# Fix it on the first call

> Troubleshooting guides, known issues and policies, searched the moment the customer describes the problem.

URL: https://www.odrivyn.com/modes/customer-support
Updated: 2026-09-25

Odrivyn for customer support. Desktop mode: Customer support.

## Before the call

Support adds its runbooks to the company brain; Engineering adds release notes. Everyone answers from the same source.

## During the call

Step-by-step fixes in plain words the customer can follow, and a note when it's time to escalate.

## After the call

A recap of what was tried and what's still open, plus a follow-up with the steps written out.

## What this mode listens for

- A question about the product, an account or a policy: the answer from your guides.
- A frustrated customer: one line that acknowledges it, then the fix or the next step.
- Something you can't promise, like a refund or a date: what you can do now, and who decides the rest.