AI support chat
The app includes a support chat, marked as AI-powered, that answers a driver's questions directly from their own account data. This page covers what it handles, where it deliberately stops, and how a driver reaches the operator instead.
How it answers
The chat is available to logged-in drivers and works from the account's real data: charging sessions, billing, payment methods, chargers, and account details. It looks things up itself, so a driver never has to supply a session ID, a date, or a Location before the chat can find the right session. Answers come back in plain, everyday language sized for a phone screen; when the underlying cause of a problem is technical, the chat retells it in ordinary words instead of quoting protocol or log terminology.
[IMAGE: Support chat answering a billing question from the driver's session data]
What it can help with
- Billing and charges. Given an unexpected amount on a card, the chat searches the account's recent sessions for a matching charge and presents the full breakdown: energy, time, Idle fee, booking or session fees, and tax, including whether tax was inside the per-kWh rate or added on top. It also distinguishes a Pre-authorization hold from a captured payment and explains that a released hold can take 1 to 7 business days to disappear from a bank statement.
- Sessions that went wrong. For a session that stopped early or delivered less energy than expected, the chat reads the session's own data, explains what happened in everyday terms, and confirms whether the payment hold was released.
- Getting a charge started. It walks through the ways to start a session (map or list view, plug ID, QR code, or an RFID key) and narrows down common failure causes, such as a missing payment method, a declined hold, an occupied connector, a connector that does not match the car, or a charger that timed out after the cable was plugged in.
- Account, payment methods, and memberships. Saved payment methods, charge keys, teams and member discounts, and bookings. When an invoice or e-mail seems to be missing, the chat can check whether the message was actually sent and delivered.
- Home charging. Whether a home charger bills through the app or through the home's own electricity bill, and how Intelligent and Scheduled charging are set up.
One deliberate limit inside these topics: the chat never reveals saved card details, not even a card's last digits, and points to Payment methods in the app instead.
What it will not do
The chat cannot create a support ticket, escalate an issue, or contact anyone on a driver's behalf, and it never claims otherwise. When a question is beyond what it can resolve from the account's data, or when the driver asks for a human, it hands over the operator's own contact details so the driver can get in touch directly. For an issue tied to a specific session, that contact belongs to the operator running that session's location, so the request lands with whoever actually ran the charge.
Its scope is fixed to EV charging and the driver's own account. Questions unrelated to charging, requests for another user's data, and attempts to change its role are declined briefly.
Emergencies
Important
The chat is not built for emergencies. If something at a charging location puts anyone at physical risk (fire, injury, electric shock, smoke), the right response is to leave the area immediately and call local emergency services, not to type into a chat.
If a driver describes an emergency anyway, the chat gives exactly that instruction, adds the site operator's contact details so the operator can be alerted about the site, and stops there; it does not continue troubleshooting.
Reaching the operator directly
Wherever a Need help? or Contact option appears, for example on a location's detail screen, the driver can reach the operator by phone, e-mail, or another channel the operator offers. For a logged-in driver, the app can also show a Customer service code; support staff may ask for this code to verify the caller's identity and find the right account quickly.
Language
The chat replies in the language the app is set to, regardless of the language a driver types in. Asking the chat itself to switch languages does not change this; the way to chat in another language is to change the app's language setting and reopen the chat. See Account settings for where that setting lives.
Common questions
What data can the chat access? Only the authenticated driver's own account: their sessions, chargers, account details, and the list of payment methods without card details. It has no access to other users' data, and requests for it are declined.
What happens when the chat cannot find an answer in the account data? It says what it could not find rather than guessing, and offers the relevant operator contact so the driver can follow up. Missing data is treated as unknown, not as proof that nothing happened.
Is the support chat optional per deployment? Yes. Like most other features the chat is optional to include per deployment.
Updated about 5 hours ago