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The support assistant: what it can and cannot do

You might be here because: “is this chat a real person” · “what can the assistant do” · “can the chatbot cancel my subscription” · “does the AI see my API keys” · “how long is my chat kept” · “why won’t the assistant answer my question” · “am I talking to a bot”

Short answer

Where it is switched on, the chat in the corner of the website, docs and dashboard is an AI. It can be off on a deployment — if there is no chat button, or it says it is not configured or unavailable, use Help in the app or dashboard, or email support (see Assistant not configured: email support instead). Where it runs, it answers questions about Driftstack from the public docs and, when you’re signed in with a verified email, from a few facts about your own account — your plan, trial end, plan limits and why recent sessions failed. Its answers are not reviewed by a person. You can ask for a person at any time; that turns the chat into a support ticket.

Check first

  • Want an action taken (refund, cancel, delete, change a setting)? The assistant can’t; ask for a person.
  • Signed in? Without a session it knows nothing about your account.

Likely causes and fixes

  1. What it does. Explains how Driftstack works, points to docs, and shows the docs pages it used as sources. It replies in plain text; the only links are those sources.
  2. What it never does. It has no tools and takes no action: it cannot refund, cancel, delete or change anything, and it says so. It doesn’t know API keys, payment details, proxy credentials, or anything about another account.
  3. Credentials you paste. Recognised credentials are removed before the message is stored or sent to the AI provider.
  4. Where you are asking from. In the dashboard and the desktop app, each message also tells the assistant which page or screen you asked from and, if you opened Help from an error, that error’s code — never what is on the page or anything you typed elsewhere. On the website and in the docs, it tells the assistant which page you are reading (its address without anything after a ? or #), which the assistant reads as the page’s title and does not keep.
  5. Use-case questions are answered. Running many profiles or accounts, automation, collecting data, testing, how websites see a session, detection and captchas are questions about Driftstack. It declines only a request for help with something the Acceptable Use Policy forbids.
  6. Limits. A conversation holds up to 12 messages of up to 1,500 characters and expires after two idle hours; it’s kept 90 days, or with the ticket after a hand-off. See Assistant says off-topic, length limit….
  7. Security, privacy, legal or abuse reports. No AI reads these; the assistant asks you to send them to a person.

If it still fails

Anything the assistant can’t do — billing, refunds, account access, security, privacy, legal — is done by a person. Use Talk to a person in the chat or Help; the assistant can only tell you what to expect.