How it works
One case, end to end.
Follow a single support question through the whole company: from the user who asks it to the compliance team that keeps the record.
01 · Your user
Support, right where they're stuck
A user hits a failed transaction and asks in the widget on your site, or in your Telegram group. They paste a hash or connect a wallet. No ticket form, no leaving the page, no waiting for a timezone to wake up.
TxID SupportHi 👋 I'm your support agent. I can diagnose transactions and answer questions about the protocol.
Recent transactions
02 · TxID
A live on-chain investigation
The engine works the question like a protocol engineer: fetches the transaction, replays it against chain state, decodes the failure against your contracts and error maps, and verifies what actually moved. Every claim is backed by a live read, and verified fact is kept distinct from interpretation.
Case #4821
Failed swap · Base
“Why did my swap fail?”
- Fetched transaction0x8f2a…d41c
- Replayed against pool stateblock 21044210
- Decoded revertSlippageTooHigh
- Checked wallet impactno funds moved
The price moved past your 0.3% slippage tolerance, so the contract rejected the swap. No funds left your wallet. Fix: retry with slippage at 0.5%.
03 · Your user
Unblocked in seconds
Most questions end here: a plain-English answer with the exact fix, in your brand, in the user's language. Users succeed more often, and the repeat questions never reach your team.
Your swap reverted because the price moved past your 0.3% slippage tolerance. No funds left your wallet, you only paid $1.18 in gas.
Fix: set slippage to 0.5% and retry. It will go through.
04 · Your team
Escalation with the investigation attached
When a human is genuinely needed, the case reaches your team where they already work: Slack, Discord, Linear, GitHub or Jira. Not a bare ticket - the completed investigation: what was checked, what was found, what remains to be decided.
#support-escalations
TxID · Case #4822 needs a human
Summary: user's withdrawal is stuck behind a timelock that ends in 41 hours; they believe funds are lost.
Checked: lock state, unlock timestamp, wallet balance, no failed transactions.
Remaining: user requests manual early release - policy decision.
Full case attached · 12 chain reads · 41s investigation
05 · Compliance & product
A record you can stand behind
Every investigation is stored and searchable: the question, the on-chain evidence, the reasoning, and the resolution. Support sees what users struggle with. Product sees what to fix. Compliance can evidence exactly what a client was told, and why it was correct.
Case record
Searchable · exportable · every answer traceable to its evidence
See it on a real protocol
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