--- title: "What Rex can't do, and when it brings in our team" description: "The limits of Rex, what it never does, how it protects your data, and how Rex hands you over to a person." url: https://scratcher.io/help/ai/rex-limits-and-handover language: en --- 1. [Help center](https://scratcher.io/help) 2. [Rex and AI features](https://scratcher.io/help/ai) 3. What Rex can't do, and when it brings in our team # What Rex can't do, and when it brings in our team The limits of Rex, what it never does, how it protects your data, and how Rex hands you over to a person. 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](https://scratcher.io/help/getting-started/get-help). 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](https://scratcher.io/help/ai/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. Rex and AI features - [Meet Rex, your AI assistant](https://scratcher.io/help/ai/meet-rex) - [What you can ask Rex](https://scratcher.io/help/ai/what-you-can-ask-rex) - [Changes Rex can make for you](https://scratcher.io/help/ai/ask-rex-to-make-changes) - [Let Rex check your campaign and website](https://scratcher.io/help/ai/rex-checks-and-troubleshooting) - [What Rex can't do, and when it brings in our team](https://scratcher.io/help/ai/rex-limits-and-handover) - [All AI features in Scratcher](https://scratcher.io/help/ai/all-ai-features) - [Write and rewrite texts with AI](https://scratcher.io/help/ai/write-texts-with-ai) - [Translate a campaign with AI](https://scratcher.io/help/ai/translate-with-ai) - [Make quiz questions with AI](https://scratcher.io/help/ai/ai-quiz-questions) - [Make and edit images with AI](https://scratcher.io/help/ai/ai-images) - [Match your brand from your website, or generate a theme](https://scratcher.io/help/ai/brand-kit-and-ai-themes) - [Write social media posts with AI](https://scratcher.io/help/ai/social-media-posts-with-ai) - [Generate a campaign plan with AI](https://scratcher.io/help/ai/ai-plan-generator) - [Set up your AI profile](https://scratcher.io/help/ai/ai-profile) - [AI tokens and privacy](https://scratcher.io/help/ai/ai-tokens-and-privacy) ## Related articles - [Meet Rex, your AI assistant](https://scratcher.io/help/ai/meet-rex): Rex is the AI assistant built into Scratcher. Open the chat, ask anything, and let Rex find things, explain settings, check your setup or make changes. - [Get help from Rex and our team](https://scratcher.io/help/getting-started/get-help): Rex answers right away, any time of day. Real people from our team answer in the same chat. - [AI tokens and privacy](https://scratcher.io/help/ai/ai-tokens-and-privacy): How AI tokens work, where to see your balance, what happens when you run out, and how your data is handled. ## Still need help? Real people are here to help. If you already use Scratcher, the quickest way is the chat inside the platform. - **[Chat with us](https://platform.scratcher.io/login)** Log in and click the chat button in the bottom-right corner. Rex answers right away, and our team is a click away. - **[Book a meeting](https://scratcher.io/book-a-meeting)** A free 30-minute video call with our team: a tour, campaign ideas or help with your setup. - **[Email us](mailto:contact@scratcher.io)** Write to contact@scratcher.io and we will get back to you.