Getting help

The help centre

Every guide here is also on Pulosa’s website at pulosa.com/help (Help centre in the footer), so you can read them without logging in, or send a link to a colleague. The support chat is only in the app.

Starting a chat

1. 1Open the help centre (Help centre at the bottom of any page) and scroll to Need a hand?
2. 2Press Chat with support and write your question, or tap one of the suggested questions.
3. 3The assistant answers straight away with the matching part of the help centre, and links to the full guide. Press That answered it if it did, or ask something else.
4. 4Still stuck? Press Send to the Pulosa team. Everything you asked goes to a real person, so you don’t have to type it again. Messages with screenshots or files go straight to the team.
5. 5Once sent, it’s saved as a conversation you can come back to. For something unrelated, go back to your conversations and press New conversation.

The assistant

It only uses the help centre, answers instantly and doesn’t send anything anywhere until you choose Send to the Pulosa team. If it can’t find an answer it says so.

Screenshots and files

Press the paperclip to attach up to 5 files per message (images, PDFs, Word, Excel, text or short videos, up to 10 MB each). You can also paste a screenshot into the message box or drag files onto the chat. Tap a picture to see it full size, or a file to open it. Files are private to your business and the Pulosa team.

Replies

A real person on the Pulosa team replies, within one working day and usually much sooner. Until you read it (or close it with the ×), a “Pulosa support replied” notice with Open chat shows at the top of every page and the button shows how many replies are new. Anyone on your team can read and answer your business’s conversations, and each message shows who sent it.

Deleting

Press the bin under any message you sent to delete it (and its files), or the bin at the top of a conversation to delete the whole thing. Either asks first, and deletes it for Pulosa too. A conversation with no messages left is removed.

Solved

Press Mark solved when you’re sorted. We may mark it solved too. Send another message in a solved conversation and it reopens.

Keep it private

Never include clients’ health details, consent answers or photos in a support chat. Describe the problem instead (for example, “a client’s consent form won’t open”).