AI 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” command in the command menu (Cmd+K) while you’re on the support portal.

The assistant opens in a chat panel titled Tella Support, 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 Enter or click the send button. Press Shift+Enter to add a new line without sending. The AI assistant searches the Tella help center and responds with a relevant answer. When an answer uses help center articles, select the source count below the response to expand the list and open an article. You can ask follow-up questions in the same conversation. The assistant uses the context of your previous messages to give more accurate answers.

​

Requesting a feature

Select I’d like to request a feature below the starter questions, or tell the assistant what you want Tella to add. The assistant will show a form where you can review and submit:

• What you want Tella to do
• A description of what’s missing and how you would use it
• The goal behind your request, if you want to add more context

If you aren’t signed in, enter your email before submitting. The team reads every request, but submitting one doesn’t guarantee that the feature will be built or that you’ll receive a reply. If the feature ships, we’ll let you know by email.

​

Getting help with billing

When you’re signed in as a workspace owner, the assistant can check your subscription status, recent invoices, and invoice line items. For a prorated seat charge, it can compare the billing period and seat quantity change with your team members’ roles and join dates to explain the likely reason for the charge. Invoice details can show that your subscription quantity changed, but they don’t prove that a specific person caused the charge. If the timing doesn’t identify the member—or the charge involves a role, plan, or add-on change—the assistant will direct you to the support team to confirm it. The assistant 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.

​

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. After you select a video, the assistant can inspect each clip’s server-side upload progress, recording duration, audio and speech detection, transcription status, and recent export attempts. It uses these details to identify issues such as a stalled or cancelled upload, a shortened clip, missing audio, failed transcription, or failed export. The assistant can’t see your browser, editor preview, or rendered video. If its checks look complete but you still see a playback, preview, or export problem, it can show a bug report form for the support team to investigate. 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.

​

Resuming and starting conversations

When you’re signed in, your conversations are saved to your Tella account. You can continue a chat after closing the panel or reloading the page, and reopen it on another device. Click the clock icon in the chat header to browse and reopen your past chats. Conversations that were handed to the support team are marked With support. To start a separate conversation, select New chat inside the message box. Your previous conversation stays available in your chat history. New chat remains available while a support form is open.

​

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

The assistant tries to answer your question or troubleshoot the problem first. Once the conversation has started, you can contact the support team at any point by selecting Talk to a human inside the message box. You can also ask for a human, ticket, or bug report, or wait for the assistant to offer the appropriate form. If you’re signed in and already have an open ticket about the same issue, the assistant points you to that ticket instead and only opens a new form if you say you want one. Complete and submit the form to send your request. Nothing reaches the team until you submit it. The linked handoff includes your AI conversation for context. After you submit the linked form, the support team takes over the conversation and the AI stops replying. Select New chat to ask the AI assistant about something else. When you’re signed in, select View ticket after submitting to continue with the team in the support portal. The handed-off conversation also stays available in your chat history. If you’re reporting a bug in an existing video, the form requires its link (https://www.tella.tv/video/...) before you can submit. When you’re signed out, enter the link directly in the form instead of sending it in a separate chat message. If a recording never created a video, the assistant shows a general support ticket form instead. This form doesn’t require a video link.

​

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.
• 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.