---
id: "12.2"
title: "Help centre, Scoop"
dept: customer-success-and-support
status: draft
owner: Param
branded: true
direction: raccoon
last_verified: "2026-10-26"
sources:
  - "brew/public/live.js:335-351"
  - "brew/legal-pages.js:5-6, 18-48"
  - "brew/auth.js:78, 190"
  - "brew/build.js:94"
  - "brew/confirm-remind.js:84-87"
  - "brew/jam-brief.js:361-363"
  - "brew/jam-mail.js:29, 91-97"
  - "brew/public/app.js:286-290, 409"
  - "memory brew-access-rules, brew-real-connectors, brew-feed-open-moves, brew-pricing-parked"
  - "brand-directions/docs2/data/dirs.json"
  - "brand-directions/raccoon/system.md"
  - "brand-directions/book/content/g.js g-4, checked against the code"
---

# Help centre, Scoop

## Answer

Every help article a brand needs in v1, each a plain answer true for today's product, and where Scoop may add one line.

## Today

There is no help centre today. What a brand can reach:

| What exists | Detail | Source |
|---|---|---|
| Help row | In the account menu, `Help · Email us` opens an email to hello@joinsquareup.com with the brand in the subject | [src: brew/public/live.js:335-339] |
| Privacy and Terms | Short preview pages dated 19 October 2026, with the contact address | [src: brew/legal-pages.js:5-6, 18-48] |
| Delete my data | A sheet that drafts a deletion request and says we delete within 7 days | [src: brew/public/live.js:344-351] |
| Connect sheets | Guided checklists with deep links and copy buttons for each tool | [src: memory brew-real-connectors] |
| The demo stores | demo.joinsquareup.com, pointed to from every outsider wall | [src: brew/public/app.js:286-290] |

The facts each article below rests on:

| Fact | Source |
|---|---|
| Sign in is Google only. Only the brand's own email domain, our staff or an invite opens a brand. | [src: brew/public/app.js:409; memory brew-access-rules] |
| An invite works for 14 days, for the invited Google account only. | [src: brew/auth.js:78, 190] |
| The read looks at the store's public site, public reviews, rivals' sites and their ads in Meta's public Ad Library, and what AI assistants answer. | [src: brew/legal-pages.js:20-21] |
| The brief waits 15 minutes for Check what we read, then goes on with what was read. | [src: brew/build.js:94] |
| On a first read, the Plays start when someone opens the feed. | [src: brew/confirm-remind.js:84-87; memory brew-feed-open-moves] |
| Connected accounts are read only. Keys are stored encrypted. Only the team sees what they show. | [src: brew/legal-pages.js:23] |
| Only an admin connects or disconnects. Teammates can sync. | [src: memory brew-real-connectors] |
| A brief to the brand's own team is copied, never sent. A brief to our team is emailed and tracked. | [src: brew/jam-brief.js:361-363] |
| Every jam email can mute the jam, switch to tags only, or turn emails off. | [src: brew/jam-mail.js:29, 91-97] |
| Plays, cards and drafts are suggestions. Every number shows its source. Check before you spend or publish. | [src: brew/legal-pages.js:41-42] |
| The preview is free and can change or stop. | [src: brew/legal-pages.js:39-40] |
| Pricing is parked until after the design partnership. | [src: memory brew-pricing-parked] |

## Tomorrow

| Version | Tag | Item |
|---|---|---|
| v1 | New | A help centre of the thirteen articles below, opened from Help in the account menu, before the email link. |
| v1 | New | Each answer is plain, names the screen and the button, and is true for the version the brand is on. |
| v1 | New | Scoop may add one line at the top of an article, from the column below. Articles on access, data, money and our team carry none. |
| v1 | Changes | Help stays one tap from a person: every article ends with Email us. |
| v2 | Changes | Articles on posting change when v2 adds posting with a yes on every post. |

