FAQ
Answers to common questions about the SupportFlow Capture extension.
General
What browsers are supported?
Currently, SupportFlow Capture supports Chrome (version 88+) and other Chromium-based browsers like Edge, Brave, and Arc. Firefox support is planned for a future release.
Is my data secure?
Yes. Extension tokens are stored securely in Chrome's local storage. Screenshots and recordings are only captured when you explicitly click to capture - there's no background data collection. All data is transmitted over HTTPS.
Can I use it on internal/private apps?
Yes! The extension works on any website, including internal apps, localhost, and private networks. Your SupportFlow server just needs to be accessible from your browser.
Does the extension work offline?
You can capture screenshots and create guides offline - they're saved locally. However, you need an internet connection to upload guides to SupportFlow.
Why does the extension need so many permissions?
Each permission enables a specific feature: activeTab for capturing screenshots, tabs for getting page info, storage for saving settings, desktopCapture for recording GIFs/videos, and scripting for element detection. We use only the minimum required permissions.
Guides
How long can videos be?
Videos can be up to 5 minutes long. For longer tutorials, we recommend splitting into multiple guides or using external video hosting and embedding in your knowledge base.
What file formats are supported?
Screenshots are saved as PNG. GIFs are in GIF format with automatic optimization. Videos are recorded as WebM and can optionally be converted to MP4 on the server.
Can I edit guides after uploading?
Yes! After uploading, open the guide in the SupportFlow admin panel. You can edit titles, descriptions, reorder steps, delete steps, and use AI to enhance descriptions.
Can multiple people create guides for the same app?
Yes. Each team member can generate their own extension token from the admin panel. Guides from all team members appear in the same app's guide list.
How do I delete a guide?
Guides are deleted from the SupportFlow admin panel, not the extension. Go to Guides, find the guide, and click the delete button. Unpublished drafts can also be deleted from the extension.
Can I add annotations like arrows and highlights?
Basic annotation tools (arrows, boxes, blur) are available in the extension. For more advanced editing, you can download screenshots and edit them in your preferred image editor before re-uploading.
Help Content
How do I display tagged help content in my app?
Use the SupportFlow SDK's useSelectorTooltips() hook. It automatically finds tagged elements and attaches tooltips. See the Widget Integration guide for setup instructions.
What happens if my app's DOM changes?
Selectors might break if elements change significantly. Use stable selectors like data-testid attributes when possible. The admin panel shows selector health indicators to help identify broken selectors.
Can I A/B test help content?
This feature is planned for a future release. Currently, you can create multiple versions manually and toggle them through the admin panel.
How many tooltips can I create?
There's no hard limit on the number of tooltips. However, for best user experience, we recommend focusing on non-obvious features and avoiding tooltip overload.
Account & Billing
Do I need a paid plan to use the extension?
Every new account starts with a 14-day Team trial (no credit card), which includes the extension, AI features, and all premium capabilities. After the trial you choose a plan — Starter, Team, or Agency. See the pricing page for details.
How many guides can I create?
Guides are stored as knowledge-base articles, so they count toward your plan's article limit: 250 on Starter, 1,000 on Team, and unlimited on Agency. AI features (like AI enhancement) consume monthly AI credits.
Can I use the extension with multiple SupportFlow accounts?
The extension connects to one account at a time. You can switch accounts by disconnecting and entering new credentials in settings.
Technical
Does the extension slow down my browser?
No. The extension only runs when you click the icon or use a keyboard shortcut. It doesn't run in the background or affect page performance.
Why can't I capture certain pages?
Chrome restricts extension access to certain pages for security: chrome:// URLs, the Chrome Web Store, and some enterprise-managed pages cannot be captured.
How do I report a bug?
You can report bugs on our GitHub repository or contact support through the SupportFlow admin panel. Include your Chrome version, extension version, and steps to reproduce the issue.
Is the extension open source?
The extension source code is available on GitHub. Contributions are welcome! See the repository for contribution guidelines.
How do I check my extension version?
Go to chrome://extensions, find SupportFlow Capture, and the version number is displayed below the extension name.
Still Have Questions?
Didn't find what you're looking for? Check out these resources or contact us.