Help, assistant and support

The help center

The console has its own help center, in the languages of the console: step-by-step guides, the key ideas behind them (a lot, the ledger, evidence levels, custody, EUDR, FSMA 204) and answers to common questions. Every page of the console opens the help about that page, and every guide links straight to the page where the task is done.

A new company follows a setup checklist built from its own records; a sandbox follows a practice checklist instead. What changed in each release is listed under What's new.

The guides, key ideas and questions that are not specific to a signed-in company are also published on this site, in the Help section.

The assistant

The assistant is an AI that works inside the console with the permissions of the person using it. It can:

• answer questions about the company's lots, lineage, certificates, approvals and audit log, with links to the records;
• run longer tasks as visible steps: trace a lot, work out a recall's scope, prepare an EUDR evidence pack, review EUDR or FSMA 204 gaps, explain why a delivery would be refused;
• draft actions: register a lot, process lots, change a status, attach a certificate, deliver a lot, generate a report, or draft an automation;
• hand the findings of the AI analysis to Humboldt, the AI analyst, which explains them and groups them into cases.

It proposes, people approve. When it wants to act, it shows a card with the sentence of what would happen, what it affects and its risks. The person who asked turns it into a proposal, and another member approves it with two-factor. Approvers see that it was drafted by the assistant.

For questions about using the console, it answers from the help center and links each section it used. When the help does not cover something, it says so instead of guessing, and offers to contact support.

The assistant cannot read anything the person cannot read. The company decides whether its members may use it, and an organization may decide for all its companies. Reports it requests leave out the names of people, and A-REX support never sees a conversation unless the person chooses to include it in a problem report.

Support

People report a problem or ask A-REX a question from the console. The form lists exactly what is sent with it (the page and the record on screen, the help already read, up to five recent errors without their content, the app version and the browser setup), and each item can be left out. Nothing is captured in the background: no cookies, stored data, form values, request contents or screenshots. An assistant conversation is included only if the person ticks it. The company follows its requests and A-REX's replies in the console.

Further reading

In the help: Work with the assistant, Report a problem, Find your way around the console.