Getting help inside Maliru

Help is never more than a click away. In the office workspace, press Ctrl+K (⌘K on a Mac), or click Marie or Help in the top bar: each opens Marie, Maliru's AI assistant. On the phone, it's Me › Settings › Contact Maliru support. Marie answers from Maliru's guides, opens any guide inside the app, and hands you to the Maliru team whenever you'd rather talk to a person. Everyone in the workspace has her: she needs no permission. See Marie, your assistant in Maliru.

When Maliru has replied and you haven't read it yet, Marie in the top bar shows a count, and the conversation is under Your conversations with the team in her menu (⋮). On the phone, a dot appears on the Me settings gear, and the count sits beside Contact Maliru support.

Asking Marie

Type a few words and the matching guides and records appear as you type. A guide opens inside the window, so you never leave what you were doing. Or ask a question in your own words and press Enter. Marie answers from Maliru's guides, and once your workspace has switched her on she can also explain your own setup, such as why someone can't see a job. A thumbs up or down on one of her answers tells us whether it helped.

Marie is an AI, not a person, and her messages are always labelled AI.

Talking to the Maliru team

Choose Talk to a person at any time. Before anything is sent, you see exactly which messages will go to the Maliru team, your questions and Marie's answers, and you can leave any of them out. A support conversation then opens with the team. Your conversations with the team are listed in Marie's window too.

For a bug, a billing query or a request that needs a written record, choose Raise a ticket instead. Give it a Subject, choose what it's about (Question, Something is broken, Billing, Fix my data, Feature request or Getting set up), Describe it and Send to Maliru.

A message can carry more than text: Attach a file, Record a voice note (tap the microphone again to send it) or pick a GIF.

While you wait for a person, the thread shows your place, for example "You're #2 in the queue." Once someone picks it up, it shows "{name} from Maliru is helping you". Replies arrive in the thread and as an ordinary notification on your phone and in the web app, and tapping the notification opens the conversation. If Maliru is open when a reply arrives, its banner stays on screen until you open or close it, and your computer plays a short sound (a phone buzzes). To turn the sound off on a device, go to Notification settings › On this device and switch off When support replies.

If you write to us in another language, a reply from the Maliru team may be marked Translated by AI: a person at Maliru wrote it and had it translated into your language. Your own messages stay as you wrote them. When we mark a thread resolved, you can still reply to reopen it. The thread's More menu has Download transcript if you want a copy for your own records.

Conversations, Guides and News

• Conversations: every thread you've had with us, with an unread badge. Your conversations are yours alone: the ones you started, and any Maliru started with you. Nobody else in your workspace, owners included, can open or reply to them.
• Guides: this help centre, inside Marie's window. Search it there, or ask Marie. On a phone this is the way to read the guides.
• News: announcements from Maliru, newest first, such as releases, planned maintenance and changes worth knowing about. Some ask you to acknowledge them, and some ask what you think. When there's nothing new: "All quiet — nothing from Maliru right now." The pinned Maliru thread carries the same news. "Nobody reads replies here — start a conversation to talk to us."

If something is critical, such as an outage or an urgent fix, Maliru also shows it as a banner across the top of the office workspace until you dismiss it.

Letting support look at your records

Sometimes support can fix something faster by seeing the records it's about. If you're an owner or office admin, your own open conversation shows "Maliru support cannot see your records. Letting them look, read-only, often gets a fix faster."

1. Choose Let them look…. "Support can read what you tick, and change nothing."
2. Tick what they may read: Jobs, Form submissions, Time, Measures, Pay runs, Evidence files or Locations. A confidential form, bank details and one person's pay are never included, and locations are left out unless you tick them.
3. Under For, choose 1 day, 3 days or 7 days.
4. Choose Give access.

The conversation then says what support can read and until when, for example "Maliru support can read your jobs and time until …". End access stops it straight away. Every record support opens is recorded: someone with View audit trail can see them under Evidence & audit › Maliru access. A field worker's conversation can't give access, so support asks an owner or office admin instead.

Your own help desk is separate

Communications › Requests is your workspace's help desk, where field staff ask their own office for help. See Help requests. The messenger is the line to Maliru itself.

Tip: search the guides first. If you do message us, name the screen and what you expected to happen. The record's title and the Version line from your account menu turn a two-day exchange into a ten-minute one.