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Account actions

On Scale, the AI can propose a change to a customer's account, and a person on your team decides.

What it can propose

• Resend their licence key and download email
• Extend their trial
• Free up a site on their licence
• Consider a refund

A proposal comes from the chat, for a signed-in visitor only, or from a forwarded support email. An anonymous chat visitor never gets one. An email's sender isn't verified, and the proposal says so. At most 3 are proposed for one customer account a day.

Deciding

1. Your team email is told about each proposal, and so is your Slack channel if you connected one.
2. On Home, under Actions, each proposal shows whose account it is about, whether that is verified, and why the AI proposed it.
3. Press Approve or Reject.
4. Approving shows the exact steps in Freemius for that customer, with an Open Freemius link. Make the change, then press Mark done.

Anyone on your team can decide, members included. Each proposal is decided once: a second click changes nothing. Decided ones are listed under Decided, with who decided them.

Nothing changes a customer's account until someone approves it. The steps are carried out by a person; the page says when an approved licence key resend was sent through Freemius instead. See Freemius.

Still stuck? Write to hello@getswaru.com.