ResolveGrid AI Assistant User Guide

What the assistant is for

The ResolveGrid AI Assistant is a chat agent for technicians working on equipment in the field. You tell it what machine you're on and what's wrong, and it walks you toward a fix using your organization's own service manuals, knowledge base articles, videos, and procedures.

It can:

• Figure out which asset you're working on — from a model/name you type or speak or a photo you scan or a video you display.
• Diagnose conversationally, one step at a time — often asking you to scan the display or confirm a reading before it commits to a fix.
• Surface video walkthroughs and step-by-step guidance pulled from the published content.
• Show reference articles from the knowledge base to back up its answers.
• Hand you off to a live human expert, with a full summary of what you've already done.

Everything it tells you comes from content your organization has published into ResolveGrid — it is not a general-purpose chatbot guessing from the open Internet.

Before you start

You need:

1. A signed-in session. The assistant only opens for a signed-in ResolveGrid user. If you're not signed in, you'll be sent to a login screen.
2. You can access the assistant via your desktop/laptop browser (Google Chrome recommended, but will work with Edge, Chromium-based browsers, and Safari).
3. You can also log in via the ResolveGrid mobile app (iOS or Android).
4. Published content for your equipment. The assistant can only help with assets your organization has published into ResolveGrid. In this example, the Brother HL-L8360CDW printer is already published, so the assistant has its guides, photos, and videos available. Certain behaviors have been pre-scripted for this example.

The ResolveGrid portal home. The floating assistant lives at the bottom-right.

The ResolveGrid mobile app login sequence.

Opening the assistant

Tap the floating assistant button at the bottom-right of the screen (its accessible label is Open AI assistant). A chat panel titled ResolveGrid slides out on the right.

The assistant panel opens on the right side of the screen.

When it first opens, you'll see a “Welcome to ResolveGrid!” message and a text box that says “Ask anything.” This welcome message is configurable by your account administrator.

The starting state: a welcome message and the “Ask anything” box.

If the box briefly reads “Warming up assistant...” with a Starting up agent spinner, give it a moment — it switches to “Ask anything” when it's ready.

If desired, your administrator can adjust the startup sequence to present you with a few questions, items to check, steps to take. If no such customization is created, you'll be offered a clean slate with the agent.

The controls along the bottom of the box are:

• + — attach a photo or video
• eye — scan an asset with the camera
• microphone — start a live voice session
• arrow — send your message
• Live Expert (bottom-right) — connect to a human expert
• a small timer (bottom-left) showing how long you've been in this session

The basics: asking a question

1. Type your question in the box at the bottom.
2. Press Enter to send (use Shift+Enter for a new line).
3. The assistant streams its answer. While it's working you'll see short status notes (for example Searching documentation or Checking the manual).
4. To stop a response mid-stream, press the Stop button. The reply is marked “Stopped.” — that's a halt, not an error.

Good first messages:

• My Brother HL-L8360CDW keeps jamming paper — machine plus a symptom
• The print quality is faded with vertical streaks — a symptom
• How do I replace the toner cartridge? — a task

The more specific you are (machine + symptom, or a photo), the faster it gets to a useful answer.

Telling the ResolveGrid AI Agent which machine you're on

The AI agent does its best work once it knows the exact asset. The quickest way is to name it in your first message or scan it with your camera. When it recognizes the machine, it locks on and shows a Selected Asset card (with the asset's photo and model) and a model bar at the top of the chat.

After naming the printer, the HL-L8360CDW asset is selected. The assistant confirms the model, explains its first move, and asks you to scan the display.

You can also:

• Pick a site from the “Select a site” dropdown at the top of the panel, if your organization uses sites.
• Scan the machine with the camera.

If the model you typed doesn't exactly match the published one: the assistant reconciles it and tells you. In this example, typing HL-L8260CDW still resolves to the published HL-L8360CDW asset, and the assistant notes the discrepancy so you can confirm the correct model on site.

If it doesn't recognize what you typed at all: it won't pretend. It asks you to type the model number or send a photo so it can identify the asset.

