Support Assistant is built for the DaneTrades Cloud app. It uses safe, read-only context from your signed-in workspace to give more relevant troubleshooting steps.
What context it can use
Depending on the issue and the page you opened it from, the assistant may use:
- customer-safe trading account names, platforms and connection states;
- copier source, receiver and current setup state;
- sizing, filter and symbol-mapping status relevant to the problem;
- current billing and paid account capacity;
- recent relevant Trade activity outcomes and public reference IDs;
- the account, copier or activity item you explicitly selected.
The server validates that every selected item belongs to the signed-in workspace.
What it cannot see or do
Support Assistant cannot:
- reveal stored passwords, API secrets, tokens or broker credentials;
- change billing or issue refunds;
- connect or delete an account;
- change copier settings;
- edit symbol maps;
- pause or resume copying;
- retry a trade;
- place, modify or close broker trades;
- create a support request without your explicit confirmation.
It is a read-only support tool.
How conversations work
- Start with a suggested issue or describe the problem.
- The assistant asks one focused question or gives one clear next action.
- Where trusted Cloud context already answers a question, it should not ask you to repeat it.
- Use Did this solve it? to record the outcome.
- Choose Continue to support when the issue needs a person.
- Use Delete conversation when you want to remove it before the normal expiry date.
Seven-day retention
Conversation messages and their bounded support context are retained for up to seven days so you can return to the conversation and authorised DaneTrades staff can review assistant quality.
A new message extends that conversation's expiry to seven days after the new message.
You can delete a conversation sooner from Support Assistant history. After deletion or expiry, the transcript and stored conversation context are removed from the active support system. Non-identifying aggregate information, such as issue category, response time and whether the answer helped, may remain.
DaneTrades does not automatically use Support Assistant transcripts to train an AI model. Redacted content can be processed by an AI model provider acting as a service provider to generate the response.
Do not enter passwords, API secrets, Telegram codes, access tokens, session tokens, private keys or full payment-card details.
Admin review
Approved DaneTrades support administrators can review recent conversations to improve the assistant. Review access is restricted and audited.
The review screen can show:
- the conversation;
- customer outcome;
- issue classification;
- safe context supplied;
- documentation sources used;
- model and prompt version;
- quality warnings;
- whether the issue continued to human support.
Human-only issues
The assistant should route rather than troubleshoot changes involving:
- refunds and charge disputes;
- subscription changes it cannot perform;
- account ownership or identity disputes;
- privacy and data-rights requests;
- suspected credential or account compromise;
- legal complaints;
- broker or prop-firm rule interpretation that requires their decision.
Continue to support
When you continue to support, the handoff can include the relevant conversation summary, affected account or copier, customer-safe status, selected Trade activity reference and completed checks.
You review and confirm the handoff before it is submitted.
Availability
This guide must not be published as live product guidance until Support Assistant V2, conversation deletion, seven-day expiry, admin review, redaction and explicit handoff have been implemented and tested in the Cloud app.