "title": "Takeover concern", "text": "Takeover concern Escalate if two tenants claim the same domain, a domain is attached to the wrong tenant, or the requester cannot prove authority." } ], "bodyText": "Domain Verification Issues Custom domain failures usually come from DNS mismatch, entitlement mismatch, SSL provisioning delay, or a domain ownership concern. DNS mismatch Check the exact hostname, record type, record value, DNS zone, and whether the customer added a protocol or path by mistake. Entitlement mismatch If DNS looks correct but verification is blocked, confirm the workspace plan includes custom domains and the domain purpose matches the expected product route. SSL delay After verification, SSL and routing can still take time. If the domain resolves but shows the wrong certificate or site, check provisioning status and recent route changes. Takeover concern Escalate if two tenants claim the same domain, a domain is attached to the wrong tenant, or the requester cannot prove authority.", "searchText": "known-domain-verification domain verification issues known dns, verification, ssl, routing, and entitlement issues for custom domains. support domains domain dns verification ssl cname routing domain verification issues custom domain failures usually come from dns mismatch, entitlement mismatch, ssl provisioning delay, or a domain ownership concern. dns mismatch check the exact hostname, record type, record value, dns zone, and whether the customer added a protocol or path by mistake. entitlement mismatch if dns looks correct but verification is blocked, confirm the workspace plan includes custom domains and the domain purpose matches the expected product route. ssl delay after verification, ssl and routing can still take time. if the domain resolves but shows the wrong certificate or site, check provisioning status and recent route changes. takeover concern escalate if two tenants claim the same domain, a domain is attached to the wrong tenant, or the requester cannot prove authority." }, { "id": "known-live-caption-translation", "title": "Live Caption and Translation Issues", "description": "Known symptoms for missing captions, delayed transcription, unsupported language pairs, and provider fallback behavior.", "audience": "support", "productArea": "meetings", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "known_issue", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "captions", "translation", "stt", "language", "nvidia", "fallback" ], "relatedDocs": [ "customer-meetings-captions-translation", "support-meetings-captions-playbook" ], "url": "/support/known-issues/live-caption-translation", "sourcePath": "support-docs/app/known-issues/live-caption-translation/page.mdx", "summary": "Live Caption and Translation Issues", "headings": [ { "depth": 2, "title": "Missing captions" }, { "depth": 2, "title": "Delayed captions" }, { "depth": 2, "title": "Translation missing" }, { "depth": 2, "title": "Provider fallback" } ], "sections": [ { "title": "Overview", "text": "Live Caption and Translation Issues Caption quality depends on microphone capture, audio level, browser permissions, network stability, language support, and provider availability." }, { "title": "Missing captions", "text": "Missing captions Check whether the microphone stream is active, the user granted permission, the meeting room is connected, and the caption provider is configured. If no audio reaches the provider, translation cannot work." }, { "title": "Delayed captions", "text": "Delayed captions Delays can come from poor network, provider latency, chunk size, or a backlog. Ask whether all participants see delay or one participant does." }, { "title": "Translation missing", "text": "Translation missing If captions appear but translation does not, verify language pair support and provider selection. Some providers support only specific English-paired language routes." }, { "title": "Provider fallback", "text": "Provider fallback When provider fallback is active, quality and supported language pairs can change. Do not expose provider API failures or credentials in customer-facing replies." } ], "bodyText": "Live Caption and Translation Issues Caption quality depends on microphone capture, audio level, browser permissions, network stability, language support, and provider availability. Missing captions Check whether the microphone stream is active, the user granted permission, the meeting room is connected, and the caption provider is configured. If no audio reaches the provider, translation cannot work. Delayed captions Delays can come from poor network, provider latency, chunk size, or a backlog. Ask whether all participants see delay or one participant does. Translation missing If captions appear but translation does not, verify language pair support and provider selection. Some providers support only specific English-paired language routes. Provider fallback When provider fallback is active, quality and supported language pairs can change. Do not expose provider API failures or credentials in customer-facing replies.", "searchText": "known-live-caption-translation live caption and translation issues known symptoms for missing captions, delayed transcription, unsupported language pairs, and provider fallback behavior. support meetings captions translation stt language nvidia fallback live caption and translation issues caption quality depends on microphone capture, audio level, browser permissions, network stability, language support, and provider availability. missing captions check whether the microphone stream is active, the user granted permission, the meeting room is connected, and the caption provider is configured. if no audio reaches the provider, translation cannot work. delayed captions delays can come from poor network, provider latency, chunk size, or a backlog. ask whether all participants see delay or one participant does. translation missing if captions appear but translation does not, verify language pair support and provider selection. some providers support only specific english-paired language routes. provider fallback when provider fallback is active, quality and supported language pairs can change. do not expose provider api failures or credentials in customer-facing replies." }, { "id": "known-recording-processing-states", "title": "Recording Processing States", "description": "Known symptoms and support interpretation for recording upload, processing, ready, failed, and export states.", "audience": "support", "productArea": "recordings", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "known_issue", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "recording", "processing", "upload", "export", "failed", "worker_timeout" ], "relatedDocs": [ "recording-export-stuck", "support-recordings-export-playbook" ], "url": "/support/known-issues/recording-processing-states", "sourcePath": "support-docs/app/known-issues/recording-processing-states/page.mdx", "summary": "Recording Processing States", "headings": [ { "depth": 2, "title": "Uploading" }, { "depth": 2, "title": "Processing" }, { "depth": 2, "title": "Ready" }, { "depth": 2, "title": "Failed" }, { "depth": 2, "title": "Customer-safe wording" } ], "sections": [ { "title": "Overview", "text": "Recording Processing States Recording state names should be interpreted with the timeline, storage object state, and processing job history. Do not rely on one status field alone when a customer reports a stuck export." }, { "title": "Uploading", "text": "Uploading Uploading means source media may still be in transit. Check multipart upload state, object size, browser close timing, and whether upload completion was acknowledged." }, { "title": "Processing", "text": "Processing Processing means a worker is creating playback-ready media, thumbnails, clips, captions, or downloadable derivatives. Long recordings can take longer. A processing state with no recent heartbeat or progress event needs worker/job review." }, { "title": "Ready", "text": "Ready Ready means normal playback and supported exports should be available. If the customer still cannot export, check entitlement, browser state, stale UI cache, and derivative-specific failure." }, { "title": "Failed", "text": "Failed Failed can mean worker timeout, unsupported media, missing source object, storage limit, or processing dependency failure. Retry only after confirming the source object exists and worker health is stable." }, { "title": "Customer-safe wording", "text": "Customer-safe wording Say: \"The recording is still being prepared\" or \"The processing job needs review.\" Do not say a worker crashed, a bucket key is missing, or an internal queue failed unless that wording has been approved for the incident." } ], "bodyText": "Recording Processing States Recording state names should be interpreted with the timeline, storage object state, and processing job history. Do not rely on one status field alone when a customer reports a stuck export. Uploading Uploading means source media may still be in transit. Check multipart upload state, object size, browser close timing, and whether upload completion was acknowledged. Processing Processing means a worker is creating playback-ready media, thumbnails, clips, captions, or downloadable derivatives. Long recordings can take longer. A processing state with no recent heartbeat or progress event needs worker/job review. Ready Ready means normal playback and supported exports should be available. If the customer still cannot export, check entitlement, browser state, stale UI cache, and derivative-specific failure. Failed Failed can mean worker timeout, unsupported media, missing source object, storage limit, or processing dependency failure. Retry only after confirming the source object exists and worker health is stable. Customer-safe wording Say: \"The recording is still being prepared\" or \"The processing job needs review.\" Do not say a worker crashed, a bucket key is missing, or an internal queue failed unless that wording has been approved for the incident.", "searchText": "known-recording-processing-states recording processing states known symptoms and support interpretation for recording upload, processing, ready, failed, and export states. support recordings recording processing upload export failed worker_timeout recording processing states recording state names should be interpreted with the timeline, storage object state, and processing job history. do not rely on one status field alone when a customer reports a stuck export. uploading uploading means source media may still be in transit. check multipart upload state, object size, browser close timing, and whether upload completion was acknowledged. processing processing means a worker is creating playback-ready media, thumbnails, clips, captions, or downloadable derivatives. long recordings can take longer. a processing state with no recent heartbeat or progress event needs worker/job review. ready ready means normal playback and supported exports should be available. if the customer still cannot export, check entitlement, browser state, stale ui cache, and derivative-specific failure. failed failed can mean worker timeout, unsupported media, missing source object, storage limit, or processing dependency failure. retry only after confirming the source object exists and worker health is stable. customer-safe wording say: \"the recording is still being prepared\" or \"the processing job needs review.\" do not say a worker crashed, a bucket key is missing, or an internal queue failed unless that wording has been approved for the incident." }, { "id": "known-scim-provisioning", "title": "SCIM Provisioning Issues", "description": "Known SCIM provisioning symptoms for user create, update, deactivate, email mismatch, group mapping, and token lifecycle.", "audience": "support", "productArea": "identity", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "known_issue", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "scim", "sso", "provisioning", "identity", "token", "member" ], "relatedDocs": [ "support-sso-scim-playbook" ], "url": "/support/known-issues/scim-provisioning", "sourcePath": "support-docs/app/known-issues/scim-provisioning/page.mdx", "summary": "SCIM Provisioning Issues", "headings": [ { "depth": 2, "title": "User missing" }, { "depth": 2, "title": "Duplicate or wrong user" }, { "depth": 2, "title": "Deactivation mismatch" }, { "depth": 2, "title": "Token issue" } ], "sections": [ { "title": "Overview", "text": "SCIM Provisioning Issues SCIM issues usually involve identity provider configuration, token state, email normalization, external IDs, or group-to-role mapping." }, { "title": "User missing", "text": "User missing Check whether the identity provider sent a create event, whether the user email matches the workspace domain policy, and whether the user was deactivated after creation." }, { "title": "Duplicate or wrong user", "text": "Duplicate or wrong user Compare normalized email, external ID, identity provider user ID, and previous membership events. Do not merge or delete users without an approved process." }, { "title": "Deactivation mismatch", "text": "Deactivation mismatch If a deactivated user still has access or an active user lost access, inspect the most recent SCIM update/deactivate event and any manual member change." }, { "title": "Token issue", "text": "Token issue SCIM token creation and revocation are sensitive. Never reveal token values after creation. Token rotation should be guided and audited." } ], "bodyText": "SCIM Provisioning Issues SCIM issues usually involve identity provider configuration, token state, email normalization, external IDs, or group-to-role mapping. User missing Check whether the identity provider sent a create event, whether the user email matches the workspace domain policy, and whether the user was deactivated after creation. Duplicate or wrong user Compare normalized email, external ID, identity provider user ID, and previous membership events. Do not merge or delete users without an approved process. Deactivation mismatch If a deactivated user still has access or an active user lost access, inspect the most recent SCIM update/deactivate event and any manual member change. Token issue SCIM token creation and revocation are sensitive. Never reveal token values after creation. Token rotation should be guided and audited.", "searchText": "known-scim-provisioning scim provisioning issues known scim provisioning symptoms for user create, update, deactivate, email mismatch, group mapping, and token lifecycle. support identity scim sso provisioning identity token member scim provisioning issues scim issues usually involve identity provider configuration, token state, email normalization, external ids, or group-to-role mapping. user missing check whether the identity provider sent a create event, whether the user email matches the workspace domain policy, and whether the user was deactivated after creation. duplicate or wrong user compare normalized email, external id, identity provider user id, and previous membership events. do not merge or delete users without an approved process. deactivation mismatch if a deactivated user still has access or an active user lost access, inspect the most recent scim update/deactivate event and any manual member change. token issue scim token creation and revocation are sensitive. never reveal token values after creation. token rotation should be guided and audited." }, { "id": "known-superadmin-ai-assistant", "title": "Superadmin AI Assistant Issues", "description": "Known behavior for the Superadmin AI Case Assistant, including disabled mode, missing provider key, timeout fallback, and citation gaps.", "audience": "support", "productArea": "support", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "known_issue", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "ai", "superadmin", "nvidia", "fallback", "timeout", "citations" ], "relatedDocs": [ "ai-retrieval-contract", "ai-citation-rules" ], "url": "/support/known-issues/superadmin-ai-assistant", "sourcePath": "support-docs/app/known-issues/superadmin-ai-assistant/page.mdx", "summary": "Superadmin AI Assistant Issues", "headings": [ { "depth": 2, "title": "Disabled mode" }, { "depth": 2, "title": "Missing provider key" }, { "depth": 2, "title": "Timeout fallback" }, { "depth": 2, "title": "Citation gaps" } ], "sections": [ { "title": "Overview", "text": "Superadmin AI Assistant Issues The Superadmin AI Case Assistant is a draft helper for support staff. It does not mutate users, billing, workspaces, recordings, domains, permissions, or identity settings." }, { "title": "Disabled mode", "text": "Disabled mode If Superadmin AI is disabled, the endpoint returns a disabled error and records an audit event. This is expected when the feature flag is off." }, { "title": "Missing provider key", "text": "Missing provider key If NVIDIA is configured but the API key is missing, the assistant uses deterministic fallback. The fallback can still produce a checklist, but it should show lower confidence." }, { "title": "Timeout fallback", "text": "Timeout fallback If the provider times out or returns an error, the assistant falls back deterministically and records the fallback reason in audit metadata." }, { "title": "Citation gaps", "text": "Citation gaps If no knowledgebase docs match the case, the assistant should state missing information and avoid citing unrelated docs. Improve the knowledgebase article rather than forcing a weak answer." } ], "bodyText": "Superadmin AI Assistant Issues The Superadmin AI Case Assistant is a draft helper for support staff. It does not mutate users, billing, workspaces, recordings, domains, permissions, or identity settings. Disabled mode If Superadmin AI is disabled, the endpoint returns a disabled error and records an audit event. This is expected when the feature flag is off. Missing provider key If NVIDIA is configured but the API key is missing, the assistant uses deterministic fallback. The fallback can still produce a checklist, but it should show lower confidence. Timeout fallback If the provider times out or returns an error, the assistant falls back deterministically and records the fallback reason in audit metadata. Citation gaps If no knowledgebase docs match the case, the assistant should state missing information and avoid citing unrelated docs. Improve the knowledgebase article rather than forcing a weak answer.", "searchText": "known-superadmin-ai-assistant superadmin ai assistant issues known behavior for the superadmin ai case assistant, including disabled mode, missing provider key, timeout fallback, and citation gaps. support support ai superadmin nvidia fallback timeout citations superadmin ai assistant issues the superadmin ai case assistant is a draft helper for support staff. it does not mutate users, billing, workspaces, recordings, domains, permissions, or identity settings. disabled mode if superadmin ai is disabled, the endpoint returns a disabled error and records an audit event. this is expected when the feature flag is off. missing provider key if nvidia is configured but the api key is missing, the assistant uses deterministic fallback. the fallback can still produce a checklist, but it should show lower confidence. timeout fallback if the provider times out or returns an error, the assistant falls back deterministically and records the fallback reason in audit metadata. citation gaps if no knowledgebase docs match the case, the assistant should state missing information and avoid citing unrelated docs. improve the knowledgebase article rather than forcing a weak answer." }, { "id": "known-upload-storage-errors", "title": "Upload and Storage Errors", "description": "Known upload, multipart, object storage, quota, and playback-source problems for support investigation.", "audience": "support", "productArea": "recordings", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "known_issue", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "upload", "storage", "r2", "quota", "multipart", "recording" ], "relatedDocs": [ "support-recordings-export-playbook" ], "url": "/support/known-issues/upload-storage-errors", "sourcePath": "support-docs/app/known-issues/upload-storage-errors/page.mdx", "summary": "Upload and Storage Errors", "headings": [ { "depth": 2, "title": "Common signals" }, { "depth": 2, "title": "Investigation steps" }, { "depth": 2, "title": "Customer-safe wording" } ], "sections": [ { "title": "Overview", "text": "Upload and Storage Errors Upload and storage issues can look like playback, export, or library problems. Confirm whether the source object exists before recommending processing retries." }, { "title": "Common signals", "text": "Common signals Upload started but completion was not recorded. Multipart upload was initiated but not completed. Object size is zero or smaller than expected. Storage entitlement or workspace quota is exceeded. Signed download URL generation failed. Playback references an object key that is missing or expired." }, { "title": "Investigation steps", "text": "Investigation steps Check tenant entitlement, storage usage, upload session events, object key prefix, multipart completion logs, and recent recording updates. If the source object is missing, a processing retry will not restore it." }, { "title": "Customer-safe wording", "text": "Customer-safe wording Ask for recording link, upload time, recording length, and whether the browser was closed before upload completed. Avoid exposing object keys, bucket names, signed URLs, or storage-provider payloads." } ], "bodyText": "Upload and Storage Errors Upload and storage issues can look like playback, export, or library problems. Confirm whether the source object exists before recommending processing retries. Common signals Upload started but completion was not recorded. Multipart upload was initiated but not completed. Object size is zero or smaller than expected. Storage entitlement or workspace quota is exceeded. Signed download URL generation failed. Playback references an object key that is missing or expired. Investigation steps Check tenant entitlement, storage usage, upload session events, object key prefix, multipart completion logs, and recent recording updates. If the source object is missing, a processing retry will not restore it. Customer-safe wording Ask for recording link, upload time, recording length, and whether the browser was closed before upload completed. Avoid exposing object keys, bucket names, signed URLs, or storage-provider payloads.", "searchText": "known-upload-storage-errors upload and storage errors known upload, multipart, object storage, quota, and playback-source problems for support investigation. support recordings upload storage r2 quota multipart recording upload and storage errors upload and storage issues can look like playback, export, or library problems. confirm whether the source object exists before recommending processing retries. common signals upload started but completion was not recorded. multipart upload was initiated but not completed. object size is zero or smaller than expected. storage entitlement or workspace quota is exceeded. signed download url generation failed. playback references an object key that is missing or expired. investigation steps check tenant entitlement, storage usage, upload session events, object key prefix, multipart completion logs, and recent recording updates. if the source object is missing, a processing retry will not restore it. customer-safe wording ask for recording link, upload time, recording length, and whether the browser was closed before upload completed. avoid exposing object keys, bucket names, signed urls, or storage-provider payloads." }, { "id": "meet-camera-microphone", "title": "Meet Camera and Microphone", "description": "How customers can resolve camera, microphone, speaker, echo, mute, permission, and device-selection issues in Clientana Meet.", "audience": "customer", "productArea": "meet", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meet", "camera", "microphone", "audio", "permissions" ], "relatedDocs": [ "meet-room-setup", "meet-captions", "record-browser-permissions" ], "url": "/support/meet/camera-microphone", "sourcePath": "support-docs/app/meet/camera-microphone/page.mdx", "summary": "Meet Camera and Microphone", "headings": [ { "depth": 2, "title": "Camera does not appear" }, { "depth": 2, "title": "Microphone is silent" }, { "depth": 2, "title": "Speaker or output issue" }, { "depth": 2, "title": "Echo or feedback" }, { "depth": 2, "title": "Captions dependency" } ], "sections": [ { "title": "Overview", "text": "Meet Camera and Microphone Camera and microphone issues are usually caused by local permissions, device selection, another app using the device, muted input, or network instability." }, { "title": "Camera does not appear", "text": "Camera does not appear Check browser camera permission, operating system privacy settings, camera selection, and whether another app is using the camera. Reload the room after changing permissions." }, { "title": "Microphone is silent", "text": "Microphone is silent Check browser microphone permission, selected input, operating system input level, hardware mute, and whether the microphone meter moves in the meeting UI if available." }, { "title": "Speaker or output issue", "text": "Speaker or output issue If the participant cannot hear others, check system output device, browser tab mute state, meeting mute controls, and whether another browser or headset works." }, { "title": "Echo or feedback", "text": "Echo or feedback Echo can happen when speakers play into an active microphone. Ask the customer to use headphones, lower speaker volume, or mute when not speaking." }, { "title": "Captions dependency", "text": "Captions dependency Captions and translation depend on usable microphone audio. If captions are missing, confirm microphone capture works before investigating speech or translation providers." } ], "bodyText": "Meet Camera and Microphone Camera and microphone issues are usually caused by local permissions, device selection, another app using the device, muted input, or network instability. Camera does not appear Check browser camera permission, operating system privacy settings, camera selection, and whether another app is using the camera. Reload the room after changing permissions. Microphone is silent Check browser microphone permission, selected input, operating system input level, hardware mute, and whether the microphone meter moves in the meeting UI if available. Speaker or output issue If the participant cannot hear others, check system output device, browser tab mute state, meeting mute controls, and whether another browser or headset works. Echo or feedback Echo can happen when speakers play into an active microphone. Ask the customer to use headphones, lower speaker volume, or mute when not speaking. Captions dependency Captions and translation depend on usable microphone audio. If captions are missing, confirm microphone capture works before investigating speech or translation providers.", "searchText": "meet-camera-microphone meet camera and microphone how customers can resolve camera, microphone, speaker, echo, mute, permission, and device-selection issues in clientana meet. customer meet meet camera microphone audio permissions meet camera and microphone camera and microphone issues are usually caused by local permissions, device selection, another app using the device, muted input, or network instability. camera does not appear check browser camera permission, operating system privacy settings, camera selection, and whether another app is using the camera. reload the room after changing permissions. microphone is silent check browser microphone permission, selected input, operating system input level, hardware mute, and whether the microphone meter moves in the meeting ui if available. speaker or output issue if the participant cannot hear others, check system output device, browser tab mute state, meeting mute controls, and whether another browser or headset works. echo or feedback echo can happen when speakers play into an active microphone. ask the customer to use headphones, lower speaker volume, or mute when not speaking. captions dependency captions and translation depend on usable microphone audio. if captions are missing, confirm microphone capture works before investigating speech or translation providers." }, { "id": "meet-captions", "title": "Meet Captions", "description": "Customer-safe guidance for enabling and troubleshooting live captions in Clientana Meet.", "audience": "customer", "productArea": "meet", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meet", "captions", "stt", "audio", "language" ], "relatedDocs": [ "customer-meetings-captions-translation", "known-live-caption-translation", "meet-camera-microphone", "meet-translation" ], "url": "/support/meet/captions", "sourcePath": "support-docs/app/meet/captions/page.mdx", "summary": "Meet Captions", "headings": [ { "depth": 2, "title": "Before captions" }, { "depth": 2, "title": "Caption quality" }, { "depth": 2, "title": "Missing captions" }, { "depth": 2, "title": "Delayed captions" }, { "depth": 2, "title": "Support response boundaries" } ], "sections": [ { "title": "Overview", "text": "Meet Captions Live captions turn meeting speech into on-screen text when the workspace, browser, microphone, language, and speech provider are working together." }, { "title": "Before captions", "text": "Before captions Confirm microphone audio works. If the meeting cannot capture speech, captions and translation will not work reliably." }, { "title": "Caption quality", "text": "Caption quality Caption quality depends on audio clarity, speaker volume, background noise, language support, network stability, and provider availability. Headphones and a quiet environment improve accuracy." }, { "title": "Missing captions", "text": "Missing captions If captions do not appear, check microphone permission, selected microphone, room connection, language setting if available, and whether captions are enabled for the meeting." }, { "title": "Delayed captions", "text": "Delayed captions Delays can come from poor network conditions, provider latency, or high load. Ask whether captions are delayed for all participants or only one participant." }, { "title": "Support response boundaries", "text": "Support response boundaries A customer-safe answer can discuss microphone, network, browser, language, and feature availability. Do not expose provider credentials, internal fallback state, raw logs, or vendor error payloads." } ], "bodyText": "Meet Captions Live captions turn meeting speech into on-screen text when the workspace, browser, microphone, language, and speech provider are working together. Before captions Confirm microphone audio works. If the meeting cannot capture speech, captions and translation will not work reliably. Caption quality Caption quality depends on audio clarity, speaker volume, background noise, language support, network stability, and provider availability. Headphones and a quiet environment improve accuracy. Missing captions If captions do not appear, check microphone permission, selected microphone, room connection, language setting if available, and whether captions are enabled for the meeting. Delayed captions Delays can come from poor network conditions, provider latency, or high load. Ask whether captions are delayed for all participants or only one participant. Support response boundaries A customer-safe answer can discuss microphone, network, browser, language, and feature availability. Do not expose provider credentials, internal fallback state, raw logs, or vendor error payloads.", "searchText": "meet-captions meet captions customer-safe guidance for enabling and troubleshooting live captions in clientana meet. customer meet meet captions stt audio language meet captions live captions turn meeting speech into on-screen text when the workspace, browser, microphone, language, and speech provider are working together. before captions confirm microphone audio works. if the meeting cannot capture speech, captions and translation will not work reliably. caption quality caption quality depends on audio clarity, speaker volume, background noise, language support, network stability, and provider availability. headphones and a quiet environment improve accuracy. missing captions if captions do not appear, check microphone permission, selected microphone, room connection, language setting if available, and whether captions are enabled for the meeting. delayed captions delays can come from poor network conditions, provider latency, or high load. ask whether captions are delayed for all participants or only one participant. support response boundaries a customer-safe answer can discuss microphone, network, browser, language, and feature availability. do not expose provider credentials, internal fallback state, raw logs, or vendor error payloads." }, { "id": "meet-meeting-recording", "title": "Meet Meeting Recording", "description": "How meeting recording relates to Clientana Meet and Record, including consent, post-meeting processing, library visibility, and export handoff.", "audience": "customer", "productArea": "meet", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meet", "record", "meeting-recording", "consent", "processing" ], "relatedDocs": [ "meet-overview", "record-upload-processing", "record-library-sharing", "record-export-download" ], "url": "/support/meet/meeting-recording", "sourcePath": "support-docs/app/meet/meeting-recording/page.mdx", "summary": "Meet Meeting Recording", "headings": [ { "depth": 2, "title": "Before recording a meeting" }, { "depth": 2, "title": "During the meeting" }, { "depth": 2, "title": "After the meeting" }, { "depth": 2, "title": "Library visibility" }, { "depth": 2, "title": "Support routing" } ], "sections": [ { "title": "Overview", "text": "Meet Meeting Recording Meeting recording starts in Meet but the completed artifact is handled like a Record recording after it is saved and processed." }, { "title": "Before recording a meeting", "text": "Before recording a meeting Customers should follow their own consent, notice, and compliance requirements before recording participants. Support can explain product behavior but cannot provide legal advice." }, { "title": "During the meeting", "text": "During the meeting If recording is available, start it from the meeting controls. If the control is unavailable, check workspace settings, plan eligibility, participant permissions, and browser support." }, { "title": "After the meeting", "text": "After the meeting After a meeting recording ends, it may upload and process before playback, sharing, metadata, or export are ready. For post-meeting issues, use the Record upload and processing guidance." }, { "title": "Library visibility", "text": "Library visibility If a meeting recording is missing, verify the workspace, host account, room, completion time, and whether processing is still pending." }, { "title": "Support routing", "text": "Support routing Live recording control failures belong to Meet. Completed recording playback, library, share, processing, and export issues belong to Record." } ], "bodyText": "Meet Meeting Recording Meeting recording starts in Meet but the completed artifact is handled like a Record recording after it is saved and processed. Before recording a meeting Customers should follow their own consent, notice, and compliance requirements before recording participants. Support can explain product behavior but cannot provide legal advice. During the meeting If recording is available, start it from the meeting controls. If the control is unavailable, check workspace settings, plan eligibility, participant permissions, and browser support. After the meeting After a meeting recording ends, it may upload and process before playback, sharing, metadata, or export are ready. For post-meeting issues, use the Record upload and processing guidance. Library visibility If a meeting recording is missing, verify the workspace, host account, room, completion time, and whether processing is still pending. Support routing Live recording control failures belong to Meet. Completed recording playback, library, share, processing, and export issues belong to Record.", "searchText": "meet-meeting-recording meet meeting recording how meeting recording relates to clientana meet and record, including consent, post-meeting processing, library visibility, and export handoff. customer meet meet record meeting-recording consent processing meet meeting recording meeting recording starts in meet but the completed artifact is handled like a record recording after it is saved and processed. before recording a meeting customers should follow their own consent, notice, and compliance requirements before recording participants. support can explain product behavior but cannot provide legal advice. during the meeting if recording is available, start it from the meeting controls. if the control is unavailable, check workspace settings, plan eligibility, participant permissions, and browser support. after the meeting after a meeting recording ends, it may upload and process before playback, sharing, metadata, or export are ready. for post-meeting issues, use the record upload and processing guidance. library visibility if a meeting recording is missing, verify the workspace, host account, room, completion time, and whether processing is still pending. support routing live recording control failures belong to meet. completed recording playback, library, share, processing, and export issues belong to record." }, { "id": "meet-mobile-layout", "title": "Meet Mobile Layout", "description": "Customer-safe guidance for joining Clientana Meet on mobile browsers, expected limitations, layout behavior, and escalation details.", "audience": "customer", "productArea": "meet", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meet", "mobile", "layout", "browser", "responsive" ], "relatedDocs": [ "meet-room-setup", "meet-camera-microphone", "meet-screen-sharing" ], "url": "/support/meet/mobile-layout", "sourcePath": "support-docs/app/meet/mobile-layout/page.mdx", "summary": "Meet Mobile Layout", "headings": [ { "depth": 2, "title": "Joining on mobile" }, { "depth": 2, "title": "Camera and microphone" }, { "depth": 2, "title": "Screen sharing" }, { "depth": 2, "title": "Captions and controls" }, { "depth": 2, "title": "Escalation details" } ], "sections": [ { "title": "Overview", "text": "Meet Mobile Layout Mobile browser behavior can differ from desktop behavior, especially for screen sharing, device switching, and available space for captions or controls." }, { "title": "Joining on mobile", "text": "Joining on mobile Customers can try joining from a modern mobile browser. If the experience is cramped, rotate the device, close other browser tabs, and keep the meeting tab active." }, { "title": "Camera and microphone", "text": "Camera and microphone Mobile camera and microphone access still depends on browser permissions and operating system privacy settings. If permission was denied, reset the site permission and reload the meeting." }, { "title": "Screen sharing", "text": "Screen sharing Some mobile browsers do not support browser-based screen sharing. If screen sharing is required, a desktop browser is the safest recommendation." }, { "title": "Captions and controls", "text": "Captions and controls Small screens may show fewer controls at once. If captions or controls appear hidden, ask the customer to check the meeting controls, orientation, and browser zoom level." }, { "title": "Escalation details", "text": "Escalation details For layout bugs, collect device model, operating system version, browser name and version, orientation, screenshots, room link or name, and approximate time." } ], "bodyText": "Meet Mobile Layout Mobile browser behavior can differ from desktop behavior, especially for screen sharing, device switching, and available space for captions or controls. Joining on mobile Customers can try joining from a modern mobile browser. If the experience is cramped, rotate the device, close other browser tabs, and keep the meeting tab active. Camera and microphone Mobile camera and microphone access still depends on browser permissions and operating system privacy settings. If permission was denied, reset the site permission and reload the meeting. Screen sharing Some mobile browsers do not support browser-based screen sharing. If screen sharing is required, a desktop browser is the safest recommendation. Captions and controls Small screens may show fewer controls at once. If captions or controls appear hidden, ask the customer to check the meeting controls, orientation, and browser zoom level. Escalation details For layout bugs, collect device model, operating system version, browser name and version, orientation, screenshots, room link or name, and approximate time.", "searchText": "meet-mobile-layout meet mobile layout customer-safe guidance for joining clientana meet on mobile browsers, expected limitations, layout behavior, and escalation details. customer meet meet mobile layout browser responsive meet mobile layout mobile browser behavior can differ from desktop behavior, especially for screen sharing, device switching, and available space for captions or controls. joining on mobile customers can try joining from a modern mobile browser. if the experience is cramped, rotate the device, close other browser tabs, and keep the meeting tab active. camera and microphone mobile camera and microphone access still depends on browser permissions and operating system privacy settings. if permission was denied, reset the site permission and reload the meeting. screen sharing some mobile browsers do not support browser-based screen sharing. if screen sharing is required, a desktop browser is the safest recommendation. captions and controls small screens may show fewer controls at once. if captions or controls appear hidden, ask the customer to check the meeting controls, orientation, and browser zoom level. escalation details for layout bugs, collect device model, operating system version, browser name and version, orientation, screenshots, room link or name, and approximate time." }, { "id": "meet-overview", "title": "Meet Overview", "description": "Product-specific overview for Clientana Meet, including rooms, participants, camera, microphone, screen sharing, captions, translation, and recording.", "audience": "customer", "productArea": "meet", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meet", "meeting", "room", "captions", "translation" ], "relatedDocs": [ "meet-room-setup", "meet-captions", "meet-translation", "meet-support-playbook" ], "url": "/support/meet/overview", "sourcePath": "support-docs/app/meet/overview/page.mdx", "summary": "Meet Overview", "headings": [ { "depth": 2, "title": "What Meet is for" }, { "depth": 2, "title": "Core workflow" }, { "depth": 2, "title": "What support should ask first" }, { "depth": 2, "title": "Product boundaries" } ], "sections": [ { "title": "Overview", "text": "Meet Overview Clientana Meet is the product area for live rooms, participant audio and video, screen sharing, captions, translation, and meeting recording when enabled." }, { "title": "What Meet is for", "text": "What Meet is for Use Meet when customers need a live conversation, product walkthrough, support session, team call, customer demo, or collaborative meeting. Meet issues usually involve room access, camera, microphone, screen sharing, captions, translation, mobile layout, or recording the meeting." }, { "title": "Core workflow", "text": "Core workflow 1. Open or create the meeting room. 2. Confirm the correct workspace and participant identity. 3. Allow camera and microphone permissions. 4. Join the room. 5. Share screen, enable captions, enable translation, or record the meeting when needed and available. 6. Send support the meeting link, time window, and participant impact if anything fails." }, { "title": "What support should ask first", "text": "What support should ask first Ask for the meeting room link or name, workspace, affected account email, browser, operating system, approximate time, affected participants, and whether the issue is about joining, media, screen sharing, captions, translation, or recording." }, { "title": "Product boundaries", "text": "Product boundaries Meet issues happen during live rooms. If the customer is asking about a completed recording in the library, export, share links, comments, or processing after capture, route the case to Record." } ], "bodyText": "Meet Overview Clientana Meet is the product area for live rooms, participant audio and video, screen sharing, captions, translation, and meeting recording when enabled. What Meet is for Use Meet when customers need a live conversation, product walkthrough, support session, team call, customer demo, or collaborative meeting. Meet issues usually involve room access, camera, microphone, screen sharing, captions, translation, mobile layout, or recording the meeting. Core workflow 1. Open or create the meeting room. 2. Confirm the correct workspace and participant identity. 3. Allow camera and microphone permissions. 4. Join the room. 5. Share screen, enable captions, enable translation, or record the meeting when needed and available. 6. Send support the meeting link, time window, and participant impact if anything fails. What support should ask first Ask for the meeting room link or name, workspace, affected account email, browser, operating system, approximate time, affected participants, and whether the issue is about joining, media, screen sharing, captions, translation, or recording. Product boundaries Meet issues happen during live rooms. If the customer is asking about a completed recording in the library, export, share links, comments, or processing after capture, route the case to Record.", "searchText": "meet-overview meet overview product-specific overview for clientana meet, including rooms, participants, camera, microphone, screen sharing, captions, translation, and recording. customer meet meet meeting room captions translation meet overview clientana meet is the product area for live rooms, participant audio and video, screen sharing, captions, translation, and meeting recording when enabled. what meet is for use meet when customers need a live conversation, product walkthrough, support session, team call, customer demo, or collaborative meeting. meet issues usually involve room access, camera, microphone, screen sharing, captions, translation, mobile layout, or recording the meeting. core workflow 1. open or create the meeting room. 2. confirm the correct workspace and participant identity. 3. allow camera and microphone permissions. 4. join the room. 5. share screen, enable captions, enable translation, or record the meeting when needed and available. 