Feedback

This is the channel for sending the development team any bugs you find while using TFlow, feature suggestions you'd like to see, or any other opinions. You only need to fill in a few fields, and your name and email are filled in automatically from your login account.

💡 Who is this for? Anyone who wants to say "It would be great if this screen changed like this" or "I got an error here." For error situations, attaching a screenshot as an image helps the development team find the cause much faster.

1. Opening the Feedback Screen

Entry point: Feedback menu in the sidebar's pinned footer area (above Family Sites, always visible regardless of scrolling) → tflowx.com/feedback

🖼️ Screen capture Feedback form — category selection + auto-filled name and email + rich editor + image attachment + personal information caution notice 📍 tflowx.com/feedback · Save path images/common/feedback-form.png

2. The Form

• The content editor is the same writing editor used in Guild (the community), so you can paste screenshot images directly into the body.
• At the bottom of the form there is a personal information (PII) caution notice. Do not enter sensitive personal information such as national ID numbers, card numbers, or passwords.

⚠️ When capturing your full screen for an attachment, be careful not to also capture other customers' information or personal data.

3. Submitting and Completion

1. Choose a category and write your content (attach an image if needed).
2. Press the Submit button.
3. On success, a completion screen is shown.
4. To send another piece of feedback, press Write another opinion and the form is reset.

ℹ️ Since your name and email are filled in automatically, the development team can reply to that same email if needed after receiving your feedback.

🖼️ Screen capture Submission complete screen — receipt confirmation + Write another opinion button 📍 tflowx.com/feedback · Save path images/common/feedback-done.png

4. Every Service Has Its Own Feedback Channel

In addition to the main app, each family site also has its own feedback channel.

• Store (public storefront): You can leave feedback even without logging in.
• Guild (community) · Studio (content creation): Each service receives feedback from its own screen.

For issues you experience while using the main app, use this document's /feedback; for issues on a specific family site, use that site's feedback channel so it reaches the right team more accurately. → Login SSO · Family Sites

5. Report a Problem Right from the Screen

When something goes wrong and it is hard to explain in words, you can send the last 2 minutes of the screen you were using straight to the operations team. They replay it to see exactly what you clicked, in what order, and what appeared on screen.

Where:

• Main app — the orange Help in the Lyra chat window header → Report a problem
• Forwarder and partner portals — Help in the top bar → Report a problem

Adding a Note

Pressing Report a problem opens a small window. Add a note if you like (for example, "Nothing happens when I press Save") and press Send — sending without a note is fine too. The recording only goes up to the moment you pressed the button, so the time you spend typing isn't included. Cancel sends nothing.

Nothing is sent day to day. The recording stays briefly inside your browser and is discarded; the latest part reaches the operations team only when you press Report a problem or a screen error occurs.

ℹ️ If you turn off Screen usage recording in the Store site's cookie settings, the main app stops sending screen recordings too.

🖼️ Screenshot Lyra chat window Help menu — Report a problem · Request remote support 📍 tflowx.com Lyra chat window · save to images/common/feedback-help-menu.png

6. Request Remote Support

When an explanation is not enough, a T flow agent can look at your current screen with you and point to where to click. This is currently available in the main app (tflowx.com) only.

Where: Help in the Lyra chat window header → Request remote support

1. T flow first checks whether an agent is available. If not, you see the support hours and a suggestion to Report a problem instead.
2. Press Request and a bar appears at the top: "Waiting for an agent…". You can withdraw anytime with Cancel.
3. When an agent accepts, the bar turns red — Remote support · T flow agent ○○ — and from then on the agent sees this tab in real time.
4. Agent messages appear as bubbles in the chat box under the bar. Use Show earlier messages at the bottom to see earlier ones, and reply in the message field.
5. When the agent points at something, a red dot (with a short note if needed) appears there for 6 seconds. The dot does not block your clicks.
6. To finish, press End on the bar.

If you are on the phone and want the bar out of the way, press – on the bar. The bar and chat box shrink to a small red button (expand · End). Agent messages that arrive meanwhile show as a number on the expand button; press it to open everything again.

What the Agent Sees and When It Ends

When the Agent Sends the Request

During a support call, a T flow agent may say "let me look at your screen" and send you a request. A card then appears on your open T flow screens.

• The card says "T flow agent ○○ is asking to view your screen with you", shows the name of the screen in this tab that would be shared, and the time left.
• The tab where you press Accept is shown to the agent; from there it works as in steps 3–6 above. If you press Decline, the agent is told you declined.
• If T flow is open in several tabs or devices, the card appears in all of them and closes everywhere once you answer in one. Press it in the tab you want to show.
• If T flow isn't open, the request waits for 2 minutes. Open tflowx.com within that time and the card appears; after that, the agent can simply send it again.
• If remote support is running in another tab of the same browser, a bar at the top says "Remote support is running in another tab · Move to this tab". Press it to show this tab instead.
• Accounts without the Help button can receive these requests too. Make sure the request comes from the agent you are talking to before accepting.

🖼️ Screenshot Agent request card — screen name + time left + [Decline]Accept 📍 tflowx.com · save to images/common/feedback-remote-support-invite.png

🖼️ Screenshot During remote support — red bar at the top + chat box + red dot 📍 tflowx.com · save to images/common/feedback-remote-support.png

💡 Troubleshooting (FAQ)

Q. I want to send this under a different name or email. A. Your name and email are filled in automatically from your login account information and are read-only. To change the account information itself, edit it in Account Management — My Profile.

Q. I want to attach a screenshot. A. The content editor supports image attachments. Just paste or attach your screenshot. For error situations, having an image makes it much faster to identify the cause.

Q. Where can I see the response to the feedback I submitted? A. The development team reviews the feedback received and, if needed, replies to your auto-filled email. There is no separate screen for checking status.

Q. How do I report an urgent error? A. Submit it as feedback, but choose Bug as the category and include the steps to reproduce along with a screenshot. The more specific the information, the faster it can be handled.

Report a Problem · Remote Support

Q. I can't see the Help button. A. In the main app, open the Lyra chat window — Help is in its header. Report a problem and Remote support are being rolled out gradually, so your account may not have them yet. In that case, use the Feedback screen above.

Q. It says "No agent is available right now". A. No agent is online at the moment. Agents are mostly available on weekdays 10:00–18:00 (Korea time). Use Report a problem in that window and the operations team will get back to you.

Q. Can the agent control my screen during remote support? A. No. The agent can only see your screen, point with the red dot, and send messages. You do all the clicking and typing yourself, and you can end it anytime with End on the bar.