Endpoint Assist

Desk edge-dogfood. Playbook: Email client setup.

Download for Windows. Unzip that package, then pair and apply with Node 22 from the unzipped folder. Do not run as Administrator. Type approve for each apply. The pairing token is not in the download.

Open a conversation to see its id. This frame does not send ticket text anywhere.

Queue label endpoint-assist. Escalated label endpoint-assist-escalated. Attributes endpoint_assist_playbook, endpoint_assist_client, endpoint_assist_state.

Outlook

1. Confirm the mailbox address on the ticket and which host serves it (Microsoft 365, or the mail provider written for this customer). If the hostnames are in this tenant's stack KB, use those.
2. In Outlook (desktop or on the web), add an account for that address. Use Microsoft 365 / Exchange automatic setup when the mailbox is on Microsoft 365.
3. If automatic setup stops, enter the incoming and outgoing servers published by that provider or stored in this tenant's KB. Usual secure ports are IMAP 993 and SMTP 587. Do not invent a hostname.
4. Sign in inside Outlook. Do not ask the customer to paste a password or app password into the Chatwoot ticket.
5. Send a test message from the new account to the same address and confirm it arrives in the inbox.
6. If a step fails or the customer is stuck, escalate to a human on this desk. Leave the conversation open.

Apple Mail

1. Confirm the mailbox address and the provider (iCloud, Microsoft 365 / Exchange, or another host documented for this tenant).
2. Open Apple Mail, choose Add Account, and pick that provider. Use Exchange for a Microsoft 365 mailbox.
3. For Other Mail Account, use the incoming and outgoing servers from the provider or this tenant's KB. Leave SSL on. Do not turn certificate checks off to force the account to save.
4. Sign in inside Apple Mail. Do not collect the mailbox password in the ticket.
5. Send a test message to the same address and confirm it arrives.
6. If a step fails or the customer is stuck, escalate to a human on this desk. Leave the conversation open.

Outlook on a paired Windows PC: diagnose, propose the profile diff, desk operator approves, the person at the PC types approve, then the agent writes the profile. It does not run as admin and it does not store a mailbox password.

Stuck: escalate to a human. The conversation stays open. Do not collect a mailbox password here.