How do support conversations work?

A person at ResoFlow replies in the conversation and by email; a reply to our email joins it; a conversation waiting for us never closes by itself.

When you message ResoFlow from Help and support, a person replies in that conversation — you'll see it there, and by email about two minutes later unless you were at the chat when it arrived. Replying to one of our emails adds your reply to the same conversation. Every conversation has a short reference, like #AB3CDFKJ, at the foot of our emails and in its details.

When we've replied and haven't heard back, we send one reminder on day 6 with a Keep this conversation open button; on day 7 it closes and we email you a copy. A conversation waiting for us never closes by itself. You can re-open a closed conversation for 30 days — press Re-open, or just reply to our last email; after that, start a new conversation. A chat only Rezo answered closes after 24 quiet hours — the rating question waits in the chat.

The bell tells you when someone at ResoFlow replies.

Who can see your conversations. Your conversations with Rezo and with ResoFlow are seen by you and by ResoFlow — not by anyone else at your venue. That includes conversations started before this rule came in. A conversation stays with the person who started it, even if they leave or the venue changes owner. Only the account owner or an admin can ask for a person at ResoFlow; everyone else on your team still has Rezo, and sees "Please speak to your venue's ResoFlow account owner or an admin." instead of a button. The venue's Export data carries the owner's own conversations only.

Messages from ResoFlow. When we write to your venue, the message goes to the account owner — by email, in Help and support → Messages with a From ResoFlow tag, and as a small card from Rezo in the corner of the dashboard until you press Read it or Later. We can see when our email was delivered and when the owner or an admin opened the message in the dashboard; we never track whether an email was opened.

Copies of our account emails. When someone at ResoFlow emails your venue about your account — a notice to every venue, a change our team made to your plan or billing, or your platform fees — a copy also appears in Messages, marked From ResoFlow · Email, and is kept for 24 months. It goes to whoever the email was sent to. The copy is read-only: Reply starts a new conversation about it. Automatic emails (receipts, payment problems, trial reminders), security emails and marketing aren't copied.

If you don't need the team any more

While your question is with the team and nobody has replied yet, tap I don't need the team any more in the With the team card at the top of the chat: Rezo carries on with you in the same chat, the team is told, and no "We're still on it" email follows. Once someone has replied, press End this conversation — the team is told you don't need them any more. Our closing email says how long you can re-open: reply within 30 days and the conversation opens again where it left off; after that, a reply starts a new one. A message ResoFlow sends you stays open until you've seen it; once seen, it closes by itself after 7 days if you don't reply.