6. send support the meeting link, time window, and participant impact if anything fails. what support should ask first ask for the meeting room link or name, workspace, affected account email, browser, operating system, approximate time, affected participants, and whether the issue is about joining, media, screen sharing, captions, translation, or recording. product boundaries meet issues happen during live rooms. if the customer is asking about a completed recording in the library, export, share links, comments, or processing after capture, route the case to record." }, { "id": "meet-room-setup", "title": "Meet Room Setup", "description": "Customer-safe guidance for preparing a Clientana Meet room, workspace context, browser readiness, participant access, and first-join checks.", "audience": "customer", "productArea": "meet", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meet", "room", "setup", "participant", "access" ], "relatedDocs": [ "meet-camera-microphone", "meet-screen-sharing", "meet-troubleshooting" ], "url": "/support/meet/room-setup", "sourcePath": "support-docs/app/meet/room-setup/page.mdx", "summary": "Meet Room Setup", "headings": [ { "depth": 2, "title": "Before joining" }, { "depth": 2, "title": "Browser readiness" }, { "depth": 2, "title": "Participant access" }, { "depth": 2, "title": "First-join checks" }, { "depth": 2, "title": "Support triage prompts" } ], "sections": [ { "title": "Overview", "text": "Meet Room Setup A reliable meeting starts with the right room link, workspace context, browser, and permissions." }, { "title": "Before joining", "text": "Before joining Confirm the customer is using the intended room link and workspace. If the room belongs to another workspace, the participant may not have the expected access." }, { "title": "Browser readiness", "text": "Browser readiness Use a modern browser with camera, microphone, and screen sharing support. Desktop browsers usually provide the most complete Meet experience. Mobile browsers may support joining and media but can have different screen sharing behavior." }, { "title": "Participant access", "text": "Participant access If a participant cannot join, check the room link, sign-in state, workspace membership if required, and whether the participant is using an account that has access to the room." }, { "title": "First-join checks", "text": "First-join checks Before a high-stakes call, test camera, microphone, speaker output, captions, and screen sharing. If permissions were previously blocked, reset browser site permissions and reload the room." }, { "title": "Support triage prompts", "text": "Support triage prompts Ask whether the issue affects all participants or one person, whether the customer can join in another browser, and whether the problem began before joining or after joining." } ], "bodyText": "Meet Room Setup A reliable meeting starts with the right room link, workspace context, browser, and permissions. Before joining Confirm the customer is using the intended room link and workspace. If the room belongs to another workspace, the participant may not have the expected access. Browser readiness Use a modern browser with camera, microphone, and screen sharing support. Desktop browsers usually provide the most complete Meet experience. Mobile browsers may support joining and media but can have different screen sharing behavior. Participant access If a participant cannot join, check the room link, sign-in state, workspace membership if required, and whether the participant is using an account that has access to the room. First-join checks Before a high-stakes call, test camera, microphone, speaker output, captions, and screen sharing. If permissions were previously blocked, reset browser site permissions and reload the room. Support triage prompts Ask whether the issue affects all participants or one person, whether the customer can join in another browser, and whether the problem began before joining or after joining.", "searchText": "meet-room-setup meet room setup customer-safe guidance for preparing a clientana meet room, workspace context, browser readiness, participant access, and first-join checks. customer meet meet room setup participant access meet room setup a reliable meeting starts with the right room link, workspace context, browser, and permissions. before joining confirm the customer is using the intended room link and workspace. if the room belongs to another workspace, the participant may not have the expected access. browser readiness use a modern browser with camera, microphone, and screen sharing support. desktop browsers usually provide the most complete meet experience. mobile browsers may support joining and media but can have different screen sharing behavior. participant access if a participant cannot join, check the room link, sign-in state, workspace membership if required, and whether the participant is using an account that has access to the room. first-join checks before a high-stakes call, test camera, microphone, speaker output, captions, and screen sharing. if permissions were previously blocked, reset browser site permissions and reload the room. support triage prompts ask whether the issue affects all participants or one person, whether the customer can join in another browser, and whether the problem began before joining or after joining." }, { "id": "meet-screen-sharing", "title": "Meet Screen Sharing", "description": "Customer-safe guidance for sharing a screen, window, or tab in Clientana Meet and diagnosing common screen sharing failures.", "audience": "customer", "productArea": "meet", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meet", "screen-sharing", "presentation", "browser", "permissions" ], "relatedDocs": [ "meet-room-setup", "meet-mobile-layout", "record-browser-permissions" ], "url": "/support/meet/screen-sharing", "sourcePath": "support-docs/app/meet/screen-sharing/page.mdx", "summary": "Meet Screen Sharing", "headings": [ { "depth": 2, "title": "Start a share" }, { "depth": 2, "title": "Permission prompts" }, { "depth": 2, "title": "Shared content is wrong" }, { "depth": 2, "title": "Mobile limits" }, { "depth": 2, "title": "Support handling" } ], "sections": [ { "title": "Overview", "text": "Meet Screen Sharing Screen sharing lets a participant present a tab, window, or full screen during a live meeting." }, { "title": "Start a share", "text": "Start a share The participant should choose the screen, window, or tab that matches what they want others to see. If browser tab audio is needed, they should select a browser option that includes tab audio when available." }, { "title": "Permission prompts", "text": "Permission prompts Most browsers require the participant to choose a source every time they begin screen sharing. If the prompt is dismissed, the participant should start sharing again and choose a source." }, { "title": "Shared content is wrong", "text": "Shared content is wrong If viewers see the wrong screen or a blank area, stop sharing and start again with the intended tab, window, or screen. Some protected content or operating system dialogs may not be shareable." }, { "title": "Mobile limits", "text": "Mobile limits Some mobile browsers do not support browser-based screen sharing, even when camera and microphone work. For screen sharing, ask the participant to try a desktop browser." }, { "title": "Support handling", "text": "Support handling Ask whether all participants see the issue, which browser was used, which source type was selected, and whether the presenter can share in another browser." } ], "bodyText": "Meet Screen Sharing Screen sharing lets a participant present a tab, window, or full screen during a live meeting. Start a share The participant should choose the screen, window, or tab that matches what they want others to see. If browser tab audio is needed, they should select a browser option that includes tab audio when available. Permission prompts Most browsers require the participant to choose a source every time they begin screen sharing. If the prompt is dismissed, the participant should start sharing again and choose a source. Shared content is wrong If viewers see the wrong screen or a blank area, stop sharing and start again with the intended tab, window, or screen. Some protected content or operating system dialogs may not be shareable. Mobile limits Some mobile browsers do not support browser-based screen sharing, even when camera and microphone work. For screen sharing, ask the participant to try a desktop browser. Support handling Ask whether all participants see the issue, which browser was used, which source type was selected, and whether the presenter can share in another browser.", "searchText": "meet-screen-sharing meet screen sharing customer-safe guidance for sharing a screen, window, or tab in clientana meet and diagnosing common screen sharing failures. customer meet meet screen-sharing presentation browser permissions meet screen sharing screen sharing lets a participant present a tab, window, or full screen during a live meeting. start a share the participant should choose the screen, window, or tab that matches what they want others to see. if browser tab audio is needed, they should select a browser option that includes tab audio when available. permission prompts most browsers require the participant to choose a source every time they begin screen sharing. if the prompt is dismissed, the participant should start sharing again and choose a source. shared content is wrong if viewers see the wrong screen or a blank area, stop sharing and start again with the intended tab, window, or screen. some protected content or operating system dialogs may not be shareable. mobile limits some mobile browsers do not support browser-based screen sharing, even when camera and microphone work. for screen sharing, ask the participant to try a desktop browser. support handling ask whether all participants see the issue, which browser was used, which source type was selected, and whether the presenter can share in another browser." }, { "id": "meet-support-playbook", "title": "Meet Support Playbook", "description": "Internal support workflow for diagnosing Clientana Meet cases across room access, media, captions, translation, mobile layout, and meeting recording.", "audience": "support", "productArea": "meet", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "support_playbook", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "meet", "support-playbook", "triage", "captions", "translation" ], "relatedDocs": [ "support-meetings-captions-playbook", "known-live-caption-translation", "meet-troubleshooting" ], "url": "/support/meet/support-playbook", "sourcePath": "support-docs/app/meet/support-playbook/page.mdx", "summary": "Meet Support Playbook", "headings": [ { "depth": 2, "title": "Classify the case" }, { "depth": 2, "title": "Minimum safe context" }, { "depth": 2, "title": "Investigation order" }, { "depth": 2, "title": "Customer-safe answer shape" }, { "depth": 2, "title": "Escalation" } ], "sections": [ { "title": "Overview", "text": "Meet Support Playbook Use this playbook when support staff investigate Meet cases. It is for internal investigation guidance and should not be pasted directly to customers." }, { "title": "Classify the case", "text": "Classify the case Common Meet categories are room access, participant identity, camera failure, microphone failure, speaker output, echo, screen sharing, captions, translation, mobile layout, and meeting recording control." }, { "title": "Minimum safe context", "text": "Minimum safe context Collect the meeting room link or name, workspace ID or name, affected account email, browser, operating system, device type, approximate time, source and target language if relevant, and whether the issue affects one participant, one room, one workspace, or multiple tenants." }, { "title": "Investigation order", "text": "Investigation order Check room access first, then participant connection, then local device permissions, then network symptoms, then caption state, then translation state, then recording control or post-meeting handoff to Record." }, { "title": "Customer-safe answer shape", "text": "Customer-safe answer shape Explain the likely visible cause, give one or two customer actions, ask for missing customer-safe details, and set expectations for captions or translation quality. Do not expose provider names unless already public, provider credentials, raw vendor responses, internal logs, private participant metadata, or unsupported claims about language accuracy." }, { "title": "Escalation", "text": "Escalation Escalate to engineering or an owner/action-capable admin when many rooms are affected, media connection failures spike, caption or translation provider health appears degraded, privacy or consent is disputed, or support needs access beyond ordinary room metadata." } ], "bodyText": "Meet Support Playbook Use this playbook when support staff investigate Meet cases. It is for internal investigation guidance and should not be pasted directly to customers. Classify the case Common Meet categories are room access, participant identity, camera failure, microphone failure, speaker output, echo, screen sharing, captions, translation, mobile layout, and meeting recording control. Minimum safe context Collect the meeting room link or name, workspace ID or name, affected account email, browser, operating system, device type, approximate time, source and target language if relevant, and whether the issue affects one participant, one room, one workspace, or multiple tenants. Investigation order Check room access first, then participant connection, then local device permissions, then network symptoms, then caption state, then translation state, then recording control or post-meeting handoff to Record. Customer-safe answer shape Explain the likely visible cause, give one or two customer actions, ask for missing customer-safe details, and set expectations for captions or translation quality. Do not expose provider names unless already public, provider credentials, raw vendor responses, internal logs, private participant metadata, or unsupported claims about language accuracy. Escalation Escalate to engineering or an owner/action-capable admin when many rooms are affected, media connection failures spike, caption or translation provider health appears degraded, privacy or consent is disputed, or support needs access beyond ordinary room metadata.", "searchText": "meet-support-playbook meet support playbook internal support workflow for diagnosing clientana meet cases across room access, media, captions, translation, mobile layout, and meeting recording. support meet meet support-playbook triage captions translation meet support playbook use this playbook when support staff investigate meet cases. it is for internal investigation guidance and should not be pasted directly to customers. classify the case common meet categories are room access, participant identity, camera failure, microphone failure, speaker output, echo, screen sharing, captions, translation, mobile layout, and meeting recording control. minimum safe context collect the meeting room link or name, workspace id or name, affected account email, browser, operating system, device type, approximate time, source and target language if relevant, and whether the issue affects one participant, one room, one workspace, or multiple tenants. investigation order check room access first, then participant connection, then local device permissions, then network symptoms, then caption state, then translation state, then recording control or post-meeting handoff to record. customer-safe answer shape explain the likely visible cause, give one or two customer actions, ask for missing customer-safe details, and set expectations for captions or translation quality. do not expose provider names unless already public, provider credentials, raw vendor responses, internal logs, private participant metadata, or unsupported claims about language accuracy. escalation escalate to engineering or an owner/action-capable admin when many rooms are affected, media connection failures spike, caption or translation provider health appears degraded, privacy or consent is disputed, or support needs access beyond ordinary room metadata." }, { "id": "meet-translation", "title": "Meet Translation", "description": "Customer-safe guidance for live translation in Clientana Meet, including source language, target language, captions dependency, and fallback behavior.", "audience": "customer", "productArea": "meet", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meet", "translation", "captions", "language", "provider" ], "relatedDocs": [ "meet-captions", "customer-meetings-captions-translation", "known-live-caption-translation" ], "url": "/support/meet/translation", "sourcePath": "support-docs/app/meet/translation/page.mdx", "summary": "Meet Translation", "headings": [ { "depth": 2, "title": "Start with captions" }, { "depth": 2, "title": "Language settings" }, { "depth": 2, "title": "One participant or everyone" }, { "depth": 2, "title": "Quality expectations" }, { "depth": 2, "title": "What to send support" } ], "sections": [ { "title": "Overview", "text": "Meet Translation Translation depends on captions, source language, target language, provider support, and meeting audio quality." }, { "title": "Start with captions", "text": "Start with captions If translation is missing, confirm live captions work first. Translation cannot produce useful output if speech is not being captured or transcribed." }, { "title": "Language settings", "text": "Language settings The source language should match the spoken language as closely as possible. The target language must be supported by the configured translation path." }, { "title": "One participant or everyone", "text": "One participant or everyone If one participant does not see translation, check that participant's browser, settings, network, and room state. If nobody sees translation, support should investigate feature availability and provider health." }, { "title": "Quality expectations", "text": "Quality expectations Live translation is best for real-time understanding, not authoritative legal, medical, financial, or contractual interpretation. Customers should review critical language before relying on it." }, { "title": "What to send support", "text": "What to send support Send the room link or name, approximate time, source language, target language, browser, operating system, and whether captions appeared before translation was enabled." } ], "bodyText": "Meet Translation Translation depends on captions, source language, target language, provider support, and meeting audio quality. Start with captions If translation is missing, confirm live captions work first. Translation cannot produce useful output if speech is not being captured or transcribed. Language settings The source language should match the spoken language as closely as possible. The target language must be supported by the configured translation path. One participant or everyone If one participant does not see translation, check that participant's browser, settings, network, and room state. If nobody sees translation, support should investigate feature availability and provider health. Quality expectations Live translation is best for real-time understanding, not authoritative legal, medical, financial, or contractual interpretation. Customers should review critical language before relying on it. What to send support Send the room link or name, approximate time, source language, target language, browser, operating system, and whether captions appeared before translation was enabled.", "searchText": "meet-translation meet translation customer-safe guidance for live translation in clientana meet, including source language, target language, captions dependency, and fallback behavior. customer meet meet translation captions language provider meet translation translation depends on captions, source language, target language, provider support, and meeting audio quality. start with captions if translation is missing, confirm live captions work first. translation cannot produce useful output if speech is not being captured or transcribed. language settings the source language should match the spoken language as closely as possible. the target language must be supported by the configured translation path. one participant or everyone if one participant does not see translation, check that participant's browser, settings, network, and room state. if nobody sees translation, support should investigate feature availability and provider health. quality expectations live translation is best for real-time understanding, not authoritative legal, medical, financial, or contractual interpretation. customers should review critical language before relying on it. what to send support send the room link or name, approximate time, source language, target language, browser, operating system, and whether captions appeared before translation was enabled." }, { "id": "meet-troubleshooting", "title": "Meet Troubleshooting", "description": "Product-specific troubleshooting checklist for Clientana Meet room access, camera, microphone, screen sharing, captions, translation, mobile layout, and recording.", "audience": "customer", "productArea": "meet", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "meet", "troubleshooting", "checklist", "captions", "translation", "audio" ], "relatedDocs": [ "meet-room-setup", "meet-camera-microphone", "meet-captions", "meet-support-playbook" ], "url": "/support/meet/troubleshooting", "sourcePath": "support-docs/app/meet/troubleshooting/page.mdx", "summary": "Meet Troubleshooting", "headings": [ { "depth": 2, "title": "Cannot join the room" }, { "depth": 2, "title": "Camera or microphone fails" }, { "depth": 2, "title": "Screen sharing fails" }, { "depth": 2, "title": "Captions or translation fail" }, { "depth": 2, "title": "Mobile layout issue" }, { "depth": 2, "title": "Escalate when" } ], "sections": [ { "title": "Overview", "text": "Meet Troubleshooting Use this checklist when a customer reports a Meet issue and the exact failure point is not obvious." }, { "title": "Cannot join the room", "text": "Cannot join the room Check the room link, sign-in state, workspace access, browser support, network, and whether other participants can join." }, { "title": "Camera or microphone fails", "text": "Camera or microphone fails Check browser permission, operating system privacy settings, selected device, another app using the device, hardware mute, and whether the room works in another browser." }, { "title": "Screen sharing fails", "text": "Screen sharing fails Use a desktop browser when possible. Ask the presenter to restart screen sharing, choose the correct source, and confirm the browser permission prompt was accepted." }, { "title": "Captions or translation fail", "text": "Captions or translation fail Confirm microphone audio first. Then check language settings, captions availability, translation target, network stability, and whether the issue affects one participant or everyone." }, { "title": "Mobile layout issue", "text": "Mobile layout issue Collect device, browser, operating system, orientation, screenshots, and whether the issue happens on desktop too." }, { "title": "Escalate when", "text": "Escalate when Escalate if many rooms fail, many participants lose media, captions or translation fail across tenants, recording consent or privacy is disputed, or provider health appears degraded." } ], "bodyText": "Meet Troubleshooting Use this checklist when a customer reports a Meet issue and the exact failure point is not obvious. Cannot join the room Check the room link, sign-in state, workspace access, browser support, network, and whether other participants can join. Camera or microphone fails Check browser permission, operating system privacy settings, selected device, another app using the device, hardware mute, and whether the room works in another browser. Screen sharing fails Use a desktop browser when possible. Ask the presenter to restart screen sharing, choose the correct source, and confirm the browser permission prompt was accepted. Captions or translation fail Confirm microphone audio first. Then check language settings, captions availability, translation target, network stability, and whether the issue affects one participant or everyone. Mobile layout issue Collect device, browser, operating system, orientation, screenshots, and whether the issue happens on desktop too. Escalate when Escalate if many rooms fail, many participants lose media, captions or translation fail across tenants, recording consent or privacy is disputed, or provider health appears degraded.", "searchText": "meet-troubleshooting meet troubleshooting product-specific troubleshooting checklist for clientana meet room access, camera, microphone, screen sharing, captions, translation, mobile layout, and recording. customer meet meet troubleshooting checklist captions translation audio meet troubleshooting use this checklist when a customer reports a meet issue and the exact failure point is not obvious. cannot join the room check the room link, sign-in state, workspace access, browser support, network, and whether other participants can join. camera or microphone fails check browser permission, operating system privacy