Customer Handoffs vs. OryonTech Help & Updates

They serve different people. Support at the bottom of the merchant navigation is for conversations between your business and your customers. OryonTech Help & Updates is for conversations between your business and the OryonTech team.

Use Support when a customer asks for a person or the agent reaches a situation that needs staff judgment. The handoff includes the customer conversation so your team can understand the issue and reply in context.

While a handoff is active, the agent does not compete with the staff response. Resolve the handoff when your team has finished so the agent can resume normal assistance for that customer.

Use OryonTech Help & Updates when you need help with onboarding, number connection, billing, a dashboard error, or another OryonTech product issue. Start a ticket with a short subject and a clear description of what happened.

Replies refresh automatically while the ticket is open. You can keep a ticket open while help is in progress and review resolved tickets later.

The Product Updates tab contains product, maintenance, billing, and general announcements from OryonTech. Unread activity is shown as a presence indicator in the navigation, and you can mark an item unread when you want to return to it.

Customer wants a human about an order: open Support. Your WhatsApp number is stuck verifying: open OryonTech Help & Updates. Customer disputes delivery: open Support. You need an explanation of an OryonTech invoice: open OryonTech Help & Updates.