In-App support

Enable and manage in-app support, including telemetry fields and outbound endpoints.

Video Introduction

Where is In-App Support available?

A version of In-App Support has been available for Vectra SaaS since its launch. This article is specific to appliance based installations of the Vectra platform. If you deployed a Brain (physical, cloud, or virtual) as part of your Vectra platform deployment, this article applies to you.

What is In-App Support?

In-App Support provides connected content to customers such as guided tours, KB article integration, in-app chat, etc. It also provides anonymized usability data back to Vectra to help inform our development efforts for new features or gauge the success or usability of existing features.

How is In-App Support turned on or off?

In-App Support is available starting in the 7.2 version.

• If your Brain appliance is in Offline mode (enabled for offline updates), In-App Support cannot be enabled.
• For new customers who start on version 7.2, In-App Support is enabled by default.
• For existing customers, once you have version 7.2 and login in with a user account mapped to Admin, Super Admin, or Settings Admin you will be presented with a modal:

• Choosing either the "Go to settings" or "Got it" buttons will start a 3 day countdown timer after which the feature will begin working.
• If you subsequently turn off the feature in the settings page (see below), the countdown timer is disabled and the feature will not be enabled unless you subsequently choose to turn it on.
• If you are a user who has a role that has the same permissions as an Admin, Super Admin, or Settings Admin, the modal will NOT display, there will be no countdown timer, and the feature will not be automatically enabled.

  • An example would be if you created a custom role with the same permissions.
  • For the modal to appear and for a countdown timer to engage, you must be using one of the specified built in roles.

Turning on or off In-App Support

• Being able to turn on or off the In-App Support feature requires a user who is mapped to the "Manage - Usability Data and Connected Experiences" permission. Role permissions are controlled in Manage > Roles.

  • By default, Admin, Super Admin, or Settings Admin have these privileges.
• To turn on or off the In-App support feature, navigate to *Settings > Services, *edit the "In-App Support" setting, and click "Save":

What anonymized data does In-App Support transmit to Vectra?

The following data points with an example are transmitted to Vectra when In-App Support is enabled:

Data Field	Example
Account ID (Brain ID)	4201842aa4c3195e50fe74fcfd14c9896257291c454eacf3b75464324c950483
Number of Sensors	7
URL	/dashboard
Environment	Production
hostSeverityLow	29
hostSeverityMedium	13
hostSeverityHigh	6
hostSeverityCritical	6
hostCount	200
Visitor ID (User ID)	1e5f892bccfdb243a7250bff342167f82c74031e95d485dc16b210224099d7b9
User Role	25bf8e1a2393f1108d37029b3df5593236c755742ec93465bbafa9b290bddcf6

How does In-App Support communicate with Vectra?

• HTTPS is used over port 443
• Customers must allow outbound connections to the following for the feature to work:

  • content.user-telemetry.vectra.ai
  • data.user-telemetry.vectra.ai
• Data is sent every 2 minutes

How can I access In-App Support?

Vectra sets guides to display based on various customer segments. For example we might choose to display a guide to customers who have never visited a certain page of the product. Here is an example of a guide for SAML that could be displayed:

Additionally, In-App Support can be accessed at any time by clicking on the ? icon at the bottom right corner of your Vectra UI:

As Vectra continues to develop the feature, check here for new options and announcements.