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, including 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.