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Getting help in Strata

Strata includes an in-app support assistant that answers questions instantly and helps you find documentation without leaving the app. You can also reach the Strata support team by email for billing and account requests.

Opening the support panel

Open the account menu at the bottom of the left sidebar (click your name and avatar), then click Support. The support panel slides in from the bottom-right corner of the screen. It lives outside the page itself, so it stays open across page navigation — you can move around Strata while keeping your support conversation visible.

To close the panel, press Escape or click the X button in the top-right corner of the panel.

The three sections

The support panel has three main sections, visible as tabs at the bottom:

Home

The default view when you open the panel. It greets you by name and shows two ways to get help:

  • Send us a message — Start a new conversation with the Strata support assistant. The AI agent answers in seconds and knows about Strata features, setup, and troubleshooting.
  • Quick answers — A list of six common FAQ articles you can open immediately without waiting for the AI.

Messages

Your conversation history. Each row shows the title, a snippet of the last message, and when it was updated.

  • Click any conversation to reopen it and continue the thread.
  • Click New conversation to start a fresh support chat.
  • If you have no prior conversations, the panel shows an empty state with a button to begin.
  • A reply from Kronisys may arrive by email rather than being typed in the panel. It appears in the same thread, labelled via email, so the conversation stays in one place either way. Nothing changes about how you reply — keep using the panel.

Help

A self-service section with three options:

  • Documentation — A link to the full Strata docs site (strata.kronisys.com/docs). Opens in a new tab.
  • Email support — Direct link to support@kronisys.com for billing, account, and escalation requests. A human reads every email and typically replies within one business day.
  • Ask the assistant — Shortcut to start a new support chat.

Below those are the same six quick-answer FAQ articles from the Home section, letting you browse setup and troubleshooting without messaging the AI.

Asking the support assistant a question

  1. Open the panel and click Send us a message (or visit the Messages tab and click New conversation).
  2. Type your question into the composer at the bottom. You can ask about features, setup, troubleshooting, or anything Strata.
  3. Press Enter or click the send button to submit.

The assistant replies instantly with a streamed response. Your message and the AI's answer are saved to your message history automatically so you can return to them later.

The assistant is context-aware automatically: it knows which page you're on and which extensions (SQL Server, OneDrive, Outlook) you have connected, so it tailors its answer without you having to explain your setup. It only sees that context — never your data. You can ask follow-up questions in the same conversation, and your conversations are saved server-side so they persist across devices and sign-ins.

When you ask to be taken somewhere — for example, "open my Settings" or "take me to Agents" — the assistant can navigate you straight to that page. The support panel stays open over the new page so you don't lose your place in the conversation.

Tip

The support assistant is a focused product-help agent. It answers questions about Strata, but it does not run SQL, read your files, or send email — that's what the main chat is for.

Browsing FAQ articles

Six common topics are always available as quick answers. Click any article to expand it in a dedicated view:

  • Getting started with Strata — Sign in, send your first message, and try rich outputs (charts, Excel exports).
  • Connect a SQL Server database — Add a connection, troubleshoot firewall errors, understand security.
  • Excel and PDF exports — Styled workbooks, PDF reports, pushing files to OneDrive or email.
  • Scheduled agents — Deploy agents, set schedules, enable notifications.
  • Voice mode — Hands-free spoken conversations with Strata, including live data questions.
  • Troubleshooting common issues — Sign-in loops, connection drops, missing buttons, rate limits, and when to escalate.

Each article shows an estimated read time and a link to the full documentation. At the bottom of the article view, click Chat with us if you need more help beyond what the article covers.

When to escalate

The support assistant handles product questions and troubleshooting. For billing, account changes, permissions, or anything that needs a human:

  1. Open the Help section of the support panel.
  2. Click Email support to send a message to support@kronisys.com.
  3. Describe your issue, include any exact error text, and mention what you've already tried.

A member of the Strata team will respond within one business day.

Warning

Do not email personal information (passwords, connection credentials, SQL data) — contact your Strata admin or support via the email to discuss sensitive details securely.

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