Support
A person answers
Backyard Software is small, which has one real advantage: when you write in, the reply comes from somebody who knows how the product works rather than from a queue.
Before you start
What you need to run it
Google Chrome 128 or later
On Windows or macOS. SuzyQ is a Chrome extension and lives in the browser's side panel; it does not run outside Chrome and it does not run while Chrome is closed.
A CRM that runs in the browser
Anything you work in a Chrome tab. SuzyQ records what you do on the page rather than plugging into one vendor's API, which is why it is not tied to a particular CRM.
A softphone in a tab, if you want listening
Live call listening reads the audio of the call tab. Recording and replaying scripts work with any phone at all, including one on your desk.
First
Two things that answer most questions faster than we can
Ask SuzyQ, in the panel
The Ask button in the panel header opens an assistant that runs on your own machine and checks the things you would otherwise have to hunt for: whether each microphone is actually on, whether voice triggers are switched off or only paused, whether the page you are on is one extensions are allowed to touch at all.
Say what is happening in ordinary words. It only looks - it never changes anything - so it is safe to use in the middle of a call.
The manual is inside the product
? Help in the panel header opens the full manual, and every panel has its own ? that jumps straight to the chapter about that panel. It is written for the person using it on live calls, not as a feature list - each chapter ends with an "if it goes wrong" section.
There is a separate administrator guide for whoever builds the scripts and the call script for a team.
Common
Things that trip people up on day one
I cannot find the record button
It is not on the main screen. Press the gear to go into Settings, open Manage scripts, and the button is there labelled New script, next to + New group. This catches everybody once. It is deliberate - you go into Settings on purpose, so a script cannot be started or altered by accident while you are working a call.
A script row has no Run button
The script's name is the button. Click the name and it runs. There is no Edit, View or Delete on the main screen either, for the same reason - changing a script is done in Settings.
A panel I read about is not on my screen
Two likely reasons. Its group may be folded - group title bars fold the whole group, contents and all. Or whoever set up your install did not place that panel, in which case it is hidden rather than deleted and putting it back restores it exactly as it was.
The microphone will not start after I install an update
Quit Chrome completely and open it again. After an extension reloads, the previous copy can still be holding the microphone, and nothing inside the browser can take it back. A full restart always clears it.
A step says it cannot find an element
Usually the run was pointed at a different tab than the control lives in - the message names the page it searched and how many frames it looked in. If the control really is in another window, that window has to be the active one when the script runs, or the script belongs in the Email lane so it drives its own window.
Contact
Write to us
Tell us what you were doing, what you expected, and what happened instead. If it is something in the panel, the dev log inside Settings will usually have the detail we need - say so and we will tell you where to find it.
Support
Something is not working, or you are stuck on how to build something.
Privacy
Questions about the privacy policy, or from someone's IT department.
Backyard Software LLC, Arizona, United States. We aim to reply within one business day.