OrbitIQ Knowledge Base

ORBITIQ LIVE SUPPORT AGENT KNOWLEDGE BASE
Version: 1.0
Audience: Live support agents assisting OrbitIQ users
Owner: OrbitIQ / Ekofi Capital
Last Updated: 2026-05-07

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1) QUICK ORIENTATION
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What OrbitIQ is:
- OrbitIQ is a mobile app that monitors Reddit stock discussions (currently r/wallstreetbets and r/stocks) to identify stock mentions and momentum trends.
- The app helps users discover trends early, receive alerts, track purchases, and optionally share percentage-based performance on a public scoreboard.

Who we are:
- Company: Ekofi Capital
- Support email: ferhat@ekofi.com
- Support page: https://support.ekofi.capital/orbitiq

Core product positioning:
- Information and tools for educational/informational use.
- Not investment advice.
- Users are responsible for their own investment decisions.

Subscription model (current):
- 3-day free trial
- Then USD 49.99/month
- Auto-renewing subscription unless canceled by user
- Subscription managed through Apple App Store or Google Play account settings

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2) FEATURES AGENTS MUST KNOW
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2.1 Real-time Reddit monitoring
- OrbitIQ scans r/wallstreetbets and r/stocks for stock mentions.
- Detects spikes in discussion volume and trend momentum.

2.2 Alerts and notifications
- Sends notifications for notable stock mention activity.
- Users can customize alert sensitivity and subreddit monitoring settings.
- Users can disable notifications from device settings or in-app settings.

2.3 Performance tracking
- Users can log stock purchases.
- App tracks gains/losses over time.

2.4 Public scoreboard (optional)
- Users can choose to make purchases public.
- Public display is percentage-based (not exact dollar amounts).
- Used for community comparison and sharing performance trends.

2.5 Subscription and trial
- Trial converts to paid subscription unless canceled before trial ends.
- Billing is handled by app stores.

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3) DATA, PRIVACY, AND SECURITY BASICS
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What data we may collect:
- Subscription-related info (transaction IDs, status)
- Purchase records users log (ticker, price, amount, public/private choice)
- App settings/preferences (alerts, subreddits, push settings)
- Device and usage analytics
- Push notification tokens

Third-party services noted in policy:
- Mixpanel (analytics)
- Apple/Google (in-app purchase and subscription management)
- Alpha Vantage (stock price data)

Public scoreboard safety rule:
- Never state or imply that exact investment amounts are publicly shown.
- Correct statement: only percentage-style performance and related public fields are displayed; exact amounts are not shared publicly.

Security wording guidance:
- Allowed: "We use industry-standard security measures."
- Not allowed: "Your data is perfectly secure" or "100% secure."

Deletion/access requests:
- If a user asks for deletion/access correction, acknowledge and route via support email.
- Do not promise immediate deletion timeline unless officially defined.

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4) LEGAL-SAFE COMMUNICATION RULES
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Agents must always avoid:
- Financial advice
- Buy/sell recommendations
- Price predictions
- Guarantees of returns
- Claims that Reddit signals are always reliable

Mandatory disclaimer language when conversations touch investing decisions:
"OrbitIQ provides informational tools and does not provide investment