Intercom ​
Intercom is the in-app live chat system that engineers use to contact Zuno support for help with jobs, account issues, and general queries.
Accessing Intercom ​
| Location | How to access | When to use |
|---|---|---|
| Help tab | Bottom navigation bar | General questions, account help |
| Header icon | Chat icon in screen header | Quick access from any screen |
| Job screens | "Get Zuno Support" button | Job-specific issues |
| Help drawer | "Report issue via live chat" | Troubleshooting submission problems |
Unread messages
A red badge shows unread message count on the Help tab and header icon. Tapping opens your message history directly.
Support Types ​
The app automatically sends context to support based on where the engineer requested help.
Job Support ​
Opened from within a job screen. Automatically includes:
| Context sent | Example |
|---|---|
| Job type | Installation, Repair, Callout |
| Order reference | ABC123 |
| Job date | 2024-01-15 |
| Product category | Boiler, Heat Pump, EV Charger |
General Support ​
Opened from the Help tab or header (outside of a job). Use for:
- Account questions
- Availability and scheduling
- Payments and invoices
- App issues
Risk Assessment Support ​
Triggered when reporting safety concerns. Sends hazard details:
| Context sent | Purpose |
|---|---|
| Hazard title | What the issue is |
| Hazard comment | Engineer's description |
| Emergency access safe? | Whether exit routes are clear |
| Hazard controlled? | Whether risk is mitigated |
| Safe to continue? | Engineer's assessment |
Account Status Support ​
Special flows for account restrictions:
| Status | When shown |
|---|---|
| Inactive | Engineer's account is inactive |
| Banned | Temporarily blocked from receiving jobs |
Notifications ​
Engineers receive push notifications for new Intercom messages when not actively using the app.