Magnus

Customer support

Ask staff to review a blocker

Support is the safe route when document review, payment evidence, agreement evidence or access setup is pending. The request gives staff context without changing those records.

Draft only

Expected response

Staff follow-up

Tortoise staff reply through approved contact channels after reviewing the request.

Offline/stale state

Do not rely on cached status

If the app is offline or the state looks stale, support can help confirm what changed before you travel to site.

What this cannot do

No finality

A support draft cannot approve documents, mark payment paid, sign an agreement or release access.

Portal help pilot

Ask approved FAQ questions

Read-only answers come from approved help content through a fake AI port. The pilot cannot change payment, booking, access, agreement or account data.

Read-only pilot

Guardrail

faq / read-only

Model API calls: false. Live provider write: blocked.

Rate limit

5 questions / 15 minutes

Remaining in this window: n/a.

Escalation

Staff support route

Ask Tortoise staff when the question is account-specific, high-risk or not covered by approved help content.

Outcome: idle

No FAQ query submitted yet.

Guardrail decision: n/a. Provider mutation: none. Database mutation: none.

Support

Request help from Tortoise staff

Support requests keep customer-visible messages separate from staff-only notes and provider diagnostics.

Support request safe state: draft_only. Provider mutation: none. Ledger mutation: none. Agreement mutation: none. Access mutation: none.

Topic

Customer-visible context included

Documents: Rejected

This customer-safe status will be included without staff notes or raw provider diagnostics.

Payment: Submitted

This customer-safe status will be included without staff notes or raw provider diagnostics.

Access: Manual Only

This customer-safe status will be included without staff notes or raw provider diagnostics.

Agreement: In Progress

This customer-safe status will be included without staff notes or raw provider diagnostics.

This context is customer-safe. Staff-only notes, raw provider diagnostics, private documents and access credentials are not included.

Message

Support can explain blockers and next steps, but cannot approve documents, mark payment paid, sign agreements or release access from this draft.

Portal support drafts remain local staff follow-up requests until reviewed.

Draft action: portal_support_draft. Ledger action: request_enquiry. Live provider write: blocked.

Audit recorded: false. Audit category: customer_data. Provider finality: not_provider_final. Payment finality: not_payment_final. Agreement finality: not_agreement_final.

Creates reservation: false. Creates payment: false. Creates agreement: false. Releases access: false.

Loading support draft form…

Support case

support_draft_customer_document_rejected

Tortoise staff review the request and respond through approved contact channels.

Next customer action

Send a support draft

The draft gives staff customer-visible context from documents, payment, access and agreement states. It does not mutate those records.

Documents

Rejected

The uploaded image was unreadable. Please upload a clearer image.

Payment

Submitted

Support can discuss payment uncertainty, but the case does not mutate ledger or provider state.

Access

Manual Only

Manual action required

Agreement

In Progress

Support can explain the agreement status without exposing provider envelope IDs or document object keys.