settings, selected device, another app using the device, hardware mute, and whether the room works in another browser. screen sharing fails use a desktop browser when possible. ask the presenter to restart screen sharing, choose the correct source, and confirm the browser permission prompt was accepted. captions or translation fail confirm microphone audio first. then check language settings, captions availability, translation target, network stability, and whether the issue affects one participant or everyone. mobile layout issue collect device, browser, operating system, orientation, screenshots, and whether the issue happens on desktop too. escalate when escalate if many rooms fail, many participants lose media, captions or translation fail across tenants, recording consent or privacy is disputed, or provider health appears degraded." }, { "id": "policy-break-glass", "title": "Break Glass Access", "description": "Policy guidance for break-glass access, sensitive support access, approval requirements, audit logging, and customer data protection.", "audience": "support", "productArea": "security", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "policy", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "break-glass", "audit", "access", "security", "privacy" ], "relatedDocs": [ "support-data-privacy-playbook", "policy-support-safety-boundaries" ], "url": "/support/policies/break-glass", "sourcePath": "support-docs/app/policies/break-glass/page.mdx", "summary": "Break Glass Access", "headings": [ { "depth": 2, "title": "Use only when necessary" }, { "depth": 2, "title": "Required logging" }, { "depth": 2, "title": "Customer-safe language" }, { "depth": 2, "title": "AI rule" } ], "sections": [ { "title": "Overview", "text": "Break Glass Access Break-glass access is reserved for support situations where normal metadata and customer-provided evidence are insufficient." }, { "title": "Use only when necessary", "text": "Use only when necessary Use break-glass only to resolve a specific customer-impacting case, security concern, or incident. Prefer metadata and diagnostics first." }, { "title": "Required logging", "text": "Required logging Record actor, tenant, reason, scope, duration, approval status, and case reference. Access should expire and be reviewable after use." }, { "title": "Customer-safe language", "text": "Customer-safe language Do not describe internal break-glass mechanics to customers. If needed, say support is using audited internal tools to investigate." }, { "title": "AI rule", "text": "AI rule The AI assistant must not recommend break-glass as the first step. It can flag that human escalation may be required when metadata is insufficient." } ], "bodyText": "Break Glass Access Break-glass access is reserved for support situations where normal metadata and customer-provided evidence are insufficient. Use only when necessary Use break-glass only to resolve a specific customer-impacting case, security concern, or incident. Prefer metadata and diagnostics first. Required logging Record actor, tenant, reason, scope, duration, approval status, and case reference. Access should expire and be reviewable after use. Customer-safe language Do not describe internal break-glass mechanics to customers. If needed, say support is using audited internal tools to investigate. AI rule The AI assistant must not recommend break-glass as the first step. It can flag that human escalation may be required when metadata is insufficient.", "searchText": "policy-break-glass break glass access policy guidance for break-glass access, sensitive support access, approval requirements, audit logging, and customer data protection. support security break-glass audit access security privacy break glass access break-glass access is reserved for support situations where normal metadata and customer-provided evidence are insufficient. use only when necessary use break-glass only to resolve a specific customer-impacting case, security concern, or incident. prefer metadata and diagnostics first. required logging record actor, tenant, reason, scope, duration, approval status, and case reference. access should expire and be reviewable after use. customer-safe language do not describe internal break-glass mechanics to customers. if needed, say support is using audited internal tools to investigate. ai rule the ai assistant must not recommend break-glass as the first step. it can flag that human escalation may be required when metadata is insufficient." }, { "id": "policy-escalation", "title": "Escalation Policy", "description": "When support should escalate to engineering, billing operations, security, or leadership, and what evidence to include.", "audience": "support", "productArea": "platform", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "policy", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "escalation", "incident", "engineering", "security", "billing" ], "relatedDocs": [ "support-triage-model" ], "url": "/support/policies/escalation", "sourcePath": "support-docs/app/policies/escalation/page.mdx", "summary": "Escalation Policy", "headings": [ { "depth": 2, "title": "Escalate to engineering" }, { "depth": 2, "title": "Escalate to billing operations" }, { "depth": 2, "title": "Escalate to security" }, { "depth": 2, "title": "Evidence packet" } ], "sections": [ { "title": "Overview", "text": "Escalation Policy Escalate when support cannot safely resolve the issue with standard workflows, when customer impact is high, or when authority or data risk is unclear." }, { "title": "Escalate to engineering", "text": "Escalate to engineering Escalate repeated job failures, suspected product regression, production-wide outage, missing source object, data integrity issue, or diagnostic evidence that contradicts the UI." }, { "title": "Escalate to billing operations", "text": "Escalate to billing operations Escalate refund requests, credits, processor disputes, AppSumo transfer/revocation, entitlement override, or customer-impacting billing sync failure." }, { "title": "Escalate to security", "text": "Escalate to security Escalate account takeover concern, domain takeover concern, suspected data exposure, suspicious admin activity, secret leakage, or unauthorized identity provider changes." }, { "title": "Evidence packet", "text": "Evidence packet Include tenant ID, requester email, product area, object IDs, timestamps, visible error, diagnostics summary, recent audit events, attempted safe actions, and customer impact." } ], "bodyText": "Escalation Policy Escalate when support cannot safely resolve the issue with standard workflows, when customer impact is high, or when authority or data risk is unclear. Escalate to engineering Escalate repeated job failures, suspected product regression, production-wide outage, missing source object, data integrity issue, or diagnostic evidence that contradicts the UI. Escalate to billing operations Escalate refund requests, credits, processor disputes, AppSumo transfer/revocation, entitlement override, or customer-impacting billing sync failure. Escalate to security Escalate account takeover concern, domain takeover concern, suspected data exposure, suspicious admin activity, secret leakage, or unauthorized identity provider changes. Evidence packet Include tenant ID, requester email, product area, object IDs, timestamps, visible error, diagnostics summary, recent audit events, attempted safe actions, and customer impact.", "searchText": "policy-escalation escalation policy when support should escalate to engineering, billing operations, security, or leadership, and what evidence to include. support platform escalation incident engineering security billing escalation policy escalate when support cannot safely resolve the issue with standard workflows, when customer impact is high, or when authority or data risk is unclear. escalate to engineering escalate repeated job failures, suspected product regression, production-wide outage, missing source object, data integrity issue, or diagnostic evidence that contradicts the ui. escalate to billing operations escalate refund requests, credits, processor disputes, appsumo transfer/revocation, entitlement override, or customer-impacting billing sync failure. escalate to security escalate account takeover concern, domain takeover concern, suspected data exposure, suspicious admin activity, secret leakage, or unauthorized identity provider changes. evidence packet include tenant id, requester email, product area, object ids, timestamps, visible error, diagnostics summary, recent audit events, attempted safe actions, and customer impact." }, { "id": "policy-owner-transfer", "title": "Owner Transfer", "description": "Policy guidance for workspace owner transfer, owner recovery, authority checks, and human approval.", "audience": "support", "productArea": "workspace", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "policy", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "owner", "transfer", "recovery", "authority", "workspace" ], "relatedDocs": [ "support-workspace-owner-recovery" ], "url": "/support/policies/owner-transfer", "sourcePath": "support-docs/app/policies/owner-transfer/page.mdx", "summary": "Owner Transfer", "headings": [ { "depth": 2, "title": "Required evidence" }, { "depth": 2, "title": "Approval path" }, { "depth": 2, "title": "Customer-safe language" }, { "depth": 2, "title": "Escalation" } ], "sections": [ { "title": "Overview", "text": "Owner Transfer Owner transfer changes control over workspace data, billing, domains, and members. Treat it as a high-risk support action." }, { "title": "Required evidence", "text": "Required evidence Collect requester identity, current owner email, workspace name, business domain, reason for transfer, proof of authority, and whether the current owner can approve." }, { "title": "Approval path", "text": "Approval path Use the approved owner-transfer workflow. The action requires step-up authentication and may require dual confirmation or approval depending on risk." }, { "title": "Customer-safe language", "text": "Customer-safe language Tell the requester that ownership changes require verification to protect workspace data. Do not disclose internal audit history or other users' private account details." }, { "title": "Escalation", "text": "Escalation Escalate legal dispute, terminated employee owner, domain takeover concern, suspicious access, or conflicting owner claims." } ], "bodyText": "Owner Transfer Owner transfer changes control over workspace data, billing, domains, and members. Treat it as a high-risk support action. Required evidence Collect requester identity, current owner email, workspace name, business domain, reason for transfer, proof of authority, and whether the current owner can approve. Approval path Use the approved owner-transfer workflow. The action requires step-up authentication and may require dual confirmation or approval depending on risk. Customer-safe language Tell the requester that ownership changes require verification to protect workspace data. Do not disclose internal audit history or other users' private account details. Escalation Escalate legal dispute, terminated employee owner, domain takeover concern, suspicious access, or conflicting owner claims.", "searchText": "policy-owner-transfer owner transfer policy guidance for workspace owner transfer, owner recovery, authority checks, and human approval. support workspace owner transfer recovery authority workspace owner transfer owner transfer changes control over workspace data, billing, domains, and members. treat it as a high-risk support action. required evidence collect requester identity, current owner email, workspace name, business domain, reason for transfer, proof of authority, and whether the current owner can approve. approval path use the approved owner-transfer workflow. the action requires step-up authentication and may require dual confirmation or approval depending on risk. customer-safe language tell the requester that ownership changes require verification to protect workspace data. do not disclose internal audit history or other users' private account details. escalation escalate legal dispute, terminated employee owner, domain takeover concern, suspicious access, or conflicting owner claims." }, { "id": "policy-refunds-billing-changes", "title": "Refunds and Billing Changes", "description": "Policy guidance for refunds, credits, subscription edits, AppSumo changes, entitlement overrides, and customer-safe billing language.", "audience": "support", "productArea": "billing", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "policy", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "refund", "billing", "credit", "appsumo", "subscription", "entitlement" ], "relatedDocs": [ "customer-billing-plans", "support-billing-playbook" ], "url": "/support/policies/refunds-billing-changes", "sourcePath": "support-docs/app/policies/refunds-billing-changes/page.mdx", "summary": "Refunds and Billing Changes", "headings": [ { "depth": 2, "title": "Required checks" }, { "depth": 2, "title": "Customer-safe language" }, { "depth": 2, "title": "Audit requirement" }, { "depth": 2, "title": "AI rule" } ], "sections": [ { "title": "Overview", "text": "Refunds and Billing Changes Refunds, credits, subscription edits, AppSumo transfers, revocations, and entitlement overrides are high-impact actions." }, { "title": "Required checks", "text": "Required checks Confirm requester authority, workspace, billing source, invoice or license reference, plan state, seat count, customer request, and business reason before proposing a billing change." }, { "title": "Customer-safe language", "text": "Customer-safe language Use \"I am reviewing the billing state\" or \"This requires account review\" until the action is approved. Do not promise a refund, credit, or entitlement change before approval." }, { "title": "Audit requirement", "text": "Audit requirement Every billing mutation must record actor, target, reason, before/after state, provider/source, and rollback option when reversible." }, { "title": "AI rule", "text": "AI rule The AI assistant may draft the reply and checklist. It must not decide eligibility or claim a billing action has been applied." } ], "bodyText": "Refunds and Billing Changes Refunds, credits, subscription edits, AppSumo transfers, revocations, and entitlement overrides are high-impact actions. Required checks Confirm requester authority, workspace, billing source, invoice or license reference, plan state, seat count, customer request, and business reason before proposing a billing change. Customer-safe language Use \"I am reviewing the billing state\" or \"This requires account review\" until the action is approved. Do not promise a refund, credit, or entitlement change before approval. Audit requirement Every billing mutation must record actor, target, reason, before/after state, provider/source, and rollback option when reversible. AI rule The AI assistant may draft the reply and checklist. It must not decide eligibility or claim a billing action has been applied.", "searchText": "policy-refunds-billing-changes refunds and billing changes policy guidance for refunds, credits, subscription edits, appsumo changes, entitlement overrides, and customer-safe billing language. support billing refund billing credit appsumo subscription entitlement refunds and billing changes refunds, credits, subscription edits, appsumo transfers, revocations, and entitlement overrides are high-impact actions. required checks confirm requester authority, workspace, billing source, invoice or license reference, plan state, seat count, customer request, and business reason before proposing a billing change. customer-safe language use \"i am reviewing the billing state\" or \"this requires account review\" until the action is approved. do not promise a refund, credit, or entitlement change before approval. audit requirement every billing mutation must record actor, target, reason, before/after state, provider/source, and rollback option when reversible. ai rule the ai assistant may draft the reply and checklist. it must not decide eligibility or claim a billing action has been applied." }, { "id": "policy-support-safety-boundaries", "title": "Support Safety Boundaries", "description": "The support and AI safety boundaries for customer data, secrets, mutations, sensitive reveals, and high-risk workflows.", "audience": "support", "productArea": "security", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "policy", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "safety", "support", "ai", "secrets", "mutation", "audit" ], "relatedDocs": [ "support-data-privacy-playbook" ], "url": "/support/policies/support-safety-boundaries", "sourcePath": "support-docs/app/policies/support-safety-boundaries/page.mdx", "summary": "Support Safety Boundaries", "headings": [ { "depth": 2, "title": "Never request or repeat secrets" }, { "depth": 2, "title": "No silent mutations" }, { "depth": 2, "title": "AI boundaries" }, { "depth": 2, "title": "Human review" } ], "sections": [ { "title": "Overview", "text": "Support Safety Boundaries Support tooling and AI assistance must protect customer data, avoid unapproved changes, and keep every sensitive action auditable." }, { "title": "Never request or repeat secrets", "text": "Never request or repeat secrets Do not ask customers for passwords, API keys, bearer tokens, webhook secrets, recovery codes, SCIM tokens, or full payment card numbers. If a customer sends a secret, redact it from any AI context and advise rotation when appropriate." }, { "title": "No silent mutations", "text": "No silent mutations Support actions that affect users, billing, workspaces, recordings, domains, permissions, SSO, SCIM, or ownership must use approved server-side workflows with audit logging." }, { "title": "AI boundaries", "text": "AI boundaries The AI assistant is read-only. It may summarize, classify, draft, and cite docs. It must not tell staff that a change has been made, and it must not suggest bypassing approvals." }, { "title": "Human review", "text": "Human review Human review is required for account recovery, owner transfer, billing mutation, refunds, break-glass, sensitive reveals, security incidents, domain takeover concerns, and any ambiguous authority request." } ], "bodyText": "Support Safety Boundaries Support tooling and AI assistance must protect customer data, avoid unapproved changes, and keep every sensitive action auditable. Never request or repeat secrets Do not ask customers for passwords, API keys, bearer tokens, webhook secrets, recovery codes, SCIM tokens, or full payment card numbers. If a customer sends a secret, redact it from any AI context and advise rotation when appropriate. No silent mutations Support actions that affect users, billing, workspaces, recordings, domains, permissions, SSO, SCIM, or ownership must use approved server-side workflows with audit logging. AI boundaries The AI assistant is read-only. It may summarize, classify, draft, and cite docs. It must not tell staff that a change has been made, and it must not suggest bypassing approvals. Human review Human review is required for account recovery, owner transfer, billing mutation, refunds, break-glass, sensitive reveals, security incidents, domain takeover concerns, and any ambiguous authority request.", "searchText": "policy-support-safety-boundaries support safety boundaries the support and ai safety boundaries for customer data, secrets, mutations, sensitive reveals, and high-risk workflows. support security safety support ai secrets mutation audit support safety boundaries support tooling and ai assistance must protect customer data, avoid unapproved changes, and keep every sensitive action auditable. never request or repeat secrets do not ask customers for passwords, api keys, bearer tokens, webhook secrets, recovery codes, scim tokens, or full payment card numbers. if a customer sends a secret, redact it from any ai context and advise rotation when appropriate. no silent mutations support actions that affect users, billing, workspaces, recordings, domains, permissions, sso, scim, or ownership must use approved server-side workflows with audit logging. ai boundaries the ai assistant is read-only. it may summarize, classify, draft, and cite docs. it must not tell staff that a change has been made, and it must not suggest bypassing approvals. human review human review is required for account recovery, owner transfer, billing mutation, refunds, break-glass, sensitive reveals, security incidents, domain takeover concerns, and any ambiguous authority request." }, { "id": "record-browser-permissions", "title": "Record Browser Permissions", "description": "How customers can diagnose browser, operating system, camera, microphone, and screen sharing permission problems in Clientana Record.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "browser", "permissions", "camera", "microphone", "screen-share" ], "relatedDocs": [ "record-capture-setup", "record-troubleshooting", "meet-camera-microphone" ], "url": "/support/record/browser-permissions", "sourcePath": "support-docs/app/record/browser-permissions/page.mdx", "summary": "Record Browser Permissions", "headings": [ { "depth": 2, "title": "Screen permission" }, { "depth": 2, "title": "Camera permission" }, { "depth": 2, "title": "Microphone permission" }, { "depth": 2, "title": "Permission reset" }, { "depth": 2, "title": "What not to ask for" } ], "sections": [ { "title": "Overview", "text": "Record Browser Permissions Record capture depends on browser and operating system permissions. A customer can be signed in correctly and still be blocked by local privacy settings." }, { "title": "Screen permission", "text": "Screen permission If screen capture does not start, ask the customer to retry from a desktop browser and choose the exact tab, window, or screen they want to record. Some browsers require a fresh selection every time." }, { "title": "Camera permission", "text": "Camera permission If the camera preview is blank or unavailable, check the site permission for camera access, operating system privacy settings, and whether another app is already using the camera." }, { "title": "Microphone permission", "text": "Microphone permission If audio is missing, check the browser microphone permission, selected input device, operating system input level, and whether the microphone is muted in hardware or software." }, { "title": "Permission reset", "text": "Permission reset If the customer previously blocked access, they may need to reset site permissions from the browser address bar or browser settings, reload Clientana, and start the capture flow again." }, { "title": "What not to ask for", "text": "What not to ask for Do not ask customers to share system passwords, browser cookies, OAuth tokens, or private API keys. Permission troubleshooting should use screenshots of visible browser settings or error text only." } ], "bodyText": "Record Browser Permissions Record capture depends on browser and operating system permissions. A customer can be signed in correctly and still be blocked by local privacy settings. Screen permission If screen capture does not start, ask the customer to retry from a desktop browser and choose the exact tab, window, or screen they want to record. Some browsers require a fresh selection every time. Camera permission If the camera preview is blank or unavailable, check the site permission for camera access, operating system privacy settings, and whether another app is already using the camera. Microphone permission If audio is missing, check the browser microphone permission, selected input device, operating system input level, and whether the microphone is muted in hardware or software. Permission reset If the customer previously blocked access, they may need to reset site permissions from the browser address bar or browser settings, reload Clientana, and start the capture flow again. What not to ask for Do not ask customers to share system passwords, browser cookies, OAuth tokens, or private API keys. Permission troubleshooting should use screenshots of visible browser settings or error text only.", "searchText": "record-browser-permissions record browser permissions how customers can diagnose browser, operating system, camera, microphone, and screen sharing permission problems in clientana record. customer record record browser permissions camera microphone screen-share record browser permissions record capture depends on browser and operating system permissions. a customer can be signed in correctly and still be blocked by local privacy settings. screen permission if screen capture does not start, ask the customer to retry from a desktop browser and choose the exact tab, window, or screen they want to record. some browsers require a fresh selection every time. camera permission if the camera preview is blank or unavailable, check the site permission for camera access, operating system privacy settings, and whether another app is already using the camera. microphone permission if audio is missing, check the browser microphone permission, selected input device, operating system input level, and whether the microphone is muted in hardware or software. permission reset if the customer previously blocked access, they may need to reset site permissions from the browser address bar or browser settings, reload clientana, and start the capture flow again. what not to ask for do not ask customers to share system passwords, browser cookies, oauth tokens, or private api keys. permission troubleshooting should use screenshots of visible browser settings or error text only." }, { "id": "record-capture-setup", "title": "Record Capture Setup", "description": "Customer-safe guidance for preparing screen, camera, microphone, browser, and workspace context before starting a Record session.