CloudRadial Support is a help assistant built into the Unified Client Portal for partner users. It answers questions about how CloudRadial works, suggests help topics for the page you are on, and can open a support ticket with the CloudRadial team when an answer is not enough. It is powered by CloudRadial ChatAI and ServiceAI.
Who sees it
- Partner users (users in your own MSP company, including partner administrators) see CloudRadial Support on every page of the portal. It is the only chat they see, whether or not you have ChatAI enabled for your clients.
- Client users do not see CloudRadial Support. They continue to see your own ChatAI bot if you have deployed it in the portal, exactly as before.
If you impersonate a user, you see what that user sees: a partner-company user gets CloudRadial Support, a client user gets your own bot.
There is no partner-level switch for CloudRadial Support. It is on for all partners.
Where it lives
Look for the purple CloudRadial Support tab on the right edge of any page. Click it to open a panel docked to the side of the page, headed CloudRadial Support, Powered by ChatAI + ServiceAI. You can resize the panel, and the arrow in its header collapses it back to the edge tab. If you reload the page, the conversation stays open.
What changed in the header
Two older entry points were retired when CloudRadial Support launched:
- The ServiceAI public chat (Orion) icon in the header was removed for all users.
- The Help (?) icon in the header was removed for partner users. Its Help blade opened underneath the support panel and was hard to read. Client users still see the Help icon and your help text as before.
If you relied on the Help blade to show partner staff your own internal notes, move that content to an Article or Message targeted at your partner company.
Suggested questions
Before you send your first message, the panel shows suggested questions for the area of the portal you are in (for example Account suggestions on Partner > Account, general suggestions on Usage pages). The suggestions follow you between areas until you send a message, then disappear. Click one to send it as your question. Restarting the conversation brings the suggestions back.
Asking a question
- Type a question in Write a message and press Enter. Use the + button to attach a screenshot.
- CloudRadial Support answers from the CloudRadial Help Center and product knowledge. When relevant it links to the article it used.
- Under the latest answer you will see That Fixed It and Still Stuck. Choose Still Stuck if the answer did not resolve your question.
When a conversation ends in a ticket, CloudRadial Support records which page you were on when you asked so our team has context.
What CloudRadial Support sends
So that the assistant can help with your account, the portal shares the following with CloudRadial's support channel only: your name and email, your partner ID and company name, your subscription, and the page you were on when the chat opened. None of this is sent to your own ChatAI bot or to your clients' chats.
Frequently asked questions
I do not see the panel.
Confirm you are signed in as a user in your partner company, not a client company. Client users never see CloudRadial Support.
My clients lost their chat.
They should not have. Client users keep your ChatAI bot. If a client reports a missing chat bubble, check Partner > Settings > Integrations > CloudRadial Chat and the client's per-company integration settings. See Integrating CloudRadial Chat with your Website or UCP Portal.
Can I turn CloudRadial Support off?
No. It replaces the previous partner help entry points and is available to all partners.
Comments
0 comments
Article is closed for comments.