### The articles

| # | Article | Plain answer | Scoop's line |
|---|---|---|---|
| 1 | What it does and what it reads | Add your website and sign in with your work Google account. It reads your public site and reviews, your rivals' sites and public ads, and what AI assistants say about your category, then writes your Plays and a feed of ideas. Nothing is posted from it. | “Reading your public pages. About 3 to 4 minutes.”, once the read time is measured |
| 2 | Who can open your brand | Only people with an email at your own domain, people you invite, and our team. A personal email sees a page that points to the demo stores. An invite link works for 14 days. | None. Access stays plain. |
| 3 | Check what we read | After the read, check the facts: fix anything wrong, star your hero products, confirm. If nobody checks within 15 minutes, the brief is written from what was read. You get a reminder after 3 hours and after a day. | “This number is from your store page. If it looks off, confirm it first.”, only on a number that comes from the store page |
| 4 | When your Plays arrive | On a first read your Plays start the moment you open your feed, and land one by one. You get an email when the first ones are in and when all are in. | “Morning. Fresh week, fresh pages. Here is what people said.”, once the Monday drop ships |
| 5 | Connecting your accounts | Your admin connects Shopify, Google Analytics, Meta, Klaviyo, Judge.me and Slack from Connect your tools. Every connection is read only. Your feed then uses your own numbers. | None. Access stays plain. |
| 6 | Your team | Invite people from Invite your team. Anyone who signs in with your company email joins on their own, and your admins get an email. | None |
| 7 | Making it in a jam | Open a card, make it, and ask for changes in the chat. Every version is kept. | Words only: Scribble again, and The stack for versions |
| 8 | Sharing the brief | Share the brief copies it with a read only link for your own team, and nothing is sent. You can also download a PDF or open an email draft with the files. | “Brief copied. Slip it to whoever ships it.” |
| 9 | Sending a brief to our team | Pick our team in Send to. We get the brief and files by email, and you see where it stands in the top bar: received, in progress, needs info or delivered. | None. A person handles it. |
| 10 | Fewer emails | Every jam email has Mute this jam, Only when I'm tagged and a link to turn emails off. The weekly email has its own link at the bottom. | None |
| 11 | Your data and deleting it | Your read, Plays, jams and connected numbers are seen only by your team. To delete, use Delete my data in the account menu. We delete within 7 days and reply when it is done. | None. Privacy stays plain. |
| 12 | Limits and price | Reads are limited while we build: one new brand an hour from one network, and a daily reading budget. The preview is free. Pricing comes later, and you hear before anything changes. | “Notepad full for now. Each read costs real time, so we keep a cap while we build.” on the limit only. None on price. |
| 13 | When something breaks | The screen says what happened, what is safe and one way out. If it keeps happening, use Help in the account menu and a person replies. | “Oops. Tripped over my own tail. Give me a second and try that again.” |

### Scoop's rules for these lines

- Talk to you about your store. Scoop talks about itself for four words at most.
- One idea per line, two sentences at most.
- Say what the read looks at whenever reading happens: public pages, and read only connections if any.
- Describe rivals by patterns across what runs in a category. No names or logos.
- A person, never Scoop, handles money, privacy, apologies and anyone upset.

[src: brand-directions/docs2/data/dirs.json; brand-directions/raccoon/system.md]

Lines Scoop never says, in any of these:

- “I posted it for you.”
- “Your sales went up this week.”
- “I looked through your inbox.”
- “Your rival, named, is losing customers.”
- “Psst, upgrade for more.”

[src: brand-directions/docs2/data/dirs.json]

## How we do it

1. Write each answer from the code at brew origin/main, never from a plan. If the code changes, the article changes in the same week.
2. Keep each answer to what the screen says and which button to press.
3. Add Scoop's line only from the approved lines or the words table, and only where the column allows it.
4. Check every answer against the facts table in Today before it ships.

   ```bash
   cd /Users/param/Documents/ChatGPT/handbook && node check.mjs
   ```

## Numbers

| Metric | Definition | Where measured | State |
|---|---|---|---|
| Help emails | Emails to hello@ that came from the Help row, by brand per week | hello@ inbox, subject starts with Brew help | Proposed |
| Article views | Opens per article per week | to be added with the help centre | Proposed |
| Answered by an article | Help emails whose answer was already an article | hello@ inbox, labelled | Proposed |

## Open

1. Where does the help centre live? Proposal: inside the product, from Help in the account menu, as one page with thirteen sections.
2. Is the 7 day deletion promise ours to keep on production? Proposal: yes. The deletion tool, `db/delete-brand.mjs`, is on origin/main and reaches production with the next promote; until then an engineer does it by hand within 7 days.
3. Do we publish the read limits by number? Proposal: say they exist and that a person can lift them, without numbers that can change.
4. The read line promises 3 to 4 minutes. Proposal: measure ten first reads on production before it ships.