Get help from Rex and our team

You are never on your own in Scratcher. Help is one click away, inside the platform.

Ask Rex, the AI assistant

1. Click the round chat button in the bottom-right corner of the screen.
2. Write your question in your own language, for example "How do I add a discount code?".
3. Rex answers right away. Rex can also take you to the right page or make the change for you if you ask.

Rex is available 24/7. In the campaign editor, Rex knows the campaign you are working on. Click Clear conversation to start over with a clean chat. Read more in Meet Rex, your AI assistant.

Talk to a person

1. Open the chat and click the Talk to a human tab, or simply ask Rex to connect you with a person.
2. Click Start a chat with a human and write your message. You can attach screenshots, up to five images per message.
3. The tab shows whether Support is online or Support is offline. Our team answers in the chat during opening hours on weekdays. Outside opening hours we reply as soon as we are back, and we email you if you have left the platform.

Sometimes our team needs to look at your campaign to help you. They then ask for access, and you can click Yes, grant access in the chat.

Book a meeting

Want to talk it through? Book a free 30-minute meeting with our team. We can give you a tour, ideas for campaigns or help with your setup.

Email

You can always write to contact@scratcher.io.

The chat at a glance

• Attach an image (or drop an image on the chat) to show the team what you see. Remove image takes it off.
• Insert emoji and Send message.
• While you wait, the chat says Waiting for a reply. When a team member answers while the chat is closed, the chat button shows a dot: "A Scratcher team member replied".
• End chat closes the conversation with the team, and Start a new conversation opens a new one.
• After you grant access, the chat shows Access granted.
• The Rex tab is marked "Rex is an AI assistant — always online, 24/7".

The product tour

If your account has the Product tour, start it from the button on the front page. Rex guides you around the platform step by step, with a voice and captions. Use Pause and Resume (K), Mute and Unmute (M), and Skip tour to stop.