How the assistant guides you to a fix

Once the assistant knows your asset and what's wrong, it diagnoses one step at a time rather than dumping a generic answer. For the Brother printer it:

1. States the likely cause in plain language (for example, “Faded output with light vertical streaks usually points to a low or uneven toner cartridge”).
2. Asks you to confirm real-world state — most often by scanning the LCD display so it can read the exact error message, status, or toner/drum warning before committing to a fix. Look for the TAP TO SCAN button in its reply.
3. Narrows to the fix once it has that reading, and points you to the right procedure, video, or reference article.

A faded-print symptom: the assistant names the likely cause, then asks you to scan the LCD before it commits — with a TAP TO SCAN button and reference articles beneath.

You can always type a free-text reply instead — for example, describe the display reading in words (“it says Replace Toner”) and the assistant will continue from there.

Content varies by asset. Depending on how your organization authored the content, some assets present a multiple-choice diagnostic (one question at a time with a Submit button) or open a full-screen step-by-step workflow. The Brother printer in this example is authored to be scan-first with video walkthroughs, so those particular cards don't appear here.

Scanning the display or asset with the camera

Scanning is central to the printer workflow — it's how the assistant reads the LCD and confirms the machine.

1. Tap TAP TO SCAN in the assistant's reply (or the eye icon in the message box).
2. The scan panel opens with three tabs: Camera, Image, and Video.
   • Camera — point at the printer's display or body; it scans live (you'll see a countdown and a Scanning... indicator).
   • Image — Drop an image or click to select an existing photo; it matches against all indexed assets.
   • Video — check a short clip for a match.

The Camera tab actively scanning. While the scan loads, the assistant already offers a relevant video walkthrough beneath the chat.

The Image tab: drop or select a photo to match against all indexed assets.

Notes and limits:

• The assistant only confirms a match when it's confident enough. If it can't identify the machine you'll see “No match found” — improve the lighting/angle, or just type the model.
• The camera needs permission. If it's blocked you'll see a “Camera access denied...” message. Allow camera access and retry.
• To leave the scanner without a match, close the scan panel and keep typing.

Video walkthroughs and reference articles

Video walkthroughs. When a short video is the fastest way to show a fix, the assistant drops a video card right in the chat — for example “Clear paper jam from back of printer.” Tap it to play the clip. In the scan example above, the assistant offered the jam-clearing video while the scan was still loading, so you're never left waiting.

Reference articles. Under an answer you'll often see a “Reference articles (N)” link. Tap it to expand the knowledge-base sources the assistant used, so you can read the original text and verify the guidance.

Expanding “Reference articles” reveals the knowledge-base sections behind the answer.

Each reference shows the section title and, where available, the source page — so you can open the original document to confirm the guidance yourself.

Attaching photos and video

Add media to any message with the + button.

• Photos are sent immediately once selected (they're automatically shrunk so they upload fast). HEIC photos are converted for you.
• Videos attach as a chip first — add a caption describing the problem, then send.

Limits:

• Photos are compressed automatically; if one is still too big you'll see “Image is too large even after maximum compression. Please try a smaller photo.”
• Video: 20 MB max and 30 seconds max. Supported formats: MP4, MOV, WebM, AVI, MKV.

A photo of the printer, the LCD display, or a smudged/streaked test page usually gets you to an answer faster than describing it.

Talking to the assistant (live voice)

If enabled for your organization, you can talk instead of type.

1. Tap the microphone button (Start live voice session).
2. Wait for “Connecting...”, then “Voice live.”
3. Speak your question; it's sent to the chat like a typed message, and responses can be read back to you.
4. Tap the mic again to disconnect. Muted shows when your mic is off.

If voice can't connect, you'll get an on-screen error and can fall back to typing.

Escalating to a live expert

When self-service isn't enough, bring in a human. The AI agent can do this automatically when it determines that it's appropriate or the end user can trigger the escalation.

1. Tap Live Expert (bottom-right of the chat). It's available once you've started a conversation.
2. If your organization defines escalation criteria, you'll first confirm a short checklist, then tap Confirm.
3. The assistant prepares an expert briefing from your session — the asset, the problem, what you've already tried, what's unresolved, and where the expert should focus — plus a Session ID you can copy.
4. Tap Request Help to send it.

The expert briefing is generated automatically from your session before you request help — asset, summary, problem, what was already tried, and what's still unresolved.

