"I'm Stuck": capturing customer support requests

The "I'm Stuck" button is the difference between a generic QR app and UnboxBridge. When a customer taps it, you don't get a vague "It's broken, refund please" email — you get a contextual support ticket that takes one reply to resolve.

1. Where the button appears

On every step of every step-by-step manual, customers see a small "I'm Stuck" button in the bottom corner of the screen. Tapping it opens a 2-field form:

• Step they're on (auto-filled — they don't type it)
• Their message ("what's not working?")

For PDF and video manuals, the button appears at the bottom of the page instead of per-step (since there are no discrete steps to attach context to).

2. What information you receive

Within seconds of submission, an email lands in your support inbox:

You can reply to that email directly. UnboxBridge doesn't sit between you and the customer — your reply goes straight to them, from your inbox, with your sender name.

3. Set your support email

Settings → Support email. Default is the Shopify store owner email. Change it if you have a dedicated support address (e.g. support@yourbrand.com).

4. Reply templates for common stuck-points

After the first 10–20 help requests, you'll see patterns. Common ones for furniture and electronics:

• "Step X: Part won't lock" → "Look for the small [colored] cap. Remove it first, then the part will click."
• "Step X: Missing screws" → "Check the small bag inside the [accessory] — that's where they ship."
• "Setup video won't load" → "Try connecting to wi-fi. Cellular sometimes blocks YouTube embeds in older browsers."

Save these as canned responses in Gmail (Settings → Templates) or your helpdesk for one-click replies.

5. Connect Help Scout, Gorgias, or Zendesk later

Gmail and Outlook work fine for the first 50–100 customers. When volume grows, forward your support address into Help Scout, Gorgias, or Zendesk — UnboxBridge doesn't care, it just sends to the address you set in Settings. The structured payload remains the same, so your helpdesk's automation rules will still parse it correctly.

6. Privacy: what we store

What we store about each help request:

• Product / SKU and step (so you have context)
• Customer's typed message (their exact words)
• Timestamp

What we don't store:

• Customer's name, email, or any PII unless they include it in their message
• Browser fingerprint, IP address, or location

The customer is anonymous unless they identify themselves in the message text. This is intentional — most customers don't want to be tracked, just helped.