Getting help from Rezo — what the assistant can and can't do

What Rezo (the in-app support assistant) knows, what it can look up for you, when it brings in a person, the rating and thumbs buttons, and the switch that lets it remember your recent conversations.

Rezo is the support assistant inside your dashboard and staff portal (the chat button in the top bar) and on ResoFlow's public website. It answers from the same help guides you're reading now, and it knows which screen you have open, so "how do I change this?" usually gets the right answer without you saying which "this". This guide is the honest list of what it can and can't do.

What Rezo knows about your venue

• Your plan and usage — which plan you're on, what's included, and how much of this cycle's allowance you've used.
• The screen you're on — Rezo is told which dashboard or staff-portal page you have the chat open on, and on a settings page which setting you last clicked or tapped (its name and the help line printed under it — nothing else), so "what does this switch do?" gets the right switch. It never sees what you've typed into a form or the values you've set. The page name is kept on the conversation's record so the team can see where you were if a person picks it up; it isn't personal information.
• On the public website — Rezo is told which page of resoflow.co.uk you opened the chat on (Pricing, Features, a help guide), so "is this included?" is answered for that page. It has no account to look at there.
• A summary of your settings — enough to answer "is X switched on for me?" without you checking first.
• Your recent support conversations — short summaries (never the full transcript) of your last three closed conversations from the past 30 days, so you don't have to repeat yourself. You can switch this off (see below).

Rezo never sees customer card details, passwords or PINs, and it cannot change anything in your account — it points you to the right screen and explains what to press. Every change stays your click.

Rezo can check whether an email or text was sent

If a customer says they never got their confirmation, ask Rezo: "did the confirmation email go out to jane@…?" or "was the reminder text sent?". Rezo reads your venue's own send records for the last seven days and tells you plainly whether the message was sent, is still queued, or failed — and when. Addresses are masked in the answer (j***@example.com), and Rezo only ever sees the delivery record, never the message itself. Each check is written to your Activity Log so you can see it happened.

Watching the reply arrive

Rezo's replies appear as they're written. Every part of a reply is checked against the same safety rules as the finished answer before it's shown, and if a finished reply fails a check it's withdrawn and replaced. Nothing is shown that the checks would have blocked.

Rating an answer, and getting a person

• Under each of Rezo's answers you'll see thumbs up / thumbs down. A thumbs down is read by the ResoFlow team every week.
• If you give a second thumbs down in the same conversation, Rezo offers to bring in a member of the team straight away.
• You can ask for a person at any time ("can I speak to someone?"). Rezo never hands you over without asking first, and never pretends a person has taken over when they haven't.
• If a conversation has gone on a long time (around twenty of Rezo's replies), Rezo offers a person once and keeps helping; at thirty, the conversation goes to a person with a note saying why. There's also a small per-conversation budget for Rezo's own running cost; if a single conversation reaches it, Rezo says so honestly and a person takes over — you're never charged for it.
• If a conversation closes quietly after 24 hours with no reply from you, you'll get one short email asking whether Rezo's help was useful — one tap, no sign-in.

Rezo memory — the switch

Go to your account's Preferences page and open Rezo memory. The switch Let Rezo remember my recent support conversations is on by default. Turning it off means every conversation starts fresh: no new summaries are written for conversations you close, and none are used for your new ones. Summaries that already exist are deleted automatically within 30 days.

Summaries are yours alone — a colleague using the same venue's dashboard never sees them, and you never see theirs.

What you can answer

• Rezo knows your plan, your usage, the page you're on (dashboard or staff portal — and on a settings page, the setting you last touched), a summary of your settings, and (if the switch is on) short summaries of your last three closed conversations from the past 30 days.
• It can check whether a booking email or text was sent in the last seven days — addresses masked, delivery record only.
• It cannot change settings, bookings or payments; it explains and points you to the screen.
• A second thumbs down, a long conversation, or simply asking all bring in a person — always with your say-so.
• The memory switch lives on your account's Preferences page; off stops new summaries at once, existing ones age out within 30 days.

Related guides

• The setup guide travels with you in the help widget
• Troubleshooting common issues
• Support access — how the ResoFlow team can help inside your account