What you'll see next:

• Success: “Help request sent! A live expert will be notified.”
• If there are no experts available, the system will respond with: “No experts are currently available. Please try again later.”
• If an expert is available and picks it up, you'll see an indication that an expert has joined the call and a Click To Join prompt appears so you can join the live session.

Live Expert isn't offered in every embedded context — for example, when you're already on a live support call, the handoff is handled by the host app and the in-chat button is hidden.

Managing your session

• Reset. Open the options menu (⋮, top-right of the panel) and choose Reset to clear the conversation and start fresh.
• Session timer. The small timer at the bottom-left shows how long you've been on the current session.
• Auto-reset when idle. If you leave the assistant untouched for 2 hours, your next visit starts a fresh session automatically.
• Language. The assistant supports English, French, German, Italian, Portuguese, Spanish, Indonesian, Japanese, Malay, and Simplified Chinese, and usually follows your portal language setting.
• Text size. Use the A / A control (top-right of the panel) to make the chat easier to read; on touch screens you can pinch to zoom.

Worked example: Brother HL-L8360CDW paper jam, start to finish

Scenario: A technician is sent to a Brother HL-L8360CDW color laser printer that keeps jamming paper.

1. Open the assistant from the floating button.
2. Describe the problem and name the machine: type My Brother HL-L8360CDW keeps jamming paper. The assistant sets Selected Asset: HL-L8360CDW, confirms paper jams are usually quick to clear, and asks you to scan the LCD to pinpoint where the jam is.

Step 2 — the assistant locks onto the HL-L8360CDW asset and asks you to scan the display.

1. Scan the display: tap TAP TO SCAN and point the camera at the printer's LCD. While the scan loads, the assistant already offers a video walkthrough — “Clear paper jam from back of printer” — the most common jam location on this model.

Step 3 — scanning the LCD while a jam-clearing video walkthrough is already offered.

1. Prefer to upload a photo? Switch to the Image tab and drop a picture of the display or jam area; it matches against all indexed assets.

Step 4 — the Image tab matches an uploaded photo against all indexed assets.

1. Check the sources if you want the original text: expand Reference articles.

Step 5 — expanding Reference articles to read the knowledge-base sources.

1. Still stuck? Tap Live Expert. The AI Agent hands the expert a full briefing (asset, problem, what you tried, what's unresolved) so you don't have to repeat yourself.

Step 6 — the auto-generated expert briefing sent with your help request.

Common problems and what they mean

Known limitations 

• It only knows your published content. If a guide, article, video, or asset hasn't been published into ResolveGrid, the assistant can't help with it — and won't invent an answer.
• It's not a general web chatbot. It's grounded in your organization's service content for troubleshooting real assets.
• It works one asset at a time (unless your admin enables multi-asset scope).
• Scans need a confident match. Low-confidence camera views won't auto-select an asset; you may need to type the model/name.
• Media limits apply: photos are auto-compressed; video is capped at 20 MB / 30 seconds.
• Live Expert depends on availability and isn't offered in every embedded context.
• Sessions reset after 2 hours idle.
• Diagnosis is guided, not instant. For many issues the assistant asks you to scan the display or confirm a reading first, so it can point you to the right fix instead of guessing.

FAQ

Do I have to type the exact model number?

No. You can describe the printer in plain words, scan it, or send a photo. If you type a close-but-not-exact model, the assistant reconciles it and tells you which published model it matched.

Why is it asking me to scan the display instead of just answering?

That's the guided diagnosis. Reading the actual LCD status (error message, toner/drum warning) lets it point you to the right fix instead of guessing. You can also just type what the display says.

Where do the answers come from?

From your organization's published service guides, knowledge-base articles, and videos. Reference articles show their source so you can verify the guidance.

Can I use it in another language?

Yes — ten languages are supported. It usually follows your portal language setting.

Can I talk to a real person?

Yes — tap Live Expert once you've started a chat. It sends the expert a full summary of your session automatically.

It says nothing is available / it can't help with my machine. Why?

Most likely the content for that asset hasn't been published yet. Check with your ResolveGrid admin.

My conversation disappeared.

If you were idle for a couple of hours, or you reset the session, you'll get a clean session. That's expected.