Product
Steelhead Customer Service: US-Based Support Plus 24/7 Chatbot Assistance
Identity & metadata
Video title
Steelhead Customer Service: US-Based Support Plus 24/7 Chatbot Assistance
Date published
May 1, 2026
Duration
3:05
Video type
Explainer / Tutorial
Audience
Steelhead users who need fast answers after hours, step-by-step navigation help, or multilingual support alongside
human Support during office hours
human Support during office hours
Video summary
In one sentence
Sonar is Steelhead’s in-app AI support chatbot that combines your prompts with the Steelhead knowledge
base for personalized instructions, definitions, and navigation help 24/7, with private data handling, channel-based chat
history, doc links, and a clear path to submit a Support ticket when you need
a person.
base for personalized instructions, definitions, and navigation help 24/7, with private data handling, channel-based chat
history, doc links, and a clear path to submit a Support ticket when you need
a person.
What this video covers
It frames why Steelhead offers always-on help, introduces Sonar next to the chat bar, and
covers privacy, minimizing versus expanding chat, and keeping answers about Steelhead without exposing private data.
A full example walks inviting Customer Portal users from the homepage Sales area: Customers, Portal
Users, plus Portal User, select contacts, add emails, Add—including inline steps plus links to deeper
docs, images, and videos.
A second scenario covers multilingual teams when full Spanish instructions are not available, encouraging detailed
prompts so Sonar can tailor answers with the knowledge base.
The close contrasts endless chatbot loops with ticket escalation during regular Support hours, summarizes Sonar
alongside existing Support, and invites viewers to try Sonar.
covers privacy, minimizing versus expanding chat, and keeping answers about Steelhead without exposing private data.
A full example walks inviting Customer Portal users from the homepage Sales area: Customers, Portal
Users, plus Portal User, select contacts, add emails, Add—including inline steps plus links to deeper
docs, images, and videos.
A second scenario covers multilingual teams when full Spanish instructions are not available, encouraging detailed
prompts so Sonar can tailor answers with the knowledge base.
The close contrasts endless chatbot loops with ticket escalation during regular Support hours, summarizes Sonar
alongside existing Support, and invites viewers to try Sonar.
Problem it solves
Manufacturing teams work around the clock, but traditional Support hours do not. People still need
accurate how-tos, definitions, and clicks in the right product areas without waiting, and some teams
need help across languages when packaged docs are only in English.
accurate how-tos, definitions, and clicks in the right product areas without waiting, and some teams
need help across languages when packaged docs are only in English.
Key capabilities shown
• Sonar as AI-powered instant support next to the product chat bar, always available to open
and ask
• Answers grounded in the Steelhead knowledge base plus the details you type in your prompt
• Data handling called out as secure and private within Steelhead
• Minimize chat or open the full main chat page from the control shown in the
demo
• Sonar scoped to Steelhead help, on-track guidance, and answers that avoid sharing private information
• Sonar chat channels on the left, archive, and add channels with the plus control
• Worked example: homepage Sales, Customers, Portal Users, plus Portal User, customer selection, contact checkboxes, extra
emails, Add
• Responses that link out to documentation with steps, images, and videos
• Nuanced prompts for multilingual or situational questions; tie-in to Steelhead's knowledge base
• Path to submit a Support ticket; human follow-up during regular Support office hours
• Positioning versus “endless chatbot loops” and alongside existing customer Support
and ask
• Answers grounded in the Steelhead knowledge base plus the details you type in your prompt
• Data handling called out as secure and private within Steelhead
• Minimize chat or open the full main chat page from the control shown in the
demo
• Sonar scoped to Steelhead help, on-track guidance, and answers that avoid sharing private information
• Sonar chat channels on the left, archive, and add channels with the plus control
• Worked example: homepage Sales, Customers, Portal Users, plus Portal User, customer selection, contact checkboxes, extra
