The Problem with Traditional SaaS Support
Most SaaS support flows start with friction. You open a separate tab, find the Help Center, search for an article, submit a ticket, paste your account ID, describe your plan, explain what you were doing — and then wait. By the time a reply arrives, you have lost the context of the problem you were trying to solve.
Advertising is time-sensitive. A campaign that is overspending, a platform connection that dropped, or an agent action that looks wrong — these are not issues that wait for a ticket queue. Synter's support chat is built around that constraint.
How It Works
The support widget lives inside the Campaign IDE. It initializes once when you load the interface and stays ready in the background. Clicking the chat button opens a direct conversation with the Synter support team — no redirects, no form, no new tab.
What happens when you open support
- Your identity is verified automatically via HMAC-signed hash
- Your account data loads in the support team's sidebar before the conversation starts
- Your current page, active campaign, and agent thread are tracked and visible to support
- A real human receives your message and can reply without asking you to re-explain your setup
Identity Verification Without Effort
Synter uses HMAC-SHA256 identity verification to confirm who you are before the support conversation starts. This works by generating a cryptographic hash of your user ID on Synter's backend — a hash that only Synter's servers can produce and that the Plain support platform can verify. The widget loads this hash automatically when you open the IDE.
The result is that the support team sees your verified identity — your name, email, workspace, and account details — the moment the conversation opens. You never enter a ticket number or paste an account ID.
What Support Sees
When your conversation opens, the Synter support team has four data cards loaded in their sidebar:
| Card | What it shows |
|---|---|
| Account | User ID, email, workspace name and ID, account creation date |
| Plan | Effective plan tier, subscription status, billing period end date, cancellation status |
| Platforms | Number of connected ad platforms, workspace slug, workspace status |
| Admin links | One-click access to your user record and workspace in the Synter admin panel |
Support does not need to look anything up. Account details, plan tier, and direct admin links are already loaded. The conversation starts with the right context.
Real-Time Diagnostics
When you open support, the widget also surfaces a diagnostic snapshot of your account. This is more than a sidebar — it is a structured health check that runs automatically and is visible to the support team before you describe the problem.
What diagnostics check
- Platform connections: Which ad platforms are connected and whether any have refresh errors or exhausted OAuth tokens
- Agent thread health: Recent agent threads with ERROR status or failed tool executions in the last 72 hours
- Broken signal detection: Platform connections that have been marked with refresh errors or that have a last_refresh_error logged
- Recent page context: The last page you visited in the IDE, pulled from session tracking within the last 12 hours
If your Google Ads connection dropped its OAuth token two hours ago, the support team already knows before you mention it. If your agent thread returned a tool failure on a budget mutation, that failure is in the diagnostic view. The conversation can move straight to resolution.
Session Context: Always Current
Synter tracks your current session context and posts it to the support platform on every route change. This means the support team can see:
Session context fields
- Current page: The exact URL pathname and page title you are viewing when you open support
- Active campaign: If you are inside a campaign page, the campaign ID is logged
- Active agent thread: If you are inside the Campaign IDE with an agent thread open, that thread ID is captured
- Workspace: The workspace slug you are operating in
- Referrer: The previous page you navigated from
Context is tied to your session, not just your account. Two users in the same workspace can open support simultaneously and each conversation carries their individual session state. Support sees exactly what each person was doing.
Theme and UX
The chat widget follows the IDE's light/dark theme automatically. If you are using Synter in dark mode, the widget renders in dark mode. No jarring white popup.
The widget opens in the bottom-right corner and does not block the campaign interface. You can keep running your agent while the conversation is open.
If you click the support button before the SDK has finished initializing — for example, immediately after the page loads — the click is queued. Once the widget is ready, it opens automatically. You do not need to click again.
Why It Matters for Advertising Workflows
Ad operations move fast. A support interaction that takes you out of the IDE — into an email client, a help center tab, a ticket portal — breaks the workflow and loses the context of the problem.
Synter support is designed to stay inside the environment where problems actually happen. When your agent takes an unexpected action, when a platform connection drops mid-campaign, or when you are not sure what a diagnostic warning means — the conversation starts immediately, with the right person, with full account context already loaded.