When Hey Quad support opens your account
Why our support team may look at your account, what they can and can't do while they're in, how long it lasts, and how to see every visit in Settings → Support access.
Sometimes the quickest way for us to fix a problem is to look at your account the way you see it, for example to find out why a phone isn't ringing or why a call went to the wrong place. This page explains how that works and how you can check every visit.
When we open your account
We only open your account to work on something: usually a question or problem you sent us, or something we spotted on our side, like calls failing. Every visit records a reason, such as your ticket number, and the system won't open your account without one.
What we can do while we're in
- We start read-only. We can look at your pages: settings, call flows, the AI receptionist, call history. We can't change anything.
- Changes need an extra step. If fixing your problem means changing something, support has to turn on changes, which needs a fresh two-factor sign-in check. You're emailed when that happens.
- Every change is recorded, along with any change that was attempted and blocked. If we open call records or play a recording, that's recorded too.
- A visit lasts at most 60 minutes. It ends when we leave, and always ends 60 minutes after it started. Going back in starts a new visit with its own reason.
You get an email
Every owner of your account gets an email when a support visit starts. It says who opened your account, the reason, whether changes are allowed and when the visit ends. You get a second email if changes are turned on during a visit.
See every visit
- Open Settings → Support access.
- Check the list. Each visit shows who it was, when it started and ended, the reason, and whether changes were allowed.
- Look at what changed. Each change is listed with the time and whether it went through or was blocked. The list also shows how many times call records or recordings were opened.
Owners and admins can see this page, along with anyone whose role includes See the audit log. To give someone that, see Users and roles.
Questions about a visit
If a visit looks wrong to you, or you'd like to know more about one, contact support from Get help in the console or at [email protected]. Tell us the date and time of the visit, and we'll explain what was done and why.
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