emails, Add
• Responses that link out to documentation with steps, images, and videos
• Nuanced prompts for multilingual or situational questions; tie-in to Steelhead's knowledge base
• Path to submit a Support ticket; human follow-up during regular Support office hours
• Positioning versus “endless chatbot loops” and alongside existing customer Support
How the demo flows
• Hook: customers need solutions day or night; Steelhead vision and service promise
• Sonar introduction: 24/7 Steelhead Q&A, chat bar placement, open and ask
• Privacy, minimize, main chat page; what Sonar will and won’t disclose
• Channel list: archive and add
• Example A: refresh Customer Portal invites (navigation and clicks named on screen)
• Doc links and rich help from Sonar’s answer
• Example B: Spanish-speaking colleague; prompt quality; knowledge base tailoring
• Support tickets, office hours, no loop trapping; Sonar plus existing Support
• Close: try Sonar, focus on what matters
• Sonar introduction: 24/7 Steelhead Q&A, chat bar placement, open and ask
• Privacy, minimize, main chat page; what Sonar will and won’t disclose
• Channel list: archive and add
• Example A: refresh Customer Portal invites (navigation and clicks named on screen)
• Doc links and rich help from Sonar’s answer
• Example B: Spanish-speaking colleague; prompt quality; knowledge base tailoring
• Support tickets, office hours, no loop trapping; Sonar plus existing Support
• Close: try Sonar, focus on what matters
Full transcript
Speaker
Voice over / Host
Transcript
[00:00] Our customers work hard at all hours, and we know that there are times that
you need immediate solutions, day or night.
[00:05] At Steelhead, our vision is to elevate manufacturing, and we're building the operating system that
empowers you at every step to help you compete and win with a digital production
floor.
[00:14] Whether it's a quick question or a complex challenge, you can always expect top-notch customer
service from Steelhead.
[00:20] In addition to our regular support hours, we are offering 24/7 answers to your Steelhead
questions.
[00:26] Meet Sonar, your AI-powered instant support chatbot.
[00:30] Ask Sonar for instructions, definitions, and navigational help within Steelhead. Sonar takes the information you
provide in your prompt and aggregates it with the entire Steelhead knowledge base, giving you
personalized answers whenever you need.
[00:43] [Sonar next to chat bar] Right next to the chat bar, Sonar is always ready. Just open the chat and
ask away.
[00:48] We keep your data well protected. Your information within Steelhead is always secure and private.
[00:53] Minimize the chat when you're done or you can click to open it within the
main chat page.
[00:57] Sonar is set up to answer questions about Steelhead, keeping employees on track, and it
can help you find what you're looking for without giving out private information.
[01:05] [Sonar chat channels] Your Sonar chat channels will show up on the left here and you can easily
archive channels and add more with the plus button here.
[01:13] Let's say it's been a while since you've invited a customer to the customer portal
and you could use a little refresher.
[01:19] [portal invite walkthrough] Let's follow these steps. Okay, I'm already logged in. Go to the sales section of
the homepage and click Customers in the sidebar. Click on Portal Users, click the plus
Portal User button from the dropdown, select or type customer name. Check the boxes next
to any contacts to invite, add additional email addresses and click Add.
[01:41] So super easy to follow instructions right in front of me.
[01:44] Then you also have the direct links to some docs pages that have further steps,
information, images, and even videos.
[01:51] What about if I'm trying to explain something to my new Spanish-speaking coworker and we
don't really speak each other's language?
[01:57] No full instructions in Spanish.
[02:03] If you've used AI before, then you know the power of the prompt.
[02:06] A nuanced, detailed prompt is very much encouraged.
[02:09] Sonar can reference the information you feed it and put it together with Steelhead's knowledge
base in order to tailor an answer to you and your unique situation.
[02:17] Tested and designed to give you accurate and up-to-date information.
[02:20] Sonar can help you with extensive concerns and if you need further assistance, it's always
easy to jump to the page where you can submit a support ticket at any
time.
