Module guide
Workflow
Reports
Public Website, AwraIQ & Support Chat Guide
Use this guide to understand help center search, public assistant behavior, support chat, ticketing, AI handoff, knowledge base usage, and customer support operations.
AWRA support starts with clear self-service help and escalates when a user needs a human decision or deeper investigation. The public help center, AwraIQ assistant, support chat, and ticket paths should help users find practical answers, collect the right details, and reach the correct support path.
Help Center Search
- Search by task, such as "receive stock", "failed payment", "cash drawer", or "missing menu".
- Search by module, such as Inventory, Procurement, POS, Finance, Billing, or Integrations.
- Search by record type, such as RFQ, PO, invoice, payment, workflow, asset, or sync run.
- Use role guides when you are not sure which module applies to your work.
Support Chat And AwraIQ
| Channel | Best Use | What To Provide |
|---|---|---|
| Help center | Learning workflows, solving common issues, checking terms, and onboarding users. | Search phrase or module name. |
| AwraIQ assistant | Quick guidance, navigation help, public answers, and support triage. | Task, module, and what you expected. |
| Support chat | When self-service does not resolve the issue. | Record number, screenshot if allowed, visible message, and urgency. |
| Ticket | Issues needing follow-up, billing review, technical investigation, or multi-user impact. | Full evidence, owner, affected users, timestamps, and impact. |
Handoff To Human Support
- Search the help center and try the recommended troubleshooting steps.
- Ask AwraIQ or support chat with the module, task, and visible message.
- Collect record numbers, screenshots if allowed, timestamps, user, branch, warehouse, and expected result.
- Escalate to organization admin first for access, setup, branch, warehouse, role, or approval assignment issues.
- Escalate to AWRA Support, Billing Support, or Technical Support depending on the issue type.
Common Support Mistakes
- Sending "it is not working" without module, record, or visible message.
- Skipping organization admin for access and setup questions.
- Creating multiple tickets for the same issue instead of updating one thread.
- Not including urgency or business impact.
- Sharing sensitive payment, password, or private customer details in chat unnecessarily.
Best support format: "I am trying to [task] in [module] for [record] at [branch/warehouse]. I expected [result], but saw [message]. It affects [users/team] and started at [time]."
Support escalation
Open support guide
Need help with this topic?
Capture the module, record number, branch or warehouse, user, visible message, and what you expected to happen before contacting support.