Support
Proseweave includes a built-in support system with an AI assistant that can answer questions about features, workflows, and troubleshooting. If the AI can't resolve your issue, you can escalate to a human admin.
Chat Widget
A floating chat icon appears in the bottom-right corner of every page. Click it to open a chat window and start asking questions immediately — no ticket creation needed.
The AI assistant responds instantly using the Proseweave documentation. It can help with:
- Feature questions — "How do I generate a scene?" or "What does the Story Bible do?"
- Workflow guidance — "How do I export my book?" or "What's the writing workflow?"
- Troubleshooting — "Why isn't my AI generation working?"
Be specific in your questions. Instead of "help me", try "How do I add a character to my Story Bible?"
Closing the widget resets the conversation, so you get a fresh start each time.
Escalating to a Human
If the AI can't resolve your issue, click Escalate to Human in the chat widget. This creates a support ticket with the full conversation history so the admin has context.
Once escalated, an admin will review your ticket and reply. You'll receive an email notification when the admin responds.
Support Page
For full ticket management, click the external link icon in the widget header or navigate to Support from your user menu. On the Support page you can:
- View all your tickets and their statuses
- Continue conversations on existing tickets
- Create new tickets directly
- Resolve tickets when your issue is addressed
Ticket Statuses
| Status | Meaning |
|---|---|
| Open | You're chatting with the AI assistant |
| Waiting | Escalated — an admin will respond soon |
| Replied | An admin has responded |
| Resolved | The ticket has been marked resolved |
Chat conversations have a message limit to keep responses focused. If you reach the limit, escalate to a human for further help.