[02:29] You won't be getting stuck in any endless chatbot loops, and once we receive your
support ticket, we'll reach out during our regular support office hours.
[02:37] In addition to Steelhead's current customer support, Sonar provides 24/7 instant support.
[02:42] Sonar doesn't sleep, with context so responses are personalized for you and effortless self-service with
easy access to submit a ticket for further assistance.
[02:52] Ready to experience Sonar working all hours along with you?
[02:56] Don't wait for help, get answers quickly and efficiently, giving you the freedom to focus
on what matters most.
you need immediate solutions, day or night.
[00:05] At Steelhead, our vision is to elevate manufacturing, and we're building the operating system that
empowers you at every step to help you compete and win with a digital production
floor.
[00:14] Whether it's a quick question or a complex challenge, you can always expect top-notch customer
service from Steelhead.
[00:20] In addition to our regular support hours, we are offering 24/7 answers to your Steelhead
questions.
[00:26] Meet Sonar, your AI-powered instant support chatbot.
[00:30] Ask Sonar for instructions, definitions, and navigational help within Steelhead. Sonar takes the information you
provide in your prompt and aggregates it with the entire Steelhead knowledge base, giving you
personalized answers whenever you need.
[00:43] [Sonar next to chat bar] Right next to the chat bar, Sonar is always ready. Just open the chat and
ask away.
[00:48] We keep your data well protected. Your information within Steelhead is always secure and private.
[00:53] Minimize the chat when you're done or you can click to open it within the
main chat page.
[00:57] Sonar is set up to answer questions about Steelhead, keeping employees on track, and it
can help you find what you're looking for without giving out private information.
[01:05] [Sonar chat channels] Your Sonar chat channels will show up on the left here and you can easily
archive channels and add more with the plus button here.
[01:13] Let's say it's been a while since you've invited a customer to the customer portal
and you could use a little refresher.
[01:19] [portal invite walkthrough] Let's follow these steps. Okay, I'm already logged in. Go to the sales section of
the homepage and click Customers in the sidebar. Click on Portal Users, click the plus
Portal User button from the dropdown, select or type customer name. Check the boxes next
to any contacts to invite, add additional email addresses and click Add.
[01:41] So super easy to follow instructions right in front of me.
[01:44] Then you also have the direct links to some docs pages that have further steps,
information, images, and even videos.
[01:51] What about if I'm trying to explain something to my new Spanish-speaking coworker and we
don't really speak each other's language?
[01:57] No full instructions in Spanish.
[02:03] If you've used AI before, then you know the power of the prompt.
[02:06] A nuanced, detailed prompt is very much encouraged.
[02:09] Sonar can reference the information you feed it and put it together with Steelhead's knowledge
base in order to tailor an answer to you and your unique situation.
[02:17] Tested and designed to give you accurate and up-to-date information.
[02:20] Sonar can help you with extensive concerns and if you need further assistance, it's always
easy to jump to the page where you can submit a support ticket at any
time.
[02:29] You won't be getting stuck in any endless chatbot loops, and once we receive your
support ticket, we'll reach out during our regular support office hours.
[02:37] In addition to Steelhead's current customer support, Sonar provides 24/7 instant support.
[02:42] Sonar doesn't sleep, with context so responses are personalized for you and effortless self-service with
easy access to submit a ticket for further assistance.
[02:52] Ready to experience Sonar working all hours along with you?
[02:56] Don't wait for help, get answers quickly and efficiently, giving you the freedom to focus
on what matters most.
Taxonomy tags
Steelhead product area
In-app support; Chat; Customer Portal; Sales / Customers
Feature / module
Sonar; AI support chatbot; knowledge base; Portal Users; Support tickets
Workflow category
Self-service help; onboarding and refresher tasks; escalation to Support
Topics covered
24/7 help; in-app chat; privacy; multilingual prompts; portal invitations; documentation links; human Support handoff