Help center
Knowledge base
Find quick answers on setup, omnichannel operations, AI guardrails, and integrations. For implementation specifics, your rollout team supplements these articles with tenant configuration and runbooks.
Getting started
Orientation before you configure modules or connect channels.
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What is Support Master in one paragraph?
An AI-aware omnichannel operating layer: orders, inventory, stores, marketplaces, and growth modules share one spine so ops, finance, and IT see aligned timelines—not parallel spreadsheets.
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How do pilots usually run?
Start with a bounded scope (e.g. one warehouse + two channels), hard success metrics, and a cutover window. Expand when exception queues and recon close meet agreed gates.
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Where do I find pricing and packaging?
See the pricing page; enterprise quotes combine platform, modules, and services.
OMS & inventory
Allocation, exceptions, ATP, and reconciliation concepts.
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How does available-to-promise work across channels?
ATP respects buffers, cut-offs, and channel-specific rules so promos and SLAs do not outrun pick capacity. Overrides are audited.
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What happens when an order is stuck in exception?
Exceptions route to queues with ownership, SLA timers, and optional AI-suggested actions—always with human approval where policy requires it.
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Can we keep ERP as the inventory ledger?
Yes. Support Master orchestrates commerce velocity; posting and master-data rules stay with your ERP—see inventory & OMS.
AI & automation
OmniBrain, guardrails, and safe automation.
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Is AI output explainable to auditors?
Designed for governed use: rationales, thresholds, and logs ship with automation that touches margin, risk, or customer promises.
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Can we disable AI per domain?
Yes—policies are modular. Many teams start with suggestions only, then graduate to auto-actions per queue.
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Where do I read more on OmniBrain?
See OmniBrain AI for positioning; your CSM shares feature flags for your tenant.
Retail & food
Stores, kitchens, and aggregator-adjacent workflows.
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How does ship-from-store interact with online ATP?
Store inventory participates under the same rules as DC stock, with transfer and safety-stock policies you configure.
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Food OS: what about aggregator webhooks?
Ingestion, menu sync, and status callbacks are documented per connector; failure modes retry with idempotency. Start from Food OS.
Integrations & API
Connectors, transports, keys, and webhooks.
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Which systems are supported?
Browse the integrations catalog—marketplaces, PSPs, carriers, ERP patterns, and identity.
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How do I get API keys and OpenAPI?
Request access via API & developers or your account team; production tenants receive versioned hosts and signing secrets.
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Are webhooks signed?
Yes—use the shared secret to verify payloads; replay protection guidance ships with onboarding docs.
Account & security
Access, compliance posture, and data handling (high level).
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Do you support SSO?
Enterprise deployments commonly use SAML 2.0 / OIDC with your IdP—confirm during IT review.
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Where are privacy and data terms?
See privacy and data protection.
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I forgot my password
Use forgot password or ask your admin to reset access.
Still stuck?
Open a ticket from your workspace if you are a customer, or reach out for pre-sales and implementation questions.