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "setup", "screen", "camera", "microphone" ], "relatedDocs": [ "record-browser-permissions", "record-recording-modes", "record-troubleshooting" ], "url": "/support/record/capture-setup", "sourcePath": "support-docs/app/record/capture-setup/page.mdx", "summary": "Record Capture Setup", "headings": [ { "depth": 2, "title": "Before starting" }, { "depth": 2, "title": "Input checks" }, { "depth": 2, "title": "Browser readiness" }, { "depth": 2, "title": "Network readiness" }, { "depth": 2, "title": "Support triage prompts" } ], "sections": [ { "title": "Overview", "text": "Record Capture Setup A good recording starts with the right workspace, device inputs, browser permissions, and stable network conditions." }, { "title": "Before starting", "text": "Before starting Confirm the customer is signed in to the expected account and workspace. If the recording belongs to another workspace, it may not appear in the current library even when upload succeeds." }, { "title": "Input checks", "text": "Input checks Ask the customer to confirm the intended screen or window, camera, and microphone before pressing start. If the wrong camera or microphone is selected, stop the recording, change the device selection or browser permission, and start a new recording." }, { "title": "Browser readiness", "text": "Browser readiness Desktop Chrome, Edge, and other modern desktop browsers generally provide the most reliable screen capture behavior. Browser-level prompts can block capture until the user explicitly allows the screen, window, tab, camera, or microphone." }, { "title": "Network readiness", "text": "Network readiness Recordings need time to upload after capture. Customers should avoid closing the tab, switching networks, or putting the computer to sleep before upload is complete." }, { "title": "Support triage prompts", "text": "Support triage prompts Useful first questions are: which workspace was active, which browser was used, which input failed, whether the browser permission prompt appeared, and whether the issue happened before recording, during recording, or after finishing." } ], "bodyText": "Record Capture Setup A good recording starts with the right workspace, device inputs, browser permissions, and stable network conditions. Before starting Confirm the customer is signed in to the expected account and workspace. If the recording belongs to another workspace, it may not appear in the current library even when upload succeeds. Input checks Ask the customer to confirm the intended screen or window, camera, and microphone before pressing start. If the wrong camera or microphone is selected, stop the recording, change the device selection or browser permission, and start a new recording. Browser readiness Desktop Chrome, Edge, and other modern desktop browsers generally provide the most reliable screen capture behavior. Browser-level prompts can block capture until the user explicitly allows the screen, window, tab, camera, or microphone. Network readiness Recordings need time to upload after capture. Customers should avoid closing the tab, switching networks, or putting the computer to sleep before upload is complete. Support triage prompts Useful first questions are: which workspace was active, which browser was used, which input failed, whether the browser permission prompt appeared, and whether the issue happened before recording, during recording, or after finishing.", "searchText": "record-capture-setup record capture setup customer-safe guidance for preparing screen, camera, microphone, browser, and workspace context before starting a record session. customer record record setup screen camera microphone record capture setup a good recording starts with the right workspace, device inputs, browser permissions, and stable network conditions. before starting confirm the customer is signed in to the expected account and workspace. if the recording belongs to another workspace, it may not appear in the current library even when upload succeeds. input checks ask the customer to confirm the intended screen or window, camera, and microphone before pressing start. if the wrong camera or microphone is selected, stop the recording, change the device selection or browser permission, and start a new recording. browser readiness desktop chrome, edge, and other modern desktop browsers generally provide the most reliable screen capture behavior. browser-level prompts can block capture until the user explicitly allows the screen, window, tab, camera, or microphone. network readiness recordings need time to upload after capture. customers should avoid closing the tab, switching networks, or putting the computer to sleep before upload is complete. support triage prompts useful first questions are: which workspace was active, which browser was used, which input failed, whether the browser permission prompt appeared, and whether the issue happened before recording, during recording, or after finishing." }, { "id": "record-comments-review", "title": "Record Comments and Review", "description": "How customers use comments, timeline feedback, viewer context, and review workflows on shared recordings.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "comments", "review", "feedback", "timeline" ], "relatedDocs": [ "record-library-sharing", "customer-recording-sharing", "customer-security-privacy" ], "url": "/support/record/comments-review", "sourcePath": "support-docs/app/record/comments-review/page.mdx", "summary": "Record Comments and Review", "headings": [ { "depth": 2, "title": "Comment visibility" }, { "depth": 2, "title": "Timeline feedback" }, { "depth": 2, "title": "Review workflows" }, { "depth": 2, "title": "Support handling" } ], "sections": [ { "title": "Overview", "text": "Record Comments and Review Comments help teams discuss a recording without losing context. They are most useful when viewers use the intended share link and the same workspace context." }, { "title": "Comment visibility", "text": "Comment visibility If a comment appears missing, confirm the viewer opened the same recording, is using the expected workspace or share identity, and is not looking at another version or duplicate recording." }, { "title": "Timeline feedback", "text": "Timeline feedback Timeline comments should be tied to the recording time they reference. When support investigates a playback or comment issue, ask for the approximate timestamp where the comment should appear." }, { "title": "Review workflows", "text": "Review workflows For async review, customers should share one canonical recording link, ask reviewers to comment in the same place, and avoid sending multiple copied recordings for the same review thread." }, { "title": "Support handling", "text": "Support handling Support can help verify link access, workspace context, and visible error text. Support should not disclose private viewer identities, private comments, or internal audit events unless policy allows it." } ], "bodyText": "Record Comments and Review Comments help teams discuss a recording without losing context. They are most useful when viewers use the intended share link and the same workspace context. Comment visibility If a comment appears missing, confirm the viewer opened the same recording, is using the expected workspace or share identity, and is not looking at another version or duplicate recording. Timeline feedback Timeline comments should be tied to the recording time they reference. When support investigates a playback or comment issue, ask for the approximate timestamp where the comment should appear. Review workflows For async review, customers should share one canonical recording link, ask reviewers to comment in the same place, and avoid sending multiple copied recordings for the same review thread. Support handling Support can help verify link access, workspace context, and visible error text. Support should not disclose private viewer identities, private comments, or internal audit events unless policy allows it.", "searchText": "record-comments-review record comments and review how customers use comments, timeline feedback, viewer context, and review workflows on shared recordings. customer record record comments review feedback timeline record comments and review comments help teams discuss a recording without losing context. they are most useful when viewers use the intended share link and the same workspace context. comment visibility if a comment appears missing, confirm the viewer opened the same recording, is using the expected workspace or share identity, and is not looking at another version or duplicate recording. timeline feedback timeline comments should be tied to the recording time they reference. when support investigates a playback or comment issue, ask for the approximate timestamp where the comment should appear. review workflows for async review, customers should share one canonical recording link, ask reviewers to comment in the same place, and avoid sending multiple copied recordings for the same review thread. support handling support can help verify link access, workspace context, and visible error text. support should not disclose private viewer identities, private comments, or internal audit events unless policy allows it." }, { "id": "record-export-download", "title": "Record Export and Download", "description": "Product-specific guidance for disabled exports, missing downloads, incomplete files, plan gates, and retry-safe support handling.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "export", "download", "processing", "plan" ], "relatedDocs": [ "recording-export-stuck", "record-upload-processing", "support-recordings-export-playbook" ], "url": "/support/record/export-download", "sourcePath": "support-docs/app/record/export-download/page.mdx", "summary": "Record Export and Download", "headings": [ { "depth": 2, "title": "Disabled export" }, { "depth": 2, "title": "Missing download" }, { "depth": 2, "title": "Incomplete or corrupt file" }, { "depth": 2, "title": "Support information to collect" }, { "depth": 2, "title": "Customer-safe reply" } ], "sections": [ { "title": "Overview", "text": "Record Export and Download Exports and downloads depend on recording readiness, workspace plan features, processing output, and browser download behavior." }, { "title": "Disabled export", "text": "Disabled export If export is disabled, confirm the recording is ready, not still uploading, not still processing, and that the workspace plan allows the requested export type. Refreshing the page can reveal a newly completed processing state." }, { "title": "Missing download", "text": "Missing download If the browser does not download a file, check the browser download shelf, pop-up or download blocking settings, and whether the customer is using the same browser session that started the export." }, { "title": "Incomplete or corrupt file", "text": "Incomplete or corrupt file If the downloaded file is incomplete, keep the original recording. Do not delete or overwrite the recording while support checks processing output and storage metadata." }, { "title": "Support information to collect", "text": "Support information to collect Collect the recording link, workspace name, export type, browser, operating system, approximate file size if shown, visible error text, and whether playback works in the browser." }, { "title": "Customer-safe reply", "text": "Customer-safe reply A safe reply should explain that the recording may still be processing or that export eligibility depends on workspace settings. Avoid mentioning internal worker names, provider errors, storage keys, signed URLs, or retry internals." } ], "bodyText": "Record Export and Download Exports and downloads depend on recording readiness, workspace plan features, processing output, and browser download behavior. Disabled export If export is disabled, confirm the recording is ready, not still uploading, not still processing, and that the workspace plan allows the requested export type. Refreshing the page can reveal a newly completed processing state. Missing download If the browser does not download a file, check the browser download shelf, pop-up or download blocking settings, and whether the customer is using the same browser session that started the export. Incomplete or corrupt file If the downloaded file is incomplete, keep the original recording. Do not delete or overwrite the recording while support checks processing output and storage metadata. Support information to collect Collect the recording link, workspace name, export type, browser, operating system, approximate file size if shown, visible error text, and whether playback works in the browser. Customer-safe reply A safe reply should explain that the recording may still be processing or that export eligibility depends on workspace settings. Avoid mentioning internal worker names, provider errors, storage keys, signed URLs, or retry internals.", "searchText": "record-export-download record export and download product-specific guidance for disabled exports, missing downloads, incomplete files, plan gates, and retry-safe support handling. customer record record export download processing plan record export and download exports and downloads depend on recording readiness, workspace plan features, processing output, and browser download behavior. disabled export if export is disabled, confirm the recording is ready, not still uploading, not still processing, and that the workspace plan allows the requested export type. refreshing the page can reveal a newly completed processing state. missing download if the browser does not download a file, check the browser download shelf, pop-up or download blocking settings, and whether the customer is using the same browser session that started the export. incomplete or corrupt file if the downloaded file is incomplete, keep the original recording. do not delete or overwrite the recording while support checks processing output and storage metadata. support information to collect collect the recording link, workspace name, export type, browser, operating system, approximate file size if shown, visible error text, and whether playback works in the browser. customer-safe reply a safe reply should explain that the recording may still be processing or that export eligibility depends on workspace settings. avoid mentioning internal worker names, provider errors, storage keys, signed urls, or retry internals." }, { "id": "record-library-sharing", "title": "Record Library and Sharing", "description": "How recordings appear in the workspace library, how share links work, and how to triage access issues without exposing private content.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "library", "sharing", "workspace", "access" ], "relatedDocs": [ "customer-recording-sharing", "record-comments-review", "customer-security-privacy" ], "url": "/support/record/library-sharing", "sourcePath": "support-docs/app/record/library-sharing/page.mdx", "summary": "Record Library and Sharing", "headings": [ { "depth": 2, "title": "Library visibility" }, { "depth": 2, "title": "Share links" }, { "depth": 2, "title": "External viewers" }, { "depth": 2, "title": "Privacy boundaries" } ], "sections": [ { "title": "Overview", "text": "Record Library and Sharing Recordings are organized by workspace. Share behavior depends on the recording, workspace settings, and the selected access mode." }, { "title": "Library visibility", "text": "Library visibility If a recording is missing from the library, confirm the active workspace, account email, creator, upload status, and whether the recording was created under another workspace or local-only flow." }, { "title": "Share links", "text": "Share links Ask the customer to copy the latest share link from the intended recording. If the recipient cannot open it, verify the link has not expired, the access mode allows that recipient, and the recipient is signed in when required." }, { "title": "External viewers", "text": "External viewers External viewers may not have the same access as workspace members. If a customer expects an external viewer to see a recording, support should confirm the customer intentionally chose an external-safe sharing mode." }, { "title": "Privacy boundaries", "text": "Privacy boundaries Support should avoid opening private recording content unless break-glass or approved access procedures apply. For ordinary cases, rely on metadata, customer-provided screenshots, visible error text, and share-link settings." } ], "bodyText": "Record Library and Sharing Recordings are organized by workspace. Share behavior depends on the recording, workspace settings, and the selected access mode. Library visibility If a recording is missing from the library, confirm the active workspace, account email, creator, upload status, and whether the recording was created under another workspace or local-only flow. Share links Ask the customer to copy the latest share link from the intended recording. If the recipient cannot open it, verify the link has not expired, the access mode allows that recipient, and the recipient is signed in when required. External viewers External viewers may not have the same access as workspace members. If a customer expects an external viewer to see a recording, support should confirm the customer intentionally chose an external-safe sharing mode. Privacy boundaries Support should avoid opening private recording content unless break-glass or approved access procedures apply. For ordinary cases, rely on metadata, customer-provided screenshots, visible error text, and share-link settings.", "searchText": "record-library-sharing record library and sharing how recordings appear in the workspace library, how share links work, and how to triage access issues without exposing private content. customer record record library sharing workspace access record library and sharing recordings are organized by workspace. share behavior depends on the recording, workspace settings, and the selected access mode. library visibility if a recording is missing from the library, confirm the active workspace, account email, creator, upload status, and whether the recording was created under another workspace or local-only flow. share links ask the customer to copy the latest share link from the intended recording. if the recipient cannot open it, verify the link has not expired, the access mode allows that recipient, and the recipient is signed in when required. external viewers external viewers may not have the same access as workspace members. if a customer expects an external viewer to see a recording, support should confirm the customer intentionally chose an external-safe sharing mode. privacy boundaries support should avoid opening private recording content unless break-glass or approved access procedures apply. for ordinary cases, rely on metadata, customer-provided screenshots, visible error text, and share-link settings." }, { "id": "record-overview", "title": "Record Overview", "description": "Product-specific overview for Clientana Record, including capture, upload, processing, library, sharing, export, and support boundaries.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "recording", "capture", "sharing", "export" ], "relatedDocs": [ "record-capture-setup", "record-upload-processing", "record-export-download", "record-support-playbook" ], "url": "/support/record/overview", "sourcePath": "support-docs/app/record/overview/page.mdx", "summary": "Record Overview", "headings": [ { "depth": 2, "title": "What Record is for" }, { "depth": 2, "title": "Core workflow" }, { "depth": 2, "title": "What support should ask first" }, { "depth": 2, "title": "Product boundaries" } ], "sections": [ { "title": "Overview", "text": "Record Overview Clientana Record is the product area for creating screen, camera, and microphone recordings, then storing them in a workspace library for review, sharing, and export." }, { "title": "What Record is for", "text": "What Record is for Use Record when a customer needs to capture a product walkthrough, support reproduction, async update, customer demo, training clip, or bug report. Record is optimized for a browser-based capture flow, workspace ownership, share links, comments, processing status, and downloadable outputs when exports are available." }, { "title": "Core workflow", "text": "Core workflow 1. Select the active workspace. 2. Confirm browser permissions for screen, camera, and microphone. 3. Choose the intended capture mode. 4. Start and finish the recording. 5. Wait for upload and processing to complete. 6. Review the recording in the library. 7. Share, comment, or export based on the workspace settings and plan." }, { "title": "What support should ask first", "text": "What support should ask first Ask for the recording link, workspace name, affected account email, browser, operating system, approximate capture time, and the visible status on the recording page. Do not ask customers for passwords, tokens, API keys, browser session cookies, or raw provider credentials." }, { "title": "Product boundaries", "text": "Product boundaries Record issues are usually about capture permission, upload reliability, processing state, library visibility, share access, comments, metadata, or export availability. If the customer is asking about a live room, participant audio, captions during a call, or translation during a call, route the case to Meet." } ], "bodyText": "Record Overview Clientana Record is the product area for creating screen, camera, and microphone recordings, then storing them in a workspace library for review, sharing, and export. What Record is for Use Record when a customer needs to capture a product walkthrough, support reproduction, async update, customer demo, training clip, or bug report. Record is optimized for a browser-based capture flow, workspace ownership, share links, comments, processing status, and downloadable outputs when exports are available. Core workflow 1. Select the active workspace. 2. Confirm browser permissions for screen, camera, and microphone. 3. Choose the intended capture mode. 4. Start and finish the recording. 5. Wait for upload and processing to complete. 6. Review the recording in the library. 