SupportIn development
A community in the making for the teams that will use Ray
The Ray community is not open yet. It will grow from the first early access teams: questions between teams, good practices and open sessions with the people who build the product.
Early access with hands-on help from the team. Ray is in development.
Where things stand
What there is today and what will come
Today
Each early access team will work directly with the Convray team, from the first demo to go-live.
Later on
A shared space between teams, once there are enough participants for it to be useful. Its opening will be announced in Product updates.
What it will beIn development
A useful space between support teams
Four planned parts, with no customer data involved.
Questions between teams
How other teams solve the same thing: knowledge structure, sensitive topics, hours and notices.
Shared good practices
Article templates, lists of sensitive topics and test cases each team decides to share.
Open sessions
Online meetings with the product team to review updates and take questions.
Product proposals
Requests from teams, with a reply from the Convray team on what will and will not be done.
How to join
Today the way in is through early access
- 01
Request access
Fill in the form with the business’s details.
- 02
Demo with the team
A short conversation to review frequent questions, knowledge and sensitive topics.
- 03
Guidance
The Convray team will support every stage, from knowledge to go-live.
- 04
Invitation
Early access teams will be the first invited when the community opens.
Open sessions
Planned meetings with the product team
Sample topics for the first sessions. Dates and times will be announced to early access teams.
- [day][month]Date to be set
Preparing knowledge for Ray
How to write step-by-step articles and how to import existing ones.
Online[time] ([city] time)
- [day][month]Date to be set
Sensitive topics: the base and the business’s own
What the default base will cover and how to define the business’s topics.
Online[time] ([city] time)
- [day][month]Date to be set
Going live in stages
Parallel run, traffic share and the rollback switch.
Online[time] ([city] time)
Sample threads
What a conversation between teams will look like
- Sensitive topicsSample content
How do teams organize their own sensitive topics?
A team shares how it separates out-of-term warranties from plan changes for businesses.
[Sample team] · [date] - KnowledgeSample content
Single-procedure articles or long articles
The benefits of splitting a long article into short steps, one per task.
[Sample team] · [date] - MigrationSample content
What traffic share to use in the first stage
How to decide the first stage and when to use the rollback switch.
[Sample team] · [date]
Community rules
- No customer data or screenshots with personal information
- No real customer names
- Whatever is shared is shared with the business’s permission
- Respect between teams and with the Convray team
- Questions about an account will go to the help center or the chat, not to a public thread
Join through early access
Early access teams will work with the Convray team from the first demo, and will be the first invited to the community.