Overview
Get help when you need it through our help center, live chat, community forums, and support team.
Accessing Support
Desktop
- Click ? icon in bottom-right corner
- Or go to Settings → Help & Support
- Or visit help.openluxe.co directly
Mobile
- Tap hamburger menu (☰)
- Tap Help & Support
- Or tap ? icon if visible
Self-Service Options
Help Center
- Browse articles by category
- Search for specific topics
- Step-by-step tutorials
- Video walkthroughs
Desktop
- Searchable knowledge base
- Article categories in sidebar
- Related articles suggested
- Feedback on each article
Mobile
- Full-screen help browser
- Voice search available
- Offline article caching
- Share articles easily
Live Support
Chat Support
Desktop:
- Click ? icon (bottom-right)
- Click Chat with Us
- Describe your issue
- Agent connects (or AI assistant first)
Mobile:
- Tap Help in menu
- Tap Live Chat
- Type your question
- Continue chat while using app
Chat Features
- Real-time messaging
- File/screenshot sharing
- Chat history saved
- Transcript emailed after
Support Hours
| Channel | Hours |
|---|---|
| Chat | 24/7 (AI) / 9am-9pm ET (Human) |
| Phone | 9am-6pm ET |
| 24/7 (response within 24hr) |
Phone Support
Premium Support
- Available for Pro and Enterprise plans
- Direct phone number provided
- Priority queue
- Dedicated account manager (Enterprise)
Request Callback
- Go to Help → Phone Support
- Enter your phone number
- Select preferred time
- Receive call from support
Email Support
Submit a Request
- Go to Help → Contact Us
- Select issue category
- Describe the problem
- Attach screenshots if helpful
- Submit and receive confirmation
Email Tips
- Be specific about the issue
- Include error messages
- Mention steps to reproduce
- List device/browser info
Community Resources
Community Forums
- Ask questions
- Share tips
- Connect with other users
- Learn best practices
Feature Requests
- Submit ideas
- Vote on others' ideas
- Track implementation status
- Get notified when shipped
Webinars
- Live training sessions
- Product updates
- Q&A with team
- Recordings available
In-App Help
Contextual Help
- ? icons next to features
- Hover/tap for quick tips
- Link to full article
- Video tutorials inline
Guided Tours
- First-time user onboarding
- Feature introduction tours
- Restart tours from Settings
- New feature highlights
Tooltips
- Hover on desktop
- Long-press on mobile
- Explain icons and buttons
- Keyboard shortcut hints
Mobile Support Features
Screen Recording
- Record issue for support
- Built-in screen capture
- Attach to support ticket
- Auto-redacts sensitive info
Diagnostic Info
- One-tap send device info
- Helps troubleshoot faster
- Privacy-conscious
- Optional inclusion
Touch Actions
- Tap article: Read full content
- Swipe in chat: Reply to message
- Long-press text: Copy
Premium Support
What's Included
- Priority response times
- Phone support access
- Dedicated success manager
- Custom training sessions
Response Times
| Plan | Chat | Phone | |
|---|---|---|---|
| Free | 24hr | 48hr | N/A |
| Pro | 4hr | 24hr | Callback |
| Enterprise | Instant | 4hr | Direct line |