7. Share, comment, or export based on the workspace settings and plan. What support should ask first Ask for the recording link, workspace name, affected account email, browser, operating system, approximate capture time, and the visible status on the recording page. Do not ask customers for passwords, tokens, API keys, browser session cookies, or raw provider credentials. Product boundaries Record issues are usually about capture permission, upload reliability, processing state, library visibility, share access, comments, metadata, or export availability. If the customer is asking about a live room, participant audio, captions during a call, or translation during a call, route the case to Meet.", "searchText": "record-overview record overview product-specific overview for clientana record, including capture, upload, processing, library, sharing, export, and support boundaries. customer record record recording capture sharing export record overview clientana record is the product area for creating screen, camera, and microphone recordings, then storing them in a workspace library for review, sharing, and export. what record is for use record when a customer needs to capture a product walkthrough, support reproduction, async update, customer demo, training clip, or bug report. record is optimized for a browser-based capture flow, workspace ownership, share links, comments, processing status, and downloadable outputs when exports are available. core workflow 1. select the active workspace. 2. confirm browser permissions for screen, camera, and microphone. 3. choose the intended capture mode. 4. start and finish the recording. 5. wait for upload and processing to complete. 6. review the recording in the library. 7. share, comment, or export based on the workspace settings and plan. what support should ask first ask for the recording link, workspace name, affected account email, browser, operating system, approximate capture time, and the visible status on the recording page. do not ask customers for passwords, tokens, api keys, browser session cookies, or raw provider credentials. product boundaries record issues are usually about capture permission, upload reliability, processing state, library visibility, share access, comments, metadata, or export availability. if the customer is asking about a live room, participant audio, captions during a call, or translation during a call, route the case to meet." }, { "id": "record-ai-metadata", "title": "Record AI Metadata", "description": "Customer-safe explanation of transcripts, summaries, searchable metadata, and AI-generated recording details when enabled for a workspace.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "ai", "metadata", "transcript", "search" ], "relatedDocs": [ "record-upload-processing", "customer-security-privacy", "ai-citation-rules" ], "url": "/support/record/recording-ai-metadata", "sourcePath": "support-docs/app/record/recording-ai-metadata/page.mdx", "summary": "Record AI Metadata", "headings": [ { "depth": 2, "title": "When metadata appears" }, { "depth": 2, "title": "Missing metadata" }, { "depth": 2, "title": "Accuracy expectations" }, { "depth": 2, "title": "Privacy and safety" } ], "sections": [ { "title": "Overview", "text": "Record AI Metadata When enabled for a workspace, Record may prepare helpful metadata such as captions, transcripts, summaries, chapters, search text, or other derived signals from the recording." }, { "title": "When metadata appears", "text": "When metadata appears AI metadata can appear after the recording is ready and after the relevant processing step finishes. It may take longer for large recordings, noisy audio, or recordings with limited speech." }, { "title": "Missing metadata", "text": "Missing metadata If metadata is missing, verify the recording is ready, the workspace has the feature enabled, the recording contains usable audio, and processing did not fail." }, { "title": "Accuracy expectations", "text": "Accuracy expectations AI-generated metadata can be useful for search and summaries, but customers should review important details before relying on them. Support should not present AI-generated text as a guaranteed transcript of legal, medical, financial, or contractual content." }, { "title": "Privacy and safety", "text": "Privacy and safety Do not paste secrets, credentials, API keys, private tokens, or unrelated personal data into support prompts. The support assistant should cite knowledgebase sources and mark missing information when the product evidence is incomplete." } ], "bodyText": "Record AI Metadata When enabled for a workspace, Record may prepare helpful metadata such as captions, transcripts, summaries, chapters, search text, or other derived signals from the recording. When metadata appears AI metadata can appear after the recording is ready and after the relevant processing step finishes. It may take longer for large recordings, noisy audio, or recordings with limited speech. Missing metadata If metadata is missing, verify the recording is ready, the workspace has the feature enabled, the recording contains usable audio, and processing did not fail. Accuracy expectations AI-generated metadata can be useful for search and summaries, but customers should review important details before relying on them. Support should not present AI-generated text as a guaranteed transcript of legal, medical, financial, or contractual content. Privacy and safety Do not paste secrets, credentials, API keys, private tokens, or unrelated personal data into support prompts. The support assistant should cite knowledgebase sources and mark missing information when the product evidence is incomplete.", "searchText": "record-ai-metadata record ai metadata customer-safe explanation of transcripts, summaries, searchable metadata, and ai-generated recording details when enabled for a workspace. customer record record ai metadata transcript search record ai metadata when enabled for a workspace, record may prepare helpful metadata such as captions, transcripts, summaries, chapters, search text, or other derived signals from the recording. when metadata appears ai metadata can appear after the recording is ready and after the relevant processing step finishes. it may take longer for large recordings, noisy audio, or recordings with limited speech. missing metadata if metadata is missing, verify the recording is ready, the workspace has the feature enabled, the recording contains usable audio, and processing did not fail. accuracy expectations ai-generated metadata can be useful for search and summaries, but customers should review important details before relying on them. support should not present ai-generated text as a guaranteed transcript of legal, medical, financial, or contractual content. privacy and safety do not paste secrets, credentials, api keys, private tokens, or unrelated personal data into support prompts. the support assistant should cite knowledgebase sources and mark missing information when the product evidence is incomplete." }, { "id": "record-recording-modes", "title": "Record Recording Modes", "description": "How to choose between screen, camera, microphone, and combined recording modes in Clientana Record.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "frontend", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "modes", "screen", "camera", "microphone", "presentation" ], "relatedDocs": [ "record-capture-setup", "record-browser-permissions", "record-library-sharing" ], "url": "/support/record/recording-modes", "sourcePath": "support-docs/app/record/recording-modes/page.mdx", "summary": "Record Recording Modes", "headings": [ { "depth": 2, "title": "Screen-first recordings" }, { "depth": 2, "title": "Camera-first recordings" }, { "depth": 2, "title": "Microphone narration" }, { "depth": 2, "title": "Combined recordings" }, { "depth": 2, "title": "Choosing the right mode" } ], "sections": [ { "title": "Overview", "text": "Record Recording Modes Recording mode determines which inputs are captured and what the viewer will see later in the recording." }, { "title": "Screen-first recordings", "text": "Screen-first recordings Use screen capture when the customer is demonstrating software, reviewing a document, reproducing a bug, or walking through a workflow. If browser tab audio is needed, the customer should select the browser option that includes tab audio when available." }, { "title": "Camera-first recordings", "text": "Camera-first recordings Use camera capture when the message is primarily a personal update, async standup, or short explanation. Camera availability depends on the selected device and local permissions." }, { "title": "Microphone narration", "text": "Microphone narration Microphone audio is commonly used with screen recordings. If the final video has no voice, investigate microphone selection, browser permission, operating system input level, and whether the recording was started before the microphone became active." }, { "title": "Combined recordings", "text": "Combined recordings Combined screen, camera, and microphone recordings are useful for demos and support explanations. If performance drops, ask the customer to close heavy apps, use a wired or stable network, and reduce other video capture tools running at the same time." }, { "title": "Choosing the right mode", "text": "Choosing the right mode For bug reports, screen plus microphone is usually best. For announcements, camera plus microphone is usually enough. For detailed product walkthroughs, screen plus optional camera gives the viewer context without losing the shared content." } ], "bodyText": "Record Recording Modes Recording mode determines which inputs are captured and what the viewer will see later in the recording. Screen-first recordings Use screen capture when the customer is demonstrating software, reviewing a document, reproducing a bug, or walking through a workflow. If browser tab audio is needed, the customer should select the browser option that includes tab audio when available. Camera-first recordings Use camera capture when the message is primarily a personal update, async standup, or short explanation. Camera availability depends on the selected device and local permissions. Microphone narration Microphone audio is commonly used with screen recordings. If the final video has no voice, investigate microphone selection, browser permission, operating system input level, and whether the recording was started before the microphone became active. Combined recordings Combined screen, camera, and microphone recordings are useful for demos and support explanations. If performance drops, ask the customer to close heavy apps, use a wired or stable network, and reduce other video capture tools running at the same time. Choosing the right mode For bug reports, screen plus microphone is usually best. For announcements, camera plus microphone is usually enough. For detailed product walkthroughs, screen plus optional camera gives the viewer context without losing the shared content.", "searchText": "record-recording-modes record recording modes how to choose between screen, camera, microphone, and combined recording modes in clientana record. customer record record modes screen camera microphone presentation record recording modes recording mode determines which inputs are captured and what the viewer will see later in the recording. screen-first recordings use screen capture when the customer is demonstrating software, reviewing a document, reproducing a bug, or walking through a workflow. if browser tab audio is needed, the customer should select the browser option that includes tab audio when available. camera-first recordings use camera capture when the message is primarily a personal update, async standup, or short explanation. camera availability depends on the selected device and local permissions. microphone narration microphone audio is commonly used with screen recordings. if the final video has no voice, investigate microphone selection, browser permission, operating system input level, and whether the recording was started before the microphone became active. combined recordings combined screen, camera, and microphone recordings are useful for demos and support explanations. if performance drops, ask the customer to close heavy apps, use a wired or stable network, and reduce other video capture tools running at the same time. choosing the right mode for bug reports, screen plus microphone is usually best. for announcements, camera plus microphone is usually enough. for detailed product walkthroughs, screen plus optional camera gives the viewer context without losing the shared content." }, { "id": "record-support-playbook", "title": "Record Support Playbook", "description": "Internal support workflow for diagnosing Clientana Record cases without exposing private content or mutating customer data.", "audience": "support", "productArea": "record", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "support_playbook", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "record", "support-playbook", "triage", "processing", "export" ], "relatedDocs": [ "support-recordings-export-playbook", "known-recording-processing-states", "record-troubleshooting" ], "url": "/support/record/support-playbook", "sourcePath": "support-docs/app/record/support-playbook/page.mdx", "summary": "Record Support Playbook", "headings": [ { "depth": 2, "title": "Classify the case" }, { "depth": 2, "title": "Minimum safe context" }, { "depth": 2, "title": "Investigation order" }, { "depth": 2, "title": "Customer-safe answer shape" }, { "depth": 2, "title": "Escalation" } ], "sections": [ { "title": "Overview", "text": "Record Support Playbook Use this playbook when support staff investigate Record cases. It is for internal investigation guidance and should not be pasted directly to customers." }, { "title": "Classify the case", "text": "Classify the case Common Record categories are capture permission, device selection, upload interruption, processing delay, export failure, library visibility, share access, comment visibility, metadata generation, and suspected privacy incident." }, { "title": "Minimum safe context", "text": "Minimum safe context Collect the recording link or ID, workspace ID or name, customer account email, browser, operating system, approximate capture time, recording length, visible status, and whether the issue affects one recording or many." }, { "title": "Investigation order", "text": "Investigation order Check workspace ownership first, then recording state, then upload state, then processing job state, then storage output, then share settings or export eligibility. Keep the investigation read-only unless an approved recovery procedure requires a retry or mutation." }, { "title": "Customer-safe answer shape", "text": "Customer-safe answer shape Explain the visible status, give one or two customer actions, set expectations for processing or export readiness, and ask for missing customer-safe details. Do not expose worker names, storage bucket keys, signed URLs, provider credentials, raw logs, internal IDs that are not already visible to the customer, or private viewer/comment data." }, { "title": "Escalation", "text": "Escalation Escalate to engineering or an owner/action-capable admin when there is suspected data exposure, repeated processing failures, storage degradation, bulk export failures, or a request to delete, restore, transfer, or inspect private content." } ], "bodyText": "Record Support Playbook Use this playbook when support staff investigate Record cases. It is for internal investigation guidance and should not be pasted directly to customers. Classify the case Common Record categories are capture permission, device selection, upload interruption, processing delay, export failure, library visibility, share access, comment visibility, metadata generation, and suspected privacy incident. Minimum safe context Collect the recording link or ID, workspace ID or name, customer account email, browser, operating system, approximate capture time, recording length, visible status, and whether the issue affects one recording or many. Investigation order Check workspace ownership first, then recording state, then upload state, then processing job state, then storage output, then share settings or export eligibility. Keep the investigation read-only unless an approved recovery procedure requires a retry or mutation. Customer-safe answer shape Explain the visible status, give one or two customer actions, set expectations for processing or export readiness, and ask for missing customer-safe details. Do not expose worker names, storage bucket keys, signed URLs, provider credentials, raw logs, internal IDs that are not already visible to the customer, or private viewer/comment data. Escalation Escalate to engineering or an owner/action-capable admin when there is suspected data exposure, repeated processing failures, storage degradation, bulk export failures, or a request to delete, restore, transfer, or inspect private content.", "searchText": "record-support-playbook record support playbook internal support workflow for diagnosing clientana record cases without exposing private content or mutating customer data. support record record support-playbook triage processing export record support playbook use this playbook when support staff investigate record cases. it is for internal investigation guidance and should not be pasted directly to customers. classify the case common record categories are capture permission, device selection, upload interruption, processing delay, export failure, library visibility, share access, comment visibility, metadata generation, and suspected privacy incident. minimum safe context collect the recording link or id, workspace id or name, customer account email, browser, operating system, approximate capture time, recording length, visible status, and whether the issue affects one recording or many. investigation order check workspace ownership first, then recording state, then upload state, then processing job state, then storage output, then share settings or export eligibility. keep the investigation read-only unless an approved recovery procedure requires a retry or mutation. customer-safe answer shape explain the visible status, give one or two customer actions, set expectations for processing or export readiness, and ask for missing customer-safe details. do not expose worker names, storage bucket keys, signed urls, provider credentials, raw logs, internal ids that are not already visible to the customer, or private viewer/comment data. escalation escalate to engineering or an owner/action-capable admin when there is suspected data exposure, repeated processing failures, storage degradation, bulk export failures, or a request to delete, restore, transfer, or inspect private content." }, { "id": "record-troubleshooting", "title": "Record Troubleshooting", "description": "Product-specific troubleshooting checklist for Record capture, upload, processing, library, sharing, comments, metadata, and export issues.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "troubleshooting", "checklist", "upload", "export", "sharing" ], "relatedDocs": [ "record-browser-permissions", "record-upload-processing", "record-export-download", "record-support-playbook" ], "url": "/support/record/troubleshooting", "sourcePath": "support-docs/app/record/troubleshooting/page.mdx", "summary": "Record Troubleshooting", "headings": [ { "depth": 2, "title": "Capture does not start" }, { "depth": 2, "title": "Recording disappears" }, { "depth": 2, "title": "Processing is stuck" }, { "depth": 2, "title": "Share recipient cannot view" }, { "depth": 2, "title": "Export does not work" }, { "depth": 2, "title": "Escalate when" } ], "sections": [ { "title": "Overview", "text": "Record Troubleshooting Use this checklist when a customer reports a Record issue and the exact failure point is not obvious." }, { "title": "Capture does not start", "text": "Capture does not start Check browser support, screen permission, camera permission, microphone permission, operating system privacy settings, and whether another app is using the device." }, { "title": "Recording disappears", "text": "Recording disappears Check the active workspace, signed-in account, upload completion, library filters, creator identity, and whether the customer closed the tab before upload finished." }, { "title": "Processing is stuck", "text": "Processing is stuck Ask for the recording link, approximate length, upload time, and current visible status. Keep the original recording. Support should check processing state before asking the customer to retry." }, { "title": "Share recipient cannot view", "text": "Share recipient cannot view Verify the share link, access mode, recipient identity, workspace membership if required, and whether the link was copied from the current recording." }, { "title": "Export does not work", "text": "Export does not work Confirm the recording is ready, export is included in the workspace plan, playback works, the browser did not block the download, and the requested export type is available." }, { "title": "Escalate when", "text": "Escalate when Escalate if multiple workspaces are affected, processing failures spike, storage health is degraded, a privacy issue is suspected, or support needs access beyond ordinary metadata." } ], "bodyText": "Record Troubleshooting Use this checklist when a customer reports a Record issue and the exact failure point is not obvious. Capture does not start Check browser support, screen permission, camera permission, microphone permission, operating system privacy settings, and whether another app is using the device. Recording disappears Check the active workspace, signed-in account, upload completion, library filters, creator identity, and whether the customer closed the tab before upload finished. Processing is stuck Ask for the recording link, approximate length, upload time, and current visible status. Keep the original recording. Support should check processing state before asking the customer to retry. Share recipient cannot view Verify the share link, access mode, recipient identity, workspace membership if required, and whether the link was copied from the current recording. Export does not work Confirm the recording is ready, export is included in the workspace plan, playback works, the browser did not block the download, and the requested export type is available. Escalate when Escalate if multiple workspaces are affected, processing failures spike, storage health is degraded, a privacy issue is suspected, or support needs access beyond ordinary metadata.", "searchText": "record-troubleshooting record troubleshooting product-specific troubleshooting checklist for record capture, upload, processing, library, sharing, comments, metadata, and export issues. customer record record troubleshooting checklist upload export sharing record troubleshooting use this checklist when a customer reports a record issue and the exact failure point is not obvious. capture does not start check browser support, screen permission, camera permission, microphone permission, operating system privacy settings, and whether another app is using the device. recording disappears check the active workspace, signed-in account, upload completion, library filters, creator identity, and whether the customer closed the tab before upload finished. processing is stuck ask for the recording link, approximate length, upload time, and current visible status. keep the original recording. support should check processing state before asking the customer to retry. share recipient cannot view verify the share link, access mode, recipient identity, workspace membership if required, and whether the link was copied from the current recording. export does not work confirm the recording is ready, export is included in the workspace plan, playback works, the browser did not block the download, and the requested export type is available. escalate when escalate if multiple workspaces are affected, processing failures spike, storage health is degraded, a privacy issue is suspected, or support needs access beyond ordinary