> ## Documentation Index
> Fetch the complete documentation index at: https://devdraft.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Live Chat Support
> How to start a live conversation with the Devdraft support team from the Concierge Desk, what response times to expect, and where to find your ongoing conversations.
# Requesting Live Chat Support
The Concierge Desk is where you reach the Devdraft support team directly from the mobile app. This guide covers how to start a chat, what to expect once you've sent a message, and where your past and ongoing conversations live.
## Watch: How to Request Live Chat Support on Devdraft | Concierge Desk Guide
## Where the Concierge Desk Appears
The Concierge Desk has its own tab in the bottom navigation bar, the chat icon, at the far right.
Opening it shows your concierge's profile photo, a status badge, and the heading:
> **Talk to your concierge**
>
> Real people on the other end, ready when you are.
## Availability and Status
Above the heading, a status badge shows current support availability, for example, a green indicator reading **Typically replies in minutes**.
The badge reflects live team availability, so it can change during the day. Even when reply times are longer, you can still send a message, it will be picked up and answered.
## Starting a Chat
Tap **Start a chat** to open the messenger. You'll be greeted by name:
> **Hi \[Your name]**
>
> **How can we help?**
The messenger opens with two tabs and a few entry points:
| Option | What it does |
| - | - |
| **Messages** | Your conversations with the support team |
| **Help** | Browse and search the help centre |
| **Send us a message** | Opens a new conversation: noted as *We typically reply in a few minutes* |
| **Search for help** | Search help articles before messaging, e.g. *What Are My Transaction Limits?* or *What services does Devdraft offer?* |
Tap **Send us a message** to open the composer.
## Sending Your Message
The composer prompts you with **Ask us anything, or share your feedback**, and displays the team's response commitment before you type:
Devdraft aims to respond as quickly as possible, usually within **30 minutes**. For urgent matters you can also reach the team at [**support@devdraft.ai**](mailto:support@devdraft.ai).
Type your message in the field at the bottom. You can attach a file using the paperclip icon, then tap the send arrow.
## After You Send
Once your message goes through, you'll get an immediate confirmation in the thread:
> You'll get replies here and in your email: **\[your email address]**
>
> Our usual reply time: **A few minutes**
The conversation header updates to show who's handling it, for example **Sali**, with the note *The team can also help* underneath.
Replies arrive in two places: inside the app, and by email at the address on your Devdraft account. You don't need to keep the app open to receive them.
## Talking to Sali vs. a Human Representative
**Sali is an AI agent.** Sali handles the first response on most conversations and can answer common questions about your account, verification, payments, and the app straight away, which is why replies usually arrive within minutes.
Sali isn't your only option. You can ask to speak with a **Customer Service Representative** at any point in the conversation, and the thread will be handed over to a member of the human support team.
To reach a person, just say so in the chat, for example *"I'd like to speak to a customer service representative."* There's no separate menu or button to find.
Worth asking for a human when:
* Your question involves your specific account, documents, or a pending verification
* Sali's answer doesn't resolve the issue, or the situation needs judgement
* The matter is sensitive, urgent, or involves a transaction or funds
* You've been asked by compliance to follow up on something
Your conversation history carries over, so you won't need to repeat what you've already explained.
While a conversation is active, a preview bar showing the latest reply appears at the bottom of other app screens, so you can jump back into the thread from anywhere in the app.
## Finding Your Conversations
All of your threads live under **Messages** in the messenger. Each is listed with its subject, the most recent reply, and how long ago it arrived, for example, a thread titled **Virtual Card Setup** showing the latest message from Sali.
Tap any conversation to reopen the full thread and continue where you left off. Use the pencil button in the bottom-right corner to start a new conversation, or the **×** in the top-left to close the messenger and return to the app.
Conversations stay in your Messages list after they're resolved, so you can look back at previous answers at any time.