> ## Documentation Index
> Fetch the complete documentation index at: https://www.tella.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# AI assistant

> Get instant answers to your questions from Tella's AI-powered assistant.

Tella's AI assistant can answer questions about features, troubleshooting, and how-to topics by searching the help center. It's available anytime — no need to wait for a human response.

## Opening the AI assistant

Most in-app support entry points open the AI assistant automatically. These include:

* **Help button** — Click the **?** button in the bottom-right corner of the screen, then select **Get Support**.
* **Settings menu** — Open the settings menu, go to **Help & support**, and select the Get Support option.
* **Get help links** — "Get help" buttons shown in error messages and install screens.
* **Support shortcuts** — The "New support ticket" option in the command menu (<kbd>Cmd</kbd>+<kbd>K</kbd>).

The assistant opens in a chat panel where you can type your question in plain language.

## Asking a question

Type your question in the message box at the bottom of the chat panel and press <kbd>Enter</kbd> or click the send button. The AI assistant searches the Tella help center and responds with a relevant answer, often including links to the specific help article where you can learn more.

You can ask follow-up questions in the same conversation. The assistant uses the context of your previous messages to give more accurate answers.

## Getting help with billing

When you're signed in as a workspace owner, the assistant can check your subscription status and recent invoices. It checks your current workspace and can also check other workspaces you own, since each workspace has separate billing.

If a charge belongs to another workspace, switch to that workspace before opening its billing portal. If the assistant can't complete the billing lookup, it will direct you to the support team for further help.

## Picking a video

When you're signed in and report a problem with a specific video, the assistant shows a picker of recent videos you created or that were shared with you. You don't need to find or paste a link — selecting a video automatically shares it with the assistant.

Video lookup confirms that the video exists and shows its publication status. It can't inspect source recording upload progress or verify a stuck percentage, so it may offer to send a bug report to the team when the issue needs investigation.

If the video you need help with isn't in the list, choose **My video isn't listed** and paste its share link (`https://www.tella.tv/video/...`) instead.

<Note>
  Video lookup is available only when you're signed in and already have access to the video. The assistant can inspect a video shared with you, but it can only inspect share settings for videos you created or can edit.
</Note>

## Resuming and starting conversations

Your conversation is saved automatically, so you can close the chat panel and reopen it later without losing your place. The chat also persists across full page reloads, which makes it easier to try a suggested action and then come back to ask a follow-up.

To start over, click **New chat** in the chat header. This clears the current conversation and begins a fresh session.

## Giving feedback

Each AI response includes a thumbs-up and thumbs-down button. Use these to let us know whether the answer was helpful. Your feedback helps improve the assistant over time.

## Escalating to human support

If the AI assistant can't resolve your question, you can escalate to a human by clicking the **mail icon** in the chat to open the ticket form, or by clicking the **Contact support** option. This creates a support ticket with the Tella team, and you can continue the conversation in the [support portal](/docs/help/support/support-portal).

If you're reporting a bug, the form requires a link to the affected video (`https://www.tella.tv/video/...`) before you can submit — the team needs it to reproduce the issue.

## Good to know

* The AI assistant is available 24/7, regardless of support team hours.
* When you're signed in, the assistant can use limited account context for billing and video questions. Access problems, bugs, and complex billing cases may still require the [support team](/docs/help/support/support-availability).
* The assistant may occasionally provide incorrect or incomplete information. If you're unsure about an answer, don't hesitate to reach out to the support team.
* You don't need to be signed in to get help. Even when logged out, you can chat with the assistant and open a support ticket — the ticket form will ask for your email so the team can follow up.