Support

Use these contacts for personal support if documentation does not answer a question:

• Email: support@pano.cool
• Facebook Messenger: https://facebook.com/360panocool

The PanoCool Assistant is the chat bubble in a corner of pano.cool pages. Click it to open a panel with Ask or Ask Pro, Guides, Email us, Report an issue and Request a feature.

• It shows on pano.cool pages, but not on public tours, portfolio pages (pano.cool/@{username}) or custom and white-label domains.
• Drag it up or down; it snaps to the left or right edge of the screen.
• Some features offer common questions as buttons, such as the intro of AI Auto Connect in the editor. A click opens the assistant and asks the question in Ask Pro on a plan that includes it, or in Ask otherwise. AI Auto Connect closes first, since the assistant can’t open over it; open it again from the Elements tab to carry on.

• Ask is free for everyone, including visitors who aren’t signed in. It answers from PanoCool’s guides through outside AI services that may keep your messages to improve their AI, so don’t share passwords or personal details in Ask. It has a daily question limit, which is higher when you’re signed in.
• Ask Pro comes with the Cool, Super Cool and Enterprise plans. It uses a more capable AI service, and Ask Pro chats are never used to train AI. Subscribers see Ask Pro only; on Hobby, Ask Pro shows an upgrade message.
• Answers are written automatically and can be wrong, so check anything important.
• Signed in, the assistant knows your plan, so it can tell you whether your plan includes a feature. It also knows when your plan renews or ends, any storage add-on, the storage you use and the AI edits you have left. These details can be up to 5 minutes old.
• When a short question could mean different features, such as “disable mapping”, the assistant may first ask which one you mean.
• An answer can end with a PanoCool video or article about the same thing, from the Learning Center. Links open in a new tab.
• Signed in, your chats are saved: opening the assistant within a day picks up your last conversation, and New conversation in its ⋮ menu starts a fresh one. Chats are kept for 12 months, and PanoCool’s support team can read them to help you. Chats of visitors who aren’t signed in aren’t saved; they stay in the browser tab.
• Rate the latest answer with Solved or Still stuck (Still stuck lets you add a note for the team), and earlier answers with 👍 or 👎.

• You need to be signed in. Visitors who aren’t signed in are asked to sign in first.
• Describe what went wrong. You can add a screenshot of the page and the page’s recent technical messages; passwords, sign-in details and email addresses are removed from those messages.
• Up to 10 reports a day. Only PanoCool’s support team sees reports, and they’re deleted after 15 days.

• On the Cool plan you can send 2 new requests a day; on Super Cool and Enterprise, 5. On Hobby, Request a feature shows an upgrade message.
• Write the request with text and up to 10 images, from the assistant or on your Requests page. The Requests page at https://pano.cool/account/requests lists your requests and their status: Received, Planned, In progress, Done, Not planned or Merged.
• Follow up on a request with more text or images. PanoCool emails you when a request is done or won’t be planned, and when the team replies.
• Requests that ask for the same thing may be merged: yours then follows the main request, and you get its emails.

• When you’re signed in, the assistant keeps a few short notes from your chats, such as the camera you use or what you build, so its answers fit you better. Notes from Ask Pro chats are only used in Ask Pro.
• The notes aren’t shown in your account. To turn memory off (which also clears the notes) or to clear them, open https://pano.cool/account/settings?tab=support and use Account settings › Help & support.
• Notes are deleted 12 months after the assistant last added one. For a copy of your notes, write to support@pano.cool.

• The × on the bubble hides it straight away in the current browser tab. It comes back when you open PanoCool in a new tab.
• Turn off chat bubble in the assistant’s ⋮ menu hides it on every device you sign in on, or in this browser if you aren’t signed in. A note says how to bring it back, with Undo.
• To bring it back, use Show chat bubble in the menu (open the assistant from Chat with PanoCool Assistant at the bottom of pano.cool pages, or from Support in the editor), or switch on Show the PanoCool Assistant bubble in Account settings › Help & support.