> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vetox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# I Need Help — support sessions

> Let a Vetox support agent assist you live in your dashboard — what they can see, what they cannot, and how to end it.

A support session lets a Vetox agent see your dashboard live and walk you through a problem. You approve it, you watch it, and you can end it at any moment.

The **I Need Help** button sits at the bottom of your server sidebar.

## Your support code

Opening the panel shows a one-time code in the form `XXXX-XXXX`.

<Warning>
  **Only share this code with a Vetox staff member you contacted through official channels.**

  Never give it to someone who messaged you first. A support code is the key to your dashboard — anyone holding it can request a session on your server.
</Warning>

|                   |                                      |
| ----------------- | ------------------------------------ |
| **Rotates every** | 5 minutes                            |
| **Uses**          | One                                  |
| **Scope**         | The one server you generated it from |

You can refresh it manually. The panel only requests a code when you actually open it.

<Note>
  You need admin access to the server to generate a code. The code is bound to that server at the moment it is redeemed — an agent cannot redirect it to a different server afterwards.
</Note>

## Approving a session

<Steps>
  <Step title="You get an approval prompt">
    Showing the agent's name and avatar. You have **60 seconds** to respond.
  </Step>

  <Step title="You accept or decline">
    Declining ends it immediately. Ignoring it lets it lapse.
  </Step>

  <Step title="The session starts view-only">
    The agent can see your dashboard but cannot change anything.
  </Step>
</Steps>

<Note>
  **Sessions always start view-only.** Editing is off by default and only you can turn it on.
</Note>

## During a session

A draggable control widget stays on screen showing the agent's name and elapsed time, with two controls:

| Control           | Effect                                                                                     |
| ----------------- | ------------------------------------------------------------------------------------------ |
| **Allow editing** | Grants the agent permission to make changes. Off by default; you can revoke it at any time |
| **End session**   | Ends it immediately                                                                        |

There is also a chat panel for talking to the agent.

While the session is view-only, a shield prevents accidental clicks and keypresses from being interpreted as your input. Scrolling still works normally.

## What an agent can and cannot do

<AccordionGroup>
  <Accordion title="They can only see the one server" icon="lock">
    A session is locked to the single server you generated the code from. Any attempt to reach another server is refused.
  </Accordion>

  <Accordion title="They cannot see billing or payment details" icon="credit-card">
    Premium pages, payment methods and your account settings are entirely out of scope. The restriction is enforced on the server, not just hidden in the interface.
  </Accordion>

  <Accordion title="They cannot read your secrets" icon="key">
    Webhook URLs, bot tokens, API keys and signing secrets are replaced with `[redacted]` before they ever reach the agent — and re-saving a form they viewed cannot overwrite the real value with the placeholder.
  </Accordion>

  <Accordion title="They cannot change anything until you allow it" icon="pen-slash">
    Every attempted change is rejected while the session is view-only, regardless of what the interface appears to permit.
  </Accordion>

  <Accordion title="They cannot see your screen" icon="eye-slash">
    Nothing is screen-shared or mirrored. Your own browser renders your own dashboard; the agent's actions are relayed as specific instructions such as scroll, click or highlight. Their mouse position is never tracked.
  </Accordion>

  <Accordion title="They cannot bypass a server blacklist" icon="ban">
    A blacklisted server stays blocked during a session. A session cannot be used to work around it.
  </Accordion>
</AccordionGroup>

## Limits

| Limit                  | Value                               |
| ---------------------- | ----------------------------------- |
| Maximum session length | **30 minutes**                      |
| Idle timeout           | 10 minutes, with a warning at 8     |
| Approval window        | 60 seconds                          |
| Concurrent sessions    | One per server, per user, per agent |

You are warned 2 minutes before a session reaches the 30-minute cap.

## Ending a session

Either side can end it, and it also ends on its own if you close the tab, the agent closes theirs, the idle timeout is reached, or the 30-minute cap expires.

After it ends you are asked to rate the session. That is optional.

## What is recorded

Every session is logged permanently: who the agent was, which server, when it started and ended, why it ended, how many changes were made, and whether you granted editing.

<Note>
  This record exists for your protection — there is a durable, auditable trail of every support session on your server, including sessions you declined.
</Note>

## Troubleshooting

<AccordionGroup>
  <Accordion title="I cannot generate a code">
    You need admin access to that server.
  </Accordion>

  <Accordion title="The agent says my code is invalid">
    Codes rotate every 5 minutes and are single-use. Refresh and send the new one.
  </Accordion>

  <Accordion title="A session will not start">
    Only one session can be active per server at a time, and you must be online with the dashboard open to receive the approval prompt.
  </Accordion>

  <Accordion title="The agent cannot change a setting">
    Editing has not been granted. Turn on **Allow editing** in the control widget.
  </Accordion>

  <Accordion title="I want it to stop right now">
    Press **End session**, or simply close the tab. Access is revoked immediately — it is re-checked on every single request rather than trusted for the session's duration.
  </Accordion>
</AccordionGroup>