24/7 Octo-enabled support: how Octo brings in account managers, developers, and Ops
Every Business Account owner has Octo-enabled support around the clock, on every plan: Octo answers first, acts where it can, and when a person is needed it brings the right one into the same thread with the full context, so nobody re-explains anything. Reading time about 4 minutes.
How a request flows
- Ask Octo anywhere: the Octo panel in BCC, the search box on any docs page, email to support@, or Slack and Teams where connected. Plain language; attach a screenshot or a URL if you like.
- Octo answers or acts. It reads your account state (the grid, the hub, the agreement, the last report) and either answers with the article and the exact setting, or proposes the fix and applies it on approval.
- Octo escalates with context. When the request needs a person, Octo opens the thread to the right one: your account manager for commercial and partner questions, a Genuin developer for SDK, API, and integration work, the Ops team for delivery, moderation, payouts, and incidents, and the Trust team for privacy and security. The person sees what Octo saw and what it already tried.
- Octo stays on it. It tracks the thread, follows up with the team, reports back to you, and, once solved, proposes the standing rule or context that prevents the question next time.
Response targets
| Severity | Examples | First response | Who joins |
|---|---|---|---|
| Urgent | Placements not rendering, revenue stopped, moderation incident, suspected breach | Octo immediately; a person within 1 hour, 24/7 | Ops, and Trust for security |
| High | A launch blocked, a partner edge broken, ads.txt failing validation | Octo immediately; a person within 4 business hours | Ops or a developer |
| Normal | How-to, configuration, reporting questions, agreement questions | Octo immediately; a person within 1 business day when needed | Account manager or developer |
| Request | A custom player build, a new integration, a feature request | Octo logs and routes; a person within 2 business days | Account manager, product |
Enterprise and managed-service agreements set tighter targets and a named account manager; the Octo layer is the same on every plan.
What Octo can do without a person
Re-issue keys, re-run verification, regenerate ads.txt and sellers.json, re-classify content, pause or edit a feed, re-render an embed, re-send an agreement, re-run a payout check, and explain any report line. All of it under the autonomy you set (see Octo Autonomy and Approvals) and recorded in the audit log.
API & SDK
Access: the calls in the table are the proposed Business Account API (see Business Account API: provisioning, OAuth, and the resource map), authenticated with a key scoped to the account and a role or an OAuth client acting for it; every confirmation in this article becomes a proposal you can approve by API (POST /proposals/{proposalId}:approve). Live today, the server API under /api/thirdparty authenticates with a gn-access-token (see Generate an access token), and Live API today and the Business Account API roadmap maps what is live to what is proposed.
| Call | Purpose |
|---|---|
| POST /support/threads | Open a support thread; Octo answers first and brings in a person when needed |
| POST /octo/ask | Ask a question about the account in plain language; answers with the article and the setting |
| GET /status | Platform status and incident feed |
// proposed server SDK (Business Account API)
import { Genuin } from '@genuin/sdk';
const genuin = new Genuin({ apiKey: process.env.GENUIN_KEY });
await genuin.support.create({ severity, message });
await genuin.octo.ask(brandId, 'which feeds should I create first?');
await genuin.status();Live today: Embed the Genuin Web SDK on your website · Integrate the Genuin iOS SDK · Receive engagement events in your own analytics.
SDKs: Web SDK 2.0.6 (see Embed the Genuin Web SDK on your website), iOS SDK 2.1.5 (see Integrate the Genuin iOS SDK), Android SDK 2.1.5 (see Integrate the Genuin Android SDK), React Native 3.0.3 (see Integrate the Genuin SDK with React Native apps), and Flutter (see Integrate the Genuin SDK with Flutter apps) render Genuin and sign members in; the Node (@genuin/sdk) and Python (genuin) server SDKs are proposed with Business Account API: provisioning, OAuth, and the resource map.
