Help · Your team
When the CorekChat team signs into your account to help you
When you write to us because something isn't working — the agent isn't answering, a product won't save, an order doesn't show up — often the fastest thing is for someone on the CorekChat team to look at your account. That's what support access is for.
We'll never ask you for your password. The support person signs in with their own identity, for a limited time, and every access is recorded in your account.
#What a support access is
It's an entry into your restaurant's dashboard opened by a person on the CorekChat team, always with a written reason. It has three limits:
- It's short. Between 5 and 120 minutes, and it closes on its own when time is up.
- By default it's read-only. The person sees your dashboard as you see it, but can't save anything.
- It's not a user of your account. It doesn't take up a seat in your plan, doesn't sign you or your team out, and in the dashboard it shows up as «Soporte de CorekChat» (CorekChat Support).
#How you find out
Normally, as soon as an access is opened:
- Your whole team gets a notification in the dashboard's bell.
- An email reaches your restaurant's email address with who signed in, why, in what mode and for how long.
If the support team signs in without notifying you (for example, to check something you already discussed with them without interrupting your service), it still shows up in your access history, with the reason, the mode and the changes.
#What it can and can't do
If something needs to be fixed, the support person can sign in with changes. With changes they can do what an administrator of your account can do to solve the problem: the menu, the agent's settings, users and roles, integrations such as WhatsApp, messages to your customers, your plan and payments, electronic invoicing and data downloads. Only people with a special permission inside CorekChat can sign in with changes, and they must confirm with their verification code.
Even with changes, they can never:
- See or change your profile, your password or your two-step verification.
- Use Nero, your assistant (it doesn't spend your AI allowance).
- Close the support accesses in your history.
Everything that's changed is recorded under the support person's name, and you can see how many changes they made in each access.
#Where to see accesses and how to close them
Open «Configuraciones» (Settings) (in the left menu) and choose «Accesos de soporte» (Support access). All support accesses to your account are there: who, when, the reason, the mode and how many changes were made.
System screenshot, customers onlySettings → Support access: every entry by the CorekChat team is recorded hereSee it in your account
If one is in progress, it's highlighted at the top with the «Cerrar acceso» (Close access) button. When you press it, the support person leaves your account immediately. To close it you need permission to edit settings; to see them, being able to view settings is enough.
You can also ask Nero: "Did anyone from CorekChat sign into my account?".
#If you didn't ask for help
If you see a support access you weren't expecting, close it from Settings → Support access and write to us at soporte@corekchat.com telling us what you saw.