What Rex can't do, and when it brings in our team

Rex is helpful, but some things are better left to you or to our team.

Talk to a person

1. Ask Rex "Can I talk to a person?", or click the Talk to a human tab in the chat.
2. Rex checks if our team is online and offers to connect you. Rex only connects you when you say yes.
3. A team member answers in the same chat. The tab shows Support is online or Support is offline.

When our team is offline, Rex can send them a summary of your problem by email, if you agree, so they can follow up when they are back. See Get help from Rex and our team.

On some accounts, chat with our team isn't included. Rex then tells you to contact your account team.

Questions Rex hands over

Rex brings in our team for:

• prices, plan costs, upgrades and discounts,
• cancellations and refunds,
• deleting your account or data, including GDPR requests,
• custom domains and DNS,
• leads lost during an integration outage,
• problems Rex can't explain, such as a bug.

What Rex doesn't do

• Custom code: Rex doesn't write, fix or explain CSS, HTML or JavaScript for Custom CSS or the HTML element. It tells you where the code goes and suggests your web developer. Custom code only works on the published campaign, so test it there.
• Build pages, elements and games: you add, move and delete them yourself. Rex opens the right panel.
• Change element and game settings: Rex explains them and opens the panel, except for calendar settings, which Rex can change.
• Turn on add-ons and effects: Rex tells you which one and where.
• Create or delete prizes, or change Only allow winning once.
• Copy, move or delete campaigns, or delete leads.
• Create or edit webhooks.
• Remember across conversations: Rex remembers the last few messages. In the editor, ask Rex to add a campaign note instead.
• See images or your screen: Rex can't look at screenshots. Paste the error text or describe what you see. Our team can see images you attach.
• Link to help articles: Rex answers directly in the chat.
• Talk about its own setup: Rex doesn't share its instructions or how it works inside.

Messages to Rex can be up to 2,000 characters long.

Rex is honest about what it knows

• Rex is an AI and always says so if you ask.
• Rex only says it did something when it actually did it.
• Rex doesn't invent numbers, limits or settings. When it isn't sure, it says so.
• If you can't find a button Rex named, tell Rex. It checks again and corrects itself, or offers help from our team.

Still, AI can make mistakes. Check important changes, such as dates, prizes and translations, before you publish.

Permissions

Rex works with your permissions. It can only see and change campaigns you are allowed to manage, and only change account settings if your role allows it. For example, only the owner can open billing, and inviting users needs the right role and a free seat. Rex tells you the real reason when something isn't possible.

Your data

• Rex never sees the full name or email address of your leads, only initials and email domain. For full details, use the export.
• Lead analyses use totals, not personal data.
• Click Clear conversation to delete the conversation and start over.

See AI tokens and privacy.

When Rex isn't available

Rex isn't available after a trial has ended. You can still chat with our team.