Find Customer App help
Customer App can present more than one surface that looks like help. The Profile Help area and the communication control in Order Details are separate journeys with different data and effects.
The current Order Details help-style control opens an order-message journey and can request message-read state. It is not the Profile CMS Help topic list. This guide does not promise one order-specific CMS support flow.
Separate the help surfaces
| Surface | What it can show | Important boundary |
|---|---|---|
| Profile Help | A dynamic list of help-topic names, selected topic content, and a recent-orders section | Topic audience, category, completeness, body safety, and availability are not established universally |
| Order Details communication control | The order's business-message journey | Opening can request read state; it does not open Profile CMS Help |
| Message thread | Existing business or driver conversation state and supported send controls | Reading, sending, media, realtime, and push have separate authorization and settlement |
| External destination | A provider-, browser-, phone-, email-, or other system-owned handoff when an approved option exposes one | Visibility does not prove destination trust, availability, completion, or Customer App state change |
Use only the help surface and label currently shown. Do not treat the same icon, the word “Help,” or a recent order as proof that two paths have the same owner.
Profile Help topics are dynamic
Profile Help content can come from a managed page collection rather than from the current order. Customer App can show:
- a loading list;
- topic names;
- selected topic content;
- an empty or unavailable topic;
- an error; and
- recent orders when that section can load.
A topic name does not prove that its body is present, current, intended for the customer, or safe to execute as interactive content. An empty list or missing body does not identify whether the cause is audience, category, publication, configuration, connection, or content state.
Recent orders are a separate data surface
Profile Help can include a recent-orders section. Opening Help therefore is not necessarily a static page: order reads, images, realtime state, and refresh can have their own loading, privacy, freshness, and cleanup boundaries.
Do not infer that a missing recent order is hidden intentionally, that a shown order is current, or that selecting it grants access to every order detail or action.
Topic bodies and external content stay pre-action
Selected topic content can cross a rendered-content or external-destination boundary. Do not enter information, submit a form, download a file, open a link, place a call, send email, start a provider, or share order/account data for documentation or troubleshooting.
A future accepted implementation must restrict content audience and category, use a reviewed safe rendering contract, contain navigation and external resources, and require a clear confirmation before an approved external destination. The current pinned paths do not establish that complete contract.
Order Details help-style action is messaging
For an active order, the life-saver-style control in Order Details can open the business-message journey. That transition can also request that messages be marked read. It does not establish:
- a CMS topic for the order;
- a new support case;
- successful contact with the business;
- message delivery or response;
- an external support destination; or
- a safe retry after an error.
Use Order messages for the message-specific boundary. Do not repeatedly open the control to test read or contact behavior.
Troubleshooting safely
Profile Help is missing
Help visibility can depend on the current account, app experience, and presentation. A missing row does not prove that support is unavailable or that another contact path is authorized.
The topic list is loading, empty, or reports an error
Keep the current screen unchanged and avoid repeated refresh. Do not guess a topic destination or reuse content from another app, account, business, or environment.
A selected topic shows no content
Return to the visible topic list. Do not edit a link, inspect private page data, or substitute another topic reference.
A topic contains an interactive or external element
Stop before the action. Record only the value-free topic/state class and report it to the content-security owner. Do not include the body, destination, account, or order details in screenshots or tickets.
Recent orders are missing or stale
Review Orders through the trusted in-app Orders surface. Do not use Help to infer order ownership, current status, messaging, cancellation, refund, or payment state.
Order Details opens messages instead of help topics
That is the current source boundary. Treat it as order messaging and follow the message guide; do not expect Profile CMS Help.
Accessibility and privacy
Help topics, recent orders, message controls, rendered content, and external handoffs need clear names and roles. A selected topic should move focus to a heading or safe content start; loading/error state should be announced; Back should return predictably; and large text must keep the topic and safe-return control reachable.
Interactive content must not expose unlabeled controls, trap focus, execute unexpected navigation, or speak raw destinations/private data. Keep customer, order, message, payment, location, provider, page-body, and destination details out of public screenshots and diagnostics.
When to recertify
Repeat isolated review after changes to Profile menu visibility, CMS audience or category, topic list/detail parity, content rendering, Last Orders reads/socket/ media, Order Details messaging/read behavior, external-destination handling, focus/accessibility, or App/shared-components/API authority pins.
Related references: Customer App overview · View orders · Order details · Order messages · Customer App configuration boundaries · Native integration boundaries