Support chat
Write to the Leadmode support team in the chat, attach files and understand the automatic reply.
At the bottom right, the button ‘Open chats’ opens the chat window. At the bottom of the window you switch between Team chat and Support. The switch only appears where a support chat is available. Partner access and demo organisations do not have a support chat.
Writing a message
- Choose Support.
- Type your message in the field ‘Message to support’. Press Enter to send, Shift + Enter to start a new line.
- With the paperclip (‘Attach file’) you add files. With the paper-plane button you send.
Each user has exactly one conversation with support in each organisation. Colleagues do not see it. New replies count as unread and appear as a number on the ‘Support’ tab; they count as read as soon as the conversation is visible. You load older messages with ‘Older messages’.
Limits
| Limit | Value |
|---|---|
| Length of a message | 4000 characters |
| Files per message | 5 |
| Size per file | 10 MB |
| Messages per hour | 40 |
| File types | PDF, Office files, text, PNG, JPEG, WebP |
Before sending, a file shows a chip with its name; the cross removes it again. You download received attachments with one click.
Automatic reply
After your message, Leadmode evaluates it in the background to record problems and wishes for future updates. A friendly automatic reply may appear as a result. It only confirms receipt and mentions that a request may be considered in one of the next updates, but it is not a firm commitment. If the team or the automation has already replied within the last 30 minutes, it stays silent.
Detected tasks
At the top of the support chat you switch between Conversation and Detected tasks. There you see which concerns the automatic analysis recognised from your organisation’s conversations and passed on to the team. Each task shows the title, the type (bug, improvement, question or other), the date it was detected and its status:
| Status | Meaning |
|---|---|
| Received | The concern has reached the team. |
| In progress | The team is working on it. |
| Planned for the next update | It is done and comes with the next update. |
| Released in update (version) | It is included in the named version. |
A counter on the tab shows the tasks still open; you load older ones with Older tasks. The list updates by itself. Go to conversation jumps to the matching history. The button exists only for tasks from your own conversation, because you do not see your colleagues’ histories. Dates or firm commitments are not tied to the statuses. While there are no detected tasks yet, the list explains that the AI recognises bugs, wishes and questions from the conversation and passes them on.
Feedback from the team
If the team is working on your request or it is done, we reply in the same chat with a message, optionally with a short note. There is no email for this.
Data protection
Messages, file names and file contents are stored encrypted. The support team can nevertheless read them, because the chat is not end-to-end encrypted. For the automatic evaluation, the latest messages of the conversation, without organisation and user names, are sent to an AI service.
Do not write passwords into the chat.