metadata." }, { "id": "record-upload-processing", "title": "Record Upload and Processing", "description": "Customer-safe explanation of upload, processing, ready, failed, and retry states for Clientana Record.", "audience": "customer", "productArea": "record", "safeForCustomer": true, "requiresHumanReview": false, "lastReviewed": "2026-07-09", "sourceKind": "product_knowledge", "knowledgeSurfaces": [ "frontend", "backend_ai" ], "tags": [ "record", "upload", "processing", "ready", "failed", "retry" ], "relatedDocs": [ "recording-export-stuck", "known-recording-processing-states", "record-export-download", "record-support-playbook" ], "url": "/support/record/upload-processing", "sourcePath": "support-docs/app/record/upload-processing/page.mdx", "summary": "Record Upload and Processing", "headings": [ { "depth": 2, "title": "Common states" }, { "depth": 2, "title": "What customers can do" }, { "depth": 2, "title": "When to contact support" }, { "depth": 2, "title": "What support should verify" } ], "sections": [ { "title": "Overview", "text": "Record Upload and Processing After a recording is finished, Clientana may need to upload source media and prepare playback, thumbnails, captions, clips, search metadata, or downloadable exports." }, { "title": "Common states", "text": "Common states Uploading means media is still being transferred. Processing means the recording exists but derivative outputs may not be ready. Ready means playback and supported actions are available. Failed means support may need to review the processing record or request a retry." }, { "title": "What customers can do", "text": "What customers can do Customers should keep the tab open until upload completes, wait a few minutes for processing, refresh the recording page, and avoid deleting the original recording while support is investigating." }, { "title": "When to contact support", "text": "When to contact support Contact support when a recording stays stuck for longer than expected, playback never becomes available, an export remains disabled, or the recording shows a failed state. Include the recording link, workspace, approximate recording length, and upload time." }, { "title": "What support should verify", "text": "What support should verify Support should verify workspace ownership, recording status, storage health, processing job status, retry count, and whether the issue affects one recording, one workspace, or multiple tenants. Do not mutate or delete the recording unless an approved recovery path requires it." } ], "bodyText": "Record Upload and Processing After a recording is finished, Clientana may need to upload source media and prepare playback, thumbnails, captions, clips, search metadata, or downloadable exports. Common states Uploading means media is still being transferred. Processing means the recording exists but derivative outputs may not be ready. Ready means playback and supported actions are available. Failed means support may need to review the processing record or request a retry. What customers can do Customers should keep the tab open until upload completes, wait a few minutes for processing, refresh the recording page, and avoid deleting the original recording while support is investigating. When to contact support Contact support when a recording stays stuck for longer than expected, playback never becomes available, an export remains disabled, or the recording shows a failed state. Include the recording link, workspace, approximate recording length, and upload time. What support should verify Support should verify workspace ownership, recording status, storage health, processing job status, retry count, and whether the issue affects one recording, one workspace, or multiple tenants. Do not mutate or delete the recording unless an approved recovery path requires it.", "searchText": "record-upload-processing record upload and processing customer-safe explanation of upload, processing, ready, failed, and retry states for clientana record. customer record record upload processing ready failed retry record upload and processing after a recording is finished, clientana may need to upload source media and prepare playback, thumbnails, captions, clips, search metadata, or downloadable exports. common states uploading means media is still being transferred. processing means the recording exists but derivative outputs may not be ready. ready means playback and supported actions are available. failed means support may need to review the processing record or request a retry. what customers can do customers should keep the tab open until upload completes, wait a few minutes for processing, refresh the recording page, and avoid deleting the original recording while support is investigating. when to contact support contact support when a recording stays stuck for longer than expected, playback never becomes available, an export remains disabled, or the recording shows a failed state. include the recording link, workspace, approximate recording length, and upload time. what support should verify support should verify workspace ownership, recording status, storage health, processing job status, retry count, and whether the issue affects one recording, one workspace, or multiple tenants. do not mutate or delete the recording unless an approved recovery path requires it." }, { "id": "support-billing-playbook", "title": "Billing Playbook", "description": "Internal support process for subscription state, AppSumo licenses, invoices, seats, entitlement mismatches, payment failures, and safe billing replies.", "audience": "support", "productArea": "billing", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "playbook", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "billing", "stripe", "appsumo", "invoice", "subscription", "entitlement", "seats" ], "relatedDocs": [ "customer-billing-plans", "customer-appsumo", "policy-refunds-billing-changes" ], "url": "/support/support-staff/billing-playbook", "sourcePath": "support-docs/app/support-staff/billing-playbook/page.mdx", "summary": "Billing Playbook", "headings": [ { "depth": 2, "title": "Verify context" }, { "depth": 2, "title": "Entitlement mismatch" }, { "depth": 2, "title": "Payment failure" }, { "depth": 2, "title": "Refunds and credits" }, { "depth": 2, "title": "Audit expectations" } ], "sections": [ { "title": "Overview", "text": "Billing Playbook Use this playbook for plan access, invoices, payment failures, subscription state, AppSumo entitlements, seat counts, and billing-source mismatch reports." }, { "title": "Verify context", "text": "Verify context Confirm workspace, requester authority, billing email, owner email, subscription status, active members, pending invites, AppSumo license status, and recent billing events. Do not ask for full card numbers." }, { "title": "Entitlement mismatch", "text": "Entitlement mismatch Compare the effective plan, Stripe subscription, AppSumo license, seat limits, storage limits, billing status, and feature flag overrides. If an entitlement looks wrong, identify the source before changing anything." }, { "title": "Payment failure", "text": "Payment failure For payment failures, ask the customer to update the payment method through the billing portal. If a paid feature is blocked, explain the current billing state without exposing processor internals." }, { "title": "Refunds and credits", "text": "Refunds and credits Refunds, credits, revocations, license transfers, and billing mutations require human review. The AI assistant can draft a response and checklist but must not mutate billing state." }, { "title": "Audit expectations", "text": "Audit expectations Any billing mutation must be performed through the approved portal workflow, with actor, target, before/after state, reason, and rollback path recorded." } ], "bodyText": "Billing Playbook Use this playbook for plan access, invoices, payment failures, subscription state, AppSumo entitlements, seat counts, and billing-source mismatch reports. Verify context Confirm workspace, requester authority, billing email, owner email, subscription status, active members, pending invites, AppSumo license status, and recent billing events. Do not ask for full card numbers. Entitlement mismatch Compare the effective plan, Stripe subscription, AppSumo license, seat limits, storage limits, billing status, and feature flag overrides. If an entitlement looks wrong, identify the source before changing anything. Payment failure For payment failures, ask the customer to update the payment method through the billing portal. If a paid feature is blocked, explain the current billing state without exposing processor internals. Refunds and credits Refunds, credits, revocations, license transfers, and billing mutations require human review. The AI assistant can draft a response and checklist but must not mutate billing state. Audit expectations Any billing mutation must be performed through the approved portal workflow, with actor, target, before/after state, reason, and rollback path recorded.", "searchText": "support-billing-playbook billing playbook internal support process for subscription state, appsumo licenses, invoices, seats, entitlement mismatches, payment failures, and safe billing replies. support billing billing stripe appsumo invoice subscription entitlement seats billing playbook use this playbook for plan access, invoices, payment failures, subscription state, appsumo entitlements, seat counts, and billing-source mismatch reports. verify context confirm workspace, requester authority, billing email, owner email, subscription status, active members, pending invites, appsumo license status, and recent billing events. do not ask for full card numbers. entitlement mismatch compare the effective plan, stripe subscription, appsumo license, seat limits, storage limits, billing status, and feature flag overrides. if an entitlement looks wrong, identify the source before changing anything. payment failure for payment failures, ask the customer to update the payment method through the billing portal. if a paid feature is blocked, explain the current billing state without exposing processor internals. refunds and credits refunds, credits, revocations, license transfers, and billing mutations require human review. the ai assistant can draft a response and checklist but must not mutate billing state. audit expectations any billing mutation must be performed through the approved portal workflow, with actor, target, before/after state, reason, and rollback path recorded." }, { "id": "support-custom-domain-playbook", "title": "Custom Domain Playbook", "description": "Internal support steps for custom domain verification failures, DNS mistakes, SSL provisioning, routing, and takeover concerns.", "audience": "support", "productArea": "domains", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "playbook", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "domain", "custom-domain", "dns", "cname", "verification", "takeover", "ssl" ], "relatedDocs": [ "customer-custom-domains", "known-domain-verification" ], "url": "/support/support-staff/custom-domain-playbook", "sourcePath": "support-docs/app/support-staff/custom-domain-playbook/page.mdx", "summary": "Custom Domain Playbook", "headings": [ { "depth": 2, "title": "Evidence to collect" }, { "depth": 2, "title": "Check common failures" }, { "depth": 2, "title": "Routing checks" }, { "depth": 2, "title": "Takeover concern" }, { "depth": 2, "title": "Customer reply shape" } ], "sections": [ { "title": "Overview", "text": "Custom Domain Playbook Use this playbook for custom domain verification failures, SSL provisioning delays, routing issues, and domain takeover concerns." }, { "title": "Evidence to collect", "text": "Evidence to collect Collect tenant ID, configured hostname, domain purpose, DNS provider, visible error, DNS screenshots, expected CNAME or TXT values, and time since records were changed." }, { "title": "Check common failures", "text": "Check common failures Check for wrong DNS zone, extra protocol or path, conflicting A or AAAA records, stale CNAME target, missing verification token, unsupported root/apex setup, and propagation delay." }, { "title": "Routing checks", "text": "Routing checks Confirm the domain belongs to the tenant, the workspace has entitlement, the purpose matches record/share routing expectations, and SSL provisioning is not still pending." }, { "title": "Takeover concern", "text": "Takeover concern If a domain appears attached to the wrong tenant or a customer claims unauthorized domain use, escalate. Do not manually reassign the domain without approval and before/after audit capture." }, { "title": "Customer reply shape", "text": "Customer reply shape Give the exact DNS issue when known. If propagation is likely, ask the customer to wait and recheck. Do not expose internal routing tables or tenant identifiers in customer-facing text." } ], "bodyText": "Custom Domain Playbook Use this playbook for custom domain verification failures, SSL provisioning delays, routing issues, and domain takeover concerns. Evidence to collect Collect tenant ID, configured hostname, domain purpose, DNS provider, visible error, DNS screenshots, expected CNAME or TXT values, and time since records were changed. Check common failures Check for wrong DNS zone, extra protocol or path, conflicting A or AAAA records, stale CNAME target, missing verification token, unsupported root/apex setup, and propagation delay. Routing checks Confirm the domain belongs to the tenant, the workspace has entitlement, the purpose matches record/share routing expectations, and SSL provisioning is not still pending. Takeover concern If a domain appears attached to the wrong tenant or a customer claims unauthorized domain use, escalate. Do not manually reassign the domain without approval and before/after audit capture. Customer reply shape Give the exact DNS issue when known. If propagation is likely, ask the customer to wait and recheck. Do not expose internal routing tables or tenant identifiers in customer-facing text.", "searchText": "support-custom-domain-playbook custom domain playbook internal support steps for custom domain verification failures, dns mistakes, ssl provisioning, routing, and takeover concerns. support domains domain custom-domain dns cname verification takeover ssl custom domain playbook use this playbook for custom domain verification failures, ssl provisioning delays, routing issues, and domain takeover concerns. evidence to collect collect tenant id, configured hostname, domain purpose, dns provider, visible error, dns screenshots, expected cname or txt values, and time since records were changed. check common failures check for wrong dns zone, extra protocol or path, conflicting a or aaaa records, stale cname target, missing verification token, unsupported root/apex setup, and propagation delay. routing checks confirm the domain belongs to the tenant, the workspace has entitlement, the purpose matches record/share routing expectations, and ssl provisioning is not still pending. takeover concern if a domain appears attached to the wrong tenant or a customer claims unauthorized domain use, escalate. do not manually reassign the domain without approval and before/after audit capture. customer reply shape give the exact dns issue when known. if propagation is likely, ask the customer to wait and recheck. do not expose internal routing tables or tenant identifiers in customer-facing text." }, { "id": "support-data-privacy-playbook", "title": "Data Privacy Playbook", "description": "Internal support guidance for handling customer data, sensitive reveals, audit expectations, privacy requests, and safe AI usage.", "audience": "support", "productArea": "security", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "policy", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "privacy", "data", "sensitive-reveal", "audit", "ai", "security" ], "relatedDocs": [ "customer-security-privacy", "policy-support-safety-boundaries" ], "url": "/support/support-staff/data-privacy", "sourcePath": "support-docs/app/support-staff/data-privacy/page.mdx", "summary": "Data Privacy Playbook", "headings": [ { "depth": 2, "title": "Minimum necessary access" }, { "depth": 2, "title": "Sensitive reveals" }, { "depth": 2, "title": "AI usage" }, { "depth": 2, "title": "Customer privacy requests" } ], "sections": [ { "title": "Overview", "text": "Data Privacy Playbook Support should collect the minimum data needed to resolve the case and use audited workflows for sensitive reveals or account-impacting actions." }, { "title": "Minimum necessary access", "text": "Minimum necessary access Only access customer data that is needed for the case. Prefer metadata, status, diagnostics, and audit events over opening customer content. If content access is required, record the reason." }, { "title": "Sensitive reveals", "text": "Sensitive reveals Sensitive fields require a reason and audit trail. Do not reveal or copy secrets, tokens, passwords, API keys, or private credentials into tickets, chat, email, or AI prompts." }, { "title": "AI usage", "text": "AI usage The AI assistant may summarize redacted support context and retrieve knowledgebase docs. It must not receive raw secrets and must not mutate users, billing, workspaces, recordings, domains, or permissions." }, { "title": "Customer privacy requests", "text": "Customer privacy requests Data export, deletion, legal requests, and account integrity reports require human review. Give the customer the next process step without promising completion before verification." } ], "bodyText": "Data Privacy Playbook Support should collect the minimum data needed to resolve the case and use audited workflows for sensitive reveals or account-impacting actions. Minimum necessary access Only access customer data that is needed for the case. Prefer metadata, status, diagnostics, and audit events over opening customer content. If content access is required, record the reason. Sensitive reveals Sensitive fields require a reason and audit trail. Do not reveal or copy secrets, tokens, passwords, API keys, or private credentials into tickets, chat, email, or AI prompts. AI usage The AI assistant may summarize redacted support context and retrieve knowledgebase docs. It must not receive raw secrets and must not mutate users, billing, workspaces, recordings, domains, or permissions. Customer privacy requests Data export, deletion, legal requests, and account integrity reports require human review. Give the customer the next process step without promising completion before verification.", "searchText": "support-data-privacy-playbook data privacy playbook internal support guidance for handling customer data, sensitive reveals, audit expectations, privacy requests, and safe ai usage. support security privacy data sensitive-reveal audit ai security data privacy playbook support should collect the minimum data needed to resolve the case and use audited workflows for sensitive reveals or account-impacting actions. minimum necessary access only access customer data that is needed for the case. prefer metadata, status, diagnostics, and audit events over opening customer content. if content access is required, record the reason. sensitive reveals sensitive fields require a reason and audit trail. do not reveal or copy secrets, tokens, passwords, api keys, or private credentials into tickets, chat, email, or ai prompts. ai usage the ai assistant may summarize redacted support context and retrieve knowledgebase docs. it must not receive raw secrets and must not mutate users, billing, workspaces, recordings, domains, or permissions. customer privacy requests data export, deletion, legal requests, and account integrity reports require human review. give the customer the next process step without promising completion before verification." }, { "id": "support-meetings-captions-playbook", "title": "Meetings and Captions Playbook", "description": "Internal support steps for meeting join failures, camera and microphone problems, live captions, speech-to-text, and translation.", "audience": "support", "productArea": "meetings", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "playbook", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "meeting", "captions", "translation", "stt", "nvidia", "microphone" ], "relatedDocs": [ "customer-meetings-captions-translation", "known-live-caption-translation" ], "url": "/support/support-staff/meetings-captions-playbook", "sourcePath": "support-docs/app/support-staff/meetings-captions-playbook/page.mdx", "summary": "Meetings and Captions Playbook", "headings": [ { "depth": 2, "title": "Collect first" }, { "depth": 2, "title": "Device checks" }, { "depth": 2, "title": "Caption checks" }, { "depth": 2, "title": "Provider checks" }, { "depth": 2, "title": "Escalation packet" } ], "sections": [ { "title": "Overview", "text": "Meetings and Captions Playbook Use this playbook when a customer reports meeting access failures, blocked device permissions, missing captions, poor transcription, or translation not appearing." }, { "title": "Collect first", "text": "Collect first Collect room name or meeting link, tenant ID, participant email, browser, operating system, device type, source language, target language, approximate time, and whether all participants or one participant were affected." }, { "title": "Device checks", "text": "Device checks Ask the customer to confirm browser site permissions, operating system privacy permissions, and whether another app is using the microphone or camera. For mobile browsers, explain that screen sharing may not be supported." }, { "title": "Caption checks", "text": "Caption checks Check whether microphone audio is present, captions are enabled, the configured STT provider is healthy, and the language is supported. If captions work but translation does not, focus on provider translation support and language-pair configuration." }, { "title": "Provider checks", "text": "Provider checks For NVIDIA-backed speech or translation, confirm provider configuration, API health, timeout spikes, and fallback behavior. Do not expose provider API keys or internal provider payloads in a customer reply." }, { "title": "Escalation packet", "text": "Escalation packet Escalate with meeting ID, time window, tenant ID, provider mode, language pair, browser, device, error text, and whether media capture worked before the caption or translation failure." } ], "bodyText": "Meetings and Captions Playbook Use this playbook when a customer reports meeting access failures, blocked device permissions, missing captions, poor transcription, or translation not appearing. Collect first Collect room name or meeting link, tenant ID, participant email, browser, operating system, device type, source language, target language, approximate time, and whether all participants or one participant were affected. Device checks Ask the customer to confirm browser site permissions, operating system privacy permissions, and whether another app is using the microphone or camera. For mobile browsers, explain that screen sharing may not be supported. Caption checks Check whether microphone audio is present, captions are enabled, the configured STT provider is healthy, and the language is supported. If captions work but translation does not, focus on provider translation support and language-pair configuration. Provider checks For NVIDIA-backed speech or translation, confirm provider configuration, API health, timeout spikes, and fallback behavior. Do not expose provider API keys or internal provider payloads in a customer reply. Escalation packet Escalate with meeting ID, time window, tenant ID, provider mode, language pair, browser, device, error text, and whether media capture worked before the caption or translation failure.", "searchText": "support-meetings-captions-playbook meetings and captions playbook internal support steps for meeting join failures, camera and microphone problems, live captions, speech-to-text, and translation. support meetings meeting captions translation stt nvidia microphone meetings and captions playbook use this playbook when a customer reports meeting access failures, blocked device permissions, missing captions, poor transcription, or translation not appearing. collect first collect room name or meeting link, tenant id, participant email, browser, operating system, device type, source language, target language, approximate time, and whether all participants or one participant were affected. device checks ask the customer to confirm browser site permissions, operating system privacy permissions, and whether another app is using the microphone or camera. for mobile browsers, explain that screen sharing may not be supported. caption checks check whether microphone audio is present, captions are enabled, the configured stt provider is healthy, and the language is supported. if captions work but translation does not, focus on provider translation support and language-pair configuration. provider checks for nvidia-backed speech or translation, confirm provider configuration, api health, timeout spikes, and fallback behavior. do not expose provider api keys or internal provider payloads in a customer reply. escalation packet escalate with meeting id, time window, tenant id, provider mode, language pair, browser, device, error text, and whether media capture worked before the caption or translation failure." }, { "id": "support-recordings-export-playbook", "title": "Recordings Export Playbook", "description": "Internal support investigation steps for stuck uploads, processing failures, disabled exports, failed thumbnails, clips, and derivative jobs.", "audience": "support", "productArea": "recordings", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "playbook", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "recording", "export", "processing", "worker_timeout", "r2", "derivative" ], "relatedDocs": [ "recording-export-stuck", "known-recording-processing-states" ], "url": "/support/support-staff/recordings-export-playbook", "sourcePath": "support-docs/app/support-staff/recordings-export-playbook/page.mdx", "summary": "Recordings Export Playbook", "headings": [ { "depth": 2, "title": "Initial evidence" }, { "depth": 2, "title": "Superadmin checks" }, { "depth": 2, "title": "Safe actions" }, { "depth": 2, "title": "Retry guidance" }, { "depth": 2, "title": "Customer reply shape" } ], "sections": [ { "title": "Overview", "text": "Recordings Export Playbook Use this playbook when a customer reports that a recording is stuck, playback is unavailable, export is disabled, thumbnails or clips are missing, or download output is incomplete." }, { "title": "Initial evidence", "text": "Initial evidence Capture recording ID or share URL, tenant ID, owner email, upload time, duration, browser, file type, current status, and customer-visible error. Confirm whether the recording is cloud-backed or local-only." }, { "title": "Superadmin checks", "text": "Superadmin checks Review the customer timeline, recording status, processing jobs, storage usage, worker reliability snapshot, and recent support notes. Check for worker_timeout, missing object keys, failed multipart upload completion, derivative job failure, or storage entitlement limits." }, { "title": "Safe actions", "text": "Safe actions Safe support actions include explaining processing states, asking for missing evidence, retrying a reversible processing job through the approved portal workflow, and escalating to engineering with an evidence packet. Never delete the source recording as a first response." }, { "title": "Retry guidance", "text": "Retry guidance Retry only when the source object exists, storage entitlement is valid, the job is not currently running, and worker health is stable. If the same job fails again, escalate with job ID, timestamps, worker error, tenant ID, and object key prefix." }, { "title": "Customer reply shape", "text": "Customer reply shape Tell the customer that the export is still being prepared or that support is checking the processing job. Ask them not to delete the original recording. Give a realistic next update, not a guaranteed completion time." } ], "bodyText": "Recordings Export Playbook Use this playbook when a customer reports that a recording is stuck, playback is unavailable, export is disabled, thumbnails or clips are missing, or download output is incomplete. Initial evidence Capture recording ID or share URL, tenant ID, owner email, upload time, duration, browser, file type, current status, and customer-visible error. Confirm whether the recording is cloud-backed or local-only. Superadmin checks Review the customer timeline, recording status, processing jobs, storage usage, worker reliability snapshot, and recent support notes. Check for worker_timeout, missing object keys, failed multipart upload completion, derivative job failure, or storage entitlement limits. Safe actions Safe support actions include explaining processing states, asking for missing evidence, retrying a reversible processing job through the approved portal workflow, and escalating to engineering with an evidence packet. Never delete the source recording as a first response. Retry guidance Retry only when the source object exists, storage entitlement is valid, the job is not currently running, and worker health is stable. If the same job fails again, escalate with job ID, timestamps, worker error, tenant ID, and object key prefix. Customer reply shape Tell the customer that the export is still being prepared or that support is checking the processing job. Ask them not to delete the original recording. Give a realistic next update, not a guaranteed completion time.", "searchText": "support-recordings-export-playbook recordings export playbook internal support investigation steps for stuck uploads, processing failures, disabled exports, failed thumbnails, clips, and derivative jobs. support recordings recording export processing worker_timeout r2 derivative recordings export playbook use this playbook when a customer reports that a recording is stuck, playback is unavailable, export is disabled, thumbnails or clips are missing, or download output is incomplete. initial evidence capture recording id or share url, tenant id, owner email, upload time, duration, browser, file type, current status, and customer-visible error. confirm whether the recording is cloud-backed or local-only. superadmin checks review the customer timeline, recording status, processing jobs, storage usage, worker reliability snapshot, and recent support notes. check for worker_timeout, missing object keys, failed multipart upload completion, derivative job failure, or storage entitlement limits. safe actions safe support actions include explaining processing states, asking for missing evidence, retrying a reversible processing job through the approved portal workflow, and escalating to engineering with an evidence packet. never delete the source recording as a first response. retry guidance retry only when the source object exists, storage entitlement is valid, the job is not currently running, and worker health is stable. if the same job fails again, escalate with job id, timestamps, worker error, tenant id, and object key prefix. customer reply shape tell the customer that the export is still being prepared or that support is checking the processing job. ask them not to delete the original recording. give a realistic next update, not a guaranteed completion time." }, { "id": "support-sso-scim-playbook", "title": "SSO and SCIM Playbook", "description": "Internal support steps for SAML SSO, SCIM provisioning, identity provider configuration, token lifecycle, member sync, and access mismatches.", "audience": "support", "productArea": "identity", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "playbook", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "sso", "scim", "saml", "identity", "provisioning", "token" ], "relatedDocs": [ "known-scim-provisioning", "policy-support-safety-boundaries" ], "url": "/support/support-staff/sso-scim-playbook", "sourcePath": "support-docs/app/support-staff/sso-scim-playbook/page.mdx", "summary": "SSO and SCIM Playbook", "headings": [ { "depth": 2, "title": "SSO checks" }, { "depth": 2, "title": "SCIM checks" }, { "depth": 2, "title": "Token lifecycle" }, { "depth": 2, "title": "Customer reply shape" }, { "depth": 2, "title": "Escalation triggers" } ], "sections": [ { "title": "Overview", "text": "SSO and SCIM Playbook Use this playbook when enterprise customers report SSO login failures, SCIM user mismatch, missing members, duplicate users, or token rotation issues." }, { "title": "SSO checks", "text": "SSO checks Confirm tenant ID, identity provider status, SAML metadata, callback URL, entity ID, signing certificate status, domain policy, and the user email involved. Ask for the identity provider error text when available." }, { "title": "SCIM checks", "text": "SCIM checks Confirm SCIM token status, last provisioning event, user external ID, email normalization, active state, role mapping, and whether the identity provider sent create, update, deactivate, or group events." }, { "title": "Token lifecycle", "text": "Token lifecycle SCIM token creation and revocation are high-risk actions. They require step-up authentication, audit logging, and approval when policy requires it. Never reveal token values after creation." }, { "title": "Customer reply shape", "text": "Customer reply shape Ask for the identity provider, affected user email, approximate time, and error text. Explain what configuration area is being checked without exposing token values, internal logs, or private metadata." }, { "title": "Escalation triggers", "text": "Escalation triggers Escalate repeated provisioning failure, owner lockout caused by identity policy, suspected unauthorized identity provider changes, or any request to bypass SSO controls." } ], "bodyText": "SSO and SCIM Playbook Use this playbook when enterprise customers report SSO login failures, SCIM user mismatch, missing members, duplicate users, or token rotation issues. SSO checks Confirm tenant ID, identity provider status, SAML metadata, callback URL, entity ID, signing certificate status, domain policy, and the user email involved. Ask for the identity provider error text when available. SCIM checks Confirm SCIM token status, last provisioning event, user external ID, email normalization, active state, role mapping, and whether the identity provider sent create, update, deactivate, or group events. Token lifecycle SCIM token creation and revocation are high-risk actions. They require step-up authentication, audit logging, and approval when policy requires it. Never reveal token values after creation. Customer reply shape Ask for the identity provider, affected user email, approximate time, and error text. Explain what configuration area is being checked without exposing token values, internal logs, or private metadata. Escalation triggers Escalate repeated provisioning failure, owner lockout caused by identity policy, suspected unauthorized identity provider changes, or any request to bypass SSO controls.", "searchText": "support-sso-scim-playbook sso and scim playbook internal support steps for saml sso, scim provisioning, identity provider configuration, token lifecycle, member sync, and access mismatches. support identity sso scim saml identity provisioning token sso and scim playbook use this playbook when enterprise customers report sso login failures, scim user mismatch, missing members, duplicate users, or token rotation issues. sso checks confirm tenant id, identity provider status, saml metadata, callback url, entity id, signing certificate status, domain policy, and the user email involved. ask for the identity provider error text when available. scim checks confirm scim token status, last provisioning event, user external id, email normalization, active state, role mapping, and whether the identity provider sent create, update, deactivate, or group events. token lifecycle scim token creation and revocation are high-risk actions. they require step-up authentication, audit logging, and approval when policy requires it. never reveal token values after creation. customer reply shape ask for the identity provider, affected user email, approximate time, and error text. explain what configuration area is being checked without exposing token values, internal logs, or private metadata. escalation triggers escalate repeated provisioning failure, owner lockout caused by identity policy, suspected unauthorized identity provider changes, or any request to bypass sso controls." }, { "id": "support-triage-model", "title": "Support Triage Model", "description": "A consistent triage model for support staff and the AI assistant to classify cases, gather missing evidence, and choose the next safe action.", "audience": "support", "productArea": "platform", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "playbook", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "triage", "support", "severity", "escalation", "checklist" ], "relatedDocs": [], "url": "/support/support-staff/triage-model", "sourcePath": "support-docs/app/support-staff/triage-model/page.mdx", "summary": "Support Triage Model", "headings": [ { "depth": 2, "title": "Classify first" }, { "depth": 2, "title": "Establish impact" }, { "depth": 2, "title": "Choose severity" }, { "depth": 2, "title": "Support response rule" }, { "depth": 2, "title": "Escalate when" } ], "sections": [ { "title": "Overview", "text": "Support Triage Model Every support case should produce a category, severity, evidence checklist, customer-safe response, and escalation decision. The AI assistant may draft these fields, but staff remain responsible for review." }, { "title": "Classify first", "text": "Classify first Classify the case by product area: recordings, meetings, captions, translation, billing, workspace access, custom domains, SSO/SCIM, security, or general support. Use the customer's words plus timeline and diagnostics evidence." }, { "title": "Establish impact", "text": "Establish impact Capture the affected workspace, requester email, feature, affected object ID, customer-visible error, first seen time, whether the issue is ongoing, and how many users are affected." }, { "title": "Choose severity", "text": "Choose severity Critical: account takeover concern, data exposure concern, owner lockout for a business-critical workspace, billing outage affecting many customers, production-wide recording or meeting outage. High: one tenant blocked from a paid critical workflow, failed owner recovery, repeated payment/entitlement mismatch, custom domain takeover concern. Medium: isolated export failure, one meeting caption issue, single user access problem with workaround. Low: how-to question, plan explanation, cosmetic issue, or non-urgent request." }, { "title": "Support response rule", "text": "Support response rule The customer reply should state what is known, what is being checked, and what information is needed. Do not promise a fix, refund, transfer, or data recovery until the guarded workflow has completed." }, { "title": "Escalate when", "text": "Escalate when Escalate if sensitive data may be exposed, identity authority is unclear, a high-risk action is requested, a paid workspace is blocked without workaround, or diagnostics show repeated platform failure." } ], "bodyText": "Support Triage Model Every support case should produce a category, severity, evidence checklist, customer-safe response, and escalation decision. The AI assistant may draft these fields, but staff remain responsible for review. Classify first Classify the case by product area: recordings, meetings, captions, translation, billing, workspace access, custom domains, SSO/SCIM, security, or general support. Use the customer's words plus timeline and diagnostics evidence. Establish impact Capture the affected workspace, requester email, feature, affected object ID, customer-visible error, first seen time, whether the issue is ongoing, and how many users are affected. Choose severity Critical: account takeover concern, data exposure concern, owner lockout for a business-critical workspace, billing outage affecting many customers, production-wide recording or meeting outage. High: one tenant blocked from a paid critical workflow, failed owner recovery, repeated payment/entitlement mismatch, custom domain takeover concern. Medium: isolated export failure, one meeting caption issue, single user access problem with workaround. Low: how-to question, plan explanation, cosmetic issue, or non-urgent request. Support response rule The customer reply should state what is known, what is being checked, and what information is needed. Do not promise a fix, refund, transfer, or data recovery until the guarded workflow has completed. Escalate when Escalate if sensitive data may be exposed, identity authority is unclear, a high-risk action is requested, a paid workspace is blocked without workaround, or diagnostics show repeated platform failure.", "searchText": "support-triage-model support triage model a consistent triage model for support staff and the ai assistant to classify cases, gather missing evidence, and choose the next safe action. support platform triage support severity escalation checklist support triage model every support case should produce a category, severity, evidence checklist, customer-safe response, and escalation decision. the ai assistant may draft these fields, but staff remain responsible for review. classify first classify the case by product area: recordings, meetings, captions, translation, billing, workspace access, custom domains, sso/scim, security, or general support. use the customer's words plus timeline and diagnostics evidence. establish impact capture the affected workspace, requester email, feature, affected object id, customer-visible error, first seen time, whether the issue is ongoing, and how many users are affected. choose severity critical: account takeover concern, data exposure concern, owner lockout for a business-critical workspace, billing outage affecting many customers, production-wide recording or meeting outage. high: one tenant blocked from a paid critical workflow, failed owner recovery, repeated payment/entitlement mismatch, custom domain takeover concern. medium: isolated export failure, one meeting caption issue, single user access problem with workaround. low: how-to question, plan explanation, cosmetic issue, or non-urgent request. support response rule the customer reply should state what is known, what is being checked, and what information is needed. do not promise a fix, refund, transfer, or data recovery until the guarded workflow has completed. escalate when escalate if sensitive data may be exposed, identity authority is unclear, a high-risk action is requested, a paid workspace is blocked without workaround, or diagnostics show repeated platform failure." }, { "id": "support-workspace-owner-recovery", "title": "Workspace Access and Owner Recovery", "description": "Internal guidance for workspace access problems, owner lockout, invite mismatches, tenant ownership, and safe recovery boundaries.", "audience": "support", "productArea": "workspace", "safeForCustomer": false, "requiresHumanReview": true, "lastReviewed": "2026-07-09", "sourceKind": "playbook", "knowledgeSurfaces": [ "backend_ai", "superadmin_frontend" ], "tags": [ "owner", "recovery", "workspace", "access", "invite", "roles" ], "relatedDocs": [ "customer-workspaces-seats", "policy-owner-transfer" ], "url": "/support/support-staff/workspace-access-owner-recovery", "sourcePath": "support-docs/app/support-staff/workspace-access-owner-recovery/page.mdx", "summary": "Workspace Access and Owner Recovery", "headings": [ { "depth": 2, "title": "Common causes" }, { "depth": 2, "title": "Investigation checks" }, { "depth": 2, "title": "Recovery boundaries" }, { "depth": 2, "title": "Customer reply shape" }, { "depth": 2, "title": "Escalate immediately" } ], "sections": [ { "title": "Overview", "text": "Workspace Access and Owner Recovery Workspace access and owner recovery are sensitive because they can change control over customer data and billing." }, { "title": "Common causes", "text": "Common causes Common causes include signing in with the wrong email, unaccepted invite, removed member, expired session, duplicate workspace, SSO identity mismatch, or lost access to the owner email." }, { "title": "Investigation checks", "text": "Investigation checks Confirm requester email, workspace name, current owner, membership state, invite status, recent role changes, billing authority, and any SSO or SCIM enforcement. Review audit events before recommending a transfer." }, { "title": "Recovery boundaries", "text": "Recovery boundaries Support may explain the recovery path, collect proof, and prepare an escalation packet. Support must not transfer ownership without the approved owner-transfer workflow and required verification." }, { "title": "Customer reply shape", "text": "Customer reply shape State that ownership recovery requires verification to protect workspace data. Ask for workspace name, requester email, current owner email if known, business domain, and proof of authority." }, { "title": "Escalate immediately", "text": "Escalate immediately Escalate if the request involves a domain takeover concern, terminated employee owner, legal dispute, suspected unauthorized access, or a paid workspace blocked from business-critical access." } ], "bodyText": "Workspace Access and Owner Recovery Workspace access and owner recovery are sensitive because they can change control over customer data and billing. Common causes Common causes include signing in with the wrong email, unaccepted invite, removed member, expired session, duplicate workspace, SSO identity mismatch, or lost access to the owner email. Investigation checks Confirm requester email, workspace name, current owner, membership state, invite status, recent role changes, billing authority, and any SSO or SCIM enforcement. Review audit events before recommending a transfer. Recovery boundaries Support may explain the recovery path, collect proof, and prepare an escalation packet. Support must not transfer ownership without the approved owner-transfer workflow and required verification. Customer reply shape State that ownership recovery requires verification to protect workspace data. Ask for workspace name, requester email, current owner email if known, business domain, and proof of authority. Escalate immediately Escalate if the request involves a domain takeover concern, terminated employee owner, legal dispute, suspected unauthorized access, or a paid workspace blocked from business-critical access.", "searchText": "support-workspace-owner-recovery workspace access and owner recovery internal guidance for workspace access problems, owner lockout, invite mismatches, tenant ownership, and safe recovery boundaries. support workspace owner recovery workspace access invite roles workspace access and owner recovery workspace access and owner recovery are sensitive because they can change control over customer data and billing. common causes common causes include signing in with the wrong email, unaccepted invite, removed member, expired session, duplicate workspace, sso identity mismatch, or lost access to the owner email. investigation checks confirm requester email, workspace name, current owner, membership state, invite status, recent role changes, billing authority, and any sso or scim enforcement. review audit events before recommending a transfer. recovery boundaries support may explain the recovery path, collect proof, and prepare an escalation packet. support must not transfer ownership without the approved owner-transfer workflow and required verification. customer reply shape state that ownership recovery requires verification to protect workspace data. ask for workspace name, requester email, current owner email if known, business domain, and proof of authority. escalate immediately escalate if the request involves a domain takeover concern, terminated employee owner, legal dispute, suspected unauthorized access, or a paid workspace blocked from business-critical access." } ] }