How do I report a problem or reach a person through Rezo?

Telling the team about bugs and feature ideas, when Rezo has no guide, rating an answer, getting a person, Rezo's allowance, and while your question is with the team.

Part of How can Rezo help, and what can't it do?. This part covers reaching the ResoFlow team through Rezo: bugs, feature ideas and broken pages, when Rezo has no guide, rating an answer and getting a person, and while your question is with the team.

Bugs, feature ideas and broken pages — telling the ResoFlow team

How do I suggest a feature? Open Messages in the help panel and tap New message to the team — or tell Rezo, and it offers to pass it on (below).

Tell Rezo that something in ResoFlow isn't working or a page won't open, or suggest a feature you wish ResoFlow had, and once it has helped with what it can, Rezo offers to pass it on. Under its answer you see exactly what would go to the team: the kind (Bug, Feature idea, Broken link or Question), the words, and the page it's about, with Rezo's question "Shall I send this to the ResoFlow team?". Nothing is sent until you press Yes, send it (or type yes); No thanks means nothing goes. Afterwards Rezo says "Thanks — I've sent it to the team." and nothing more: it can't promise what happens next or when.

Signed in, it goes to the ResoFlow team with your name and your venue; either way it's kept for 24 months. On the ResoFlow website, where there's no account, Rezo also offers a box for your email — leave it blank if you'd rather not be contacted.

When Rezo doesn't have a guide on that

When none of the guides answers your question, Rezo says "I don't have a guide on that." rather than guessing, and offers to send it to the team as a question, the same way — only if you say yes.

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.
• The account owner or an admin can ask for a person at any time ("can I speak to someone?"), or tap Talk to the team under the chat; anyone else on the team is asked to speak to the owner or an admin. 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.
• Each venue also has a monthly allowance for Rezo's running cost — smaller on the Free plan. On the Free plan, once most of it is used, the Ask Rezo panel shows a quiet line saying Rezo help is running low and the date it starts again (never a figure). If your venue uses it up, Rezo says so, passes your question to the team and points you to the Guides, which answer most questions; paid plans include more Rezo help each month. You're never charged for it, and it starts again with your next billing cycle.
• If a chat with Rezo goes quiet for 24 hours, it closes by itself, and the rating question is waiting in the chat the next time you open it — no email.

While your question is with the team

Once Rezo has passed your question to the ResoFlow team, it stays pinned at the top of the chat — With the team, with what you asked — until a person replies. The team replies in the same conversation, and by email if you're away. Meanwhile you can keep asking Rezo anything else in the same chat and he answers as normal. If a new question needs the team too, tap Add this to my question for the team under his answer and it goes with the question they already have. Rezo never tells you a person has read your question or when they'll reply — he can't know.

Sorted it yourself? Tap I don't need the team any more in the With the team card: Rezo carries on with you in the same chat, the team is told they don't need to reply, and no "we haven't forgotten your message" email follows. If you type it instead ("never mind, I've sorted it"), Rezo points you to that link — he never stands the team down by himself. Once a person has replied, press End this conversation instead: the team is told you don't need them any more. If you've turned off emails for the conversation, the team's reply waits in the chat.

Related: How can Rezo help, and what can't it do? · How do I use the help panel? · How do support conversations work? · How can the ResoFlow team help inside my account (support access)?