Support

Pulse > Support is where you get help. Describe a problem to Luminos, the WorshipMetrics AI assistant, follow up on tickets that a person at WorshipMetrics is working on, call phone support at 910-WORSHIP, and keep the notes support uses about your booth.

Where to find it

Open Pulse > Support in the sidebar, or click the Support button at the bottom of the sidebar. It works on the web app and in Tech Manager. Get help on a computer's page (Pulse > System Health) and Get help with this on an alert (Pulse > Alerts) also open it, with the facts already written into the message box.

The left panel holds New conversation, your tickets, recent conversations and phone calls. The right panel shows the live state of your booth computers and devices, and links to System history and AV Docs. On a narrow screen these become tabs across the top.

Ask Luminos for help

1. Go to Pulse > Support and click New conversation.
2. Under What's going on?, type what is happening (for example "the stream keeps dropping"), or click one of the suggested starters.
3. Press Enter or the send button. Shift+Enter adds a new line.
4. Luminos looks at your live system first, then answers. It may show a diagnostic card, a fix to approve, or a Show me card that points at each control on screen and changes nothing.

A conversation is not tracked. Ask, get an answer, done. Your recent conversations stay in the left panel.

Approve or decline a fix Luminos suggests

When Luminos can fix something, it shows a Proposed fix card. Luminos never changes your system without your approval.

1. Read the card. "Runs via Tech Manager" means the fix runs on the booth computer; "Guidance — you perform the steps" means you do it by hand.
2. Click the "Approve & run" button to run it, or Not now to leave everything as it is.
3. While it runs, the card says "Fixing it." Do not touch the booth for up to a minute.
4. Answer Did that fix it? with Yes, it's fixed or Still broken. Still broken lets Luminos try the next thing, or hands it to a person.

During a live service, a fix that would interrupt what is live is not run from here; the card says it can wait, or to do it at the booth now.

Open a ticket

A ticket is tracked: it has a status and a person at WorshipMetrics follows it up.

1. Before sending your message, tick Create a ticket — track this until it's fixed.
2. Send. A card confirms the ticket is open and that your conversation and everything Luminos found are attached.

Luminos also opens a ticket by itself when it finds something it cannot fix. If Luminos fails to answer, click Open a ticket on its message. After a ticket exists, anything you write in that conversation also goes to the support team.

Follow up on a ticket

1. Go to Pulse > Support and click a ticket in the left panel, or All → beside Tickets.
2. The Tickets list shows Needs your action, With support and Resolved by Luminos counts, and filters: Awaiting support, Awaiting you, With support, We hit a problem, Resolved.
3. Open a ticket to read the thread. Replies from a person show as WorshipMetrics Support.
4. Type in Reply to your engineer… and send.
5. When it is fixed, click Mark resolved. Replying to a resolved ticket reopens it.

The ticket's side panel shows its timeline, the devices it involves, and who is working on it.

Keep others posted on a ticket

1. Open the ticket.
2. Under Keep others posted, click + Add someone to notify.
3. Enter an email (a name is optional) and click Add contact.

They get a message when the ticket is answered or resolved, even without a WorshipMetrics login. Click the × beside a contact to stop their updates.

Call phone support (910-WORSHIP)

Call 910-WORSHIP — (910) 967-7447. An AI phone assistant named Journey answers. Once it knows which church you are, it reads your church's AV Docs; it can also take a message, book a callback or pass the call on. Every call is recorded and transcribed.

1. So the line knows your church, add your phone number to your WorshipMetrics profile, then open Phone support at the top of the left panel and click confirm beside your number under Registered numbers. Confirmed numbers are greeted by name.
2. Calling from another phone? Click Get phone code (or Get a new phone code) and read Your church code to the assistant. It is shown once, so write it down; the previous code keeps working for 24 hours.
3. To add a number by hand, type it under Registered numbers and click Add number.

Below the numbers, each past call shows its time, outcome, length and summary. Open one to listen or read the transcript. Recordings are deleted 90 days after the call; transcripts are kept.

Tell support about your system (AV Docs)

1. Go to Pulse > Support and open AV Docs.
2. Sections already show what WorshipMetrics knows from your settings and Patch > Devices. Fix wrong facts where they live; use these boxes for what the app cannot know:
   • Church profile and System summary: notes, saved with Save profile notes and Save system notes.
   • Accumulated knowledge: facts your team taught support. Correct or Retire any of them.
   • Gear inventory: only equipment that is not on the network.
   • Known issues (Add issue) and Runbooks (Add runbook: symptom, quick checks, fix steps). The phone assistant checks these first.
3. Suggestions from support are drafted after a call or a Luminos chat. Nothing goes live until you click Approve; Reject discards it.

Make support smarter: finish your system diagram

If a card says Complete your system diagram to get real support, Luminos and the phone line do not yet know which device feeds which. Click Open the signal map (in Tech Manager, open Patch > Signal Map) and finish the checklist. When done the card reads "Support-ready."

Review your system history

Open System history for one timeline of tickets, Luminos conversations, alerts, restart offers, phone calls, callbacks and fixes, with who or what dealt with each. Narrow it with Dates and Device, and click Export CSV to save what is shown.

Troubleshooting

Luminos says something is wrong with a booth it cannot see

The right panel may say this booth reports to a different organization, or is not enrolled. Re-enroll it in Tech Manager under Settings > Fleet Enrollment.

I need a person right now

Tick Create a ticket — track this until it's fixed, or call 910-WORSHIP during a service and mention your ticket number.

Good to know

• Everyone in your church can see and reply to all its tickets and conversations.
• Luminos sees your live system, your diagram and your documentation, and can also answer questions about your week (attendance, visitors).
• A plain conversation is never tracked; only a ticket has a status and a person on it.