The assistant is available from the Help page and as a button in the corner of every page.
How it answers: it retrieves the most relevant articles from this help centre and answers from them, citing every article it used. You can open any citation to read the source.
What it will not do: invent a feature. It can only cite articles that exist, so it cannot describe a button that is not there — which is the failure mode that makes most product chatbots untrustworthy.
When it does not know, it says so and offers to post your question to the forum, where a person can answer.
Two modes, and it tells you which one you got:
- Grounded — retrieval and quotation from the help centre. This works with no API key at all.
- Model — with an
OPENROUTER_API_KEY(orANTHROPIC_API_KEY) set, the same retrieved articles are synthesised into a more conversational answer by a language model. It is still restricted to the retrieved material, and still cites, and the badge names the model that wrote it. Which models, in what order, and what happens when one is down is an operator setting (Admin → Help assistant).
What it only does: answer questions about using Firefly Reels. It will not write code, essays or scripts for you, answer general questions, or take instructions from the chat to behave differently — it says so in one sentence and offers a product question instead. It also refuses to explain how to attack the site, other accounts or the credit system; if you think you have found a security problem, report it through Support and it will be looked at.
Limits: each visitor can ask about 12 questions a minute and 120 an hour. Past that you see "give it a moment" and the articles remain readable directly. Anonymous visitors get fewer model-written answers per hour than signed-in users; when that budget is used the answer is the grounded one, which is still correct.
Rate an answer helpful or not. Unhelpful answers and searches that find nothing are logged — that list is the most valuable thing a help system produces, because it is a list of questions the documentation cannot answer.