Customer entry
Native messages and contextual feedback inside the appSee the device state before you answer the customer.
Bring the customer conversation together with device identity, firmware, app version, launch context, and recent structured events.
BTX gives connected-device teams one support history for the customer and the product they use. Customer Messages carries the conversation and app entry point; device records and structured telemetry supply the model, software state, and recent events needed to investigate.
Product evidence
Device, firmware, app version, properties, and recent eventsOperator workflow
One customer history across desktop and iOSConnected-device support crosses several systems.
A customer may describe one symptom while the cause sits in device firmware, the companion app, permissions, connectivity, configuration, or a cloud service. A ticket that contains only the description leaves support to reconstruct the product state by hand.
BTX keeps the conversation and the selected product context together, so the first response can start from evidence the app and device already supplied.
Identity
Keep the customer, account, physical device, and ownership relationship explicit.
Software state
Record the firmware, app version, configuration, and relevant rollout state.
Connectivity
Use product-defined network, transport, permission, hub, and last-online events.
Lifecycle
Preserve setup, update, replacement, return, and prior support context.
Send support facts, not every engineering log.
The BTX SDK accepts structured telemetry as an event, level, message, and bounded properties. Product teams choose the state changes and stable error codes that a support operator can understand and act on.
Secrets, credentials, unnecessary personal data, and unbounded raw logs should remain outside the support event contract.
Use one SDK for the customer-facing context.
Customer Messages
Open a native conversation from the product surface where the problem occurred.
Feedback
Collect manual reports and optional screenshot or shake-triggered prompts.
Telemetry and flags
Queue structured product events and retain rollout state that changes the experience.
Push and Community
Notify customers about replies and give product ideas a separate discussion surface.
Connected-device support questions
| Customer report | Evidence to inspect | Support decision |
|---|---|---|
| Device cannot be found | Ownership, permissions, discovery, transport, and last-seen events | Restore setup context or investigate connectivity |
| Device went offline | Last connection, network or hub changes, firmware, and cloud events | Guide a narrow recovery step or escalate the service state |
| Update did not finish | Target version, update stage, battery, connection, and stable error code | Resume safely or identify the failing release path |
| Customer wants a return | Issue history, current device state, prior fixes, and order context | Resolve, replace, or preserve the product reason for follow-up |
Frequently asked
What kinds of connected devices can use BTX?
BTX fits products with a companion app or another authorized client that can identify the customer and send useful support context, including wearables, robots, connected-home products, and other IoT devices.
Does BTX replace engineering observability?
No. BTX gives support the customer-facing slice of product evidence. Engineering can keep deeper traces, metrics, and logs in the systems designed for them.
Does BTX remotely control connected devices?
No general remote-control capability is implied. Any command or automated recovery must remain inside the product’s own authorization, safety, and audit controls.