Introducing Skipper

Receive immediate, 24-hour assistance using Skipper! Skipper is an AI chatbot that offers step-by-step guidance to your questions, empowering you to confidently make quick, independent Dashboard updates.

Click the speech bubble icon in the lower right corner of your Dashboard to work with Skipper.

Overview

Skipper is available to all FareHarbor Dashboard users, regardless of permissions, and can assist with a wide range of topics related to using the Dashboard and its features. If the conversation topic requires more specialized assistance or falls outside the scope of what Skipper can address directly, it will ask if the conversation should be referred to a Dashboard expert for further assistance.

Feature limitations

Although Skipper can provide instructional guidance based on the Help Center, it does not:

• Interact with your Dashboard
• Answer context-specific questions tailored to your setup (such as, “Does my Bike Adventure item have cancellation notes configured?”)
• Implement changes to your Dashboard
• Retain chat history after you log out

Using Skipper

To chat with Skipper:

1. Click the speech bubble icon in the lower right corner of your view.
2. Type up your question, and send it to Skipper using the arrow button in the chat widget or your keyboard’s Enter key.
3. Skipper will receive the question in real time, and will search for answers via FareHarbor’s Help Center resources.

4. Skipper will provide additional information based upon the circumstance.

   • If the inquiry can be resolved with step-by-step instructions or documentation, Skipper will provide relevant details and links.
   • If the request requires further assistance (such as complex account changes or issues requiring escalation), Skipper will ask if the conversation should be referred to a Dashboard expert for continued follow-up.

5. If the question is resolved or you indicate assistance is no longer needed, the chat session can be closed.

6. You can continue to ask additional questions within the same chat session, and conversation history will be maintained in the chat widget for context. (Note: Conversation history will not be retained after you log out.)
7. Once your issue is resolved or you indicate you no longer need assistance, the chat session can be closed.

Frequently asked questions

Is Skipper available to any Dashboard user, or is it only available to users with certain permissions?

Skipper is available to all FareHarbor Dashboard users, regardless of permissions.

Can Skipper make changes to my Dashboard?

Although Skipper can provide context or instructions based on the Help Center, it cannot make any changes to the Dashboard.

Can Skipper assist me in other languages?

Skipper can understand and reply in most major languages, including Chinese, English, Spanish, French, and more!

Is Skipper available in the FareHarbor app?

Skipper is available in the FareHarbor app, but we suggest logging in via web browser for the optimal Skipper experience.

How can I check conversation history for previous chats?

Skipper will save conversation history for any chats that have occurred during the current session. However, these chats will no longer be available if you log out.

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Constraints

• Skipper bases its knowledge off of the following resources:
  • Public-facing help pages (accessible to non-logged-in readers)
  • Client-facing help pages (can only be accessed by logged-in clients)
  • Additional context input directly via Support on the backend
• Skipper cannot access or reference internal help pages or admin notes.
• Skipper’s knowledge is updated daily at 12:00am UTC. If a new help page has been published since the last knowledge update, Skipper will not be able to reference the new page until the next update occurs.

Suggesting updates to Skipper’s knowledge

Admins can suggest new content be added to Skipper’s knowledge base. To submit a suggestion:

1. Visit #support, and join as a member if not one already. (Note: You must be a member of the channel to successfully complete Step 2.)
2. Select the Admin Ticket Feedback workflow.
3. Add the related ticket and details as requested for the other fields, then Submit the request.

Your feedback will be reviewed, and Skipper’s knowledge may be updated as relevant to the circumstances.