> For the complete documentation index, see [llms.txt](https://docs.userlane.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.userlane.com/assistance/the-assistant/connections/support-email-routing.md).
# Support email routing
Configure a support link or email so the Assistant routes users to your team when it cannot answer.
Set up a support link so the Assistant directs users to your team when it cannot answer their question.
{% hint style="warning" %}
**Before you start.** The AI Assistant must be enabled for the application. You also need portal access to the **Customize** section.
{% endhint %}
## When the Assistant shows the support link
When the AI Assistant[^1] cannot find a relevant answer in the application's connected content, it shows a support link or email address as a contact action. The user follows the link or writes the email themselves. No conversation context is forwarded, so your support team receives the request without the question the user asked or any earlier conversation history.
If a support link was already set in the earlier version of the Assistant, it carries over automatically. Any manual edit you make takes priority over the carried-over value.
## Configure the support link
The support link is configured under **Customize** in the portal, on the **Help options** page. You can enter a URL to a help desk or ticketing system, or a `mailto:` email address.
{% stepper %}
{% step %}
#### Open Help options
Go to **Customize** in the left sidebar, then open **Help options**.
{% endstep %}
{% step %}
#### Enter your support link
Under **Show a link to your application's support**, enter the full URL or email address. The placeholder shows the accepted formats: a URL such as `examplelink.com` or an email address such as `mailto:xy@example.com`.
{% endstep %}
{% step %}
#### Enable the display toggle
Turn on **Display Support Link**. The Help section in the Assistant becomes visible to users once at least one link (documentation or support) is enabled.
{% endstep %}
{% step %}
#### Customize the link text (optional)
To change the default label shown to users, select **Customize the text** in the info block below the support link field. This opens the text editor for the Assistant's Help section, where you can edit the link label.
{% endstep %}
{% endstepper %}
{% hint style="success" %}
**Result.** When the Assistant cannot find a relevant answer, it shows the support link as a contact action. Users can reach your team directly from the conversation. The Help section also appears when a user exits a guide that did not complete successfully.
{% endhint %}
## Customize the Help image (optional)
You can replace the default image shown in the Help section with a branded image. On the **Help options** page, select **Go to design** at the bottom to open the image upload. Userlane accepts PNG, JPEG, or GIF files up to 8 MB. The recommended size is 652 x 320 pixels.
## Relevant articles
{% content-ref url="/pages/jaGpQWjETS3dwv2yneLk" %}
[Configure the AI Assistant](/assistance/the-assistant/configure-the-ai-assistant.md)
{% endcontent-ref %}
{% content-ref url="/pages/XDGntxUJimFOtJOihyow" %}
[The Assistant](/assistance/the-assistant.md)
{% endcontent-ref %}
{% content-ref url="/pages/x0VOtqZaqLMPxH6L3eGw" %}
[Contact and escalation](/support/contact-and-escalation.md)
{% endcontent-ref %}
## FAQ
Does the Assistant send the conversation to my support team?
No. The user sees a link or email address and follows it themselves. No conversation transcript or question text is forwarded to the support recipient.
When does the Assistant show the support link?
When the Assistant determines it cannot find a relevant answer in the application's connected content. This happens automatically; there is no setting to control the trigger.
Can I set different support links for different audiences?
No. The support link is set per application, not per audience.
What if I already had a support link in the earlier version of the Assistant?
It carries over automatically. If you edit the link manually, your edit takes priority over the carried-over value.
Can I also add a documentation link?
Yes. The **Help options** page has a separate section for a documentation link with its own URL field and display toggle. You can enable one or both links.
[^1]: The AI Assistant is the conversational feature inside the Userlane Assistant panel that answers questions from published and connected content, and hands off to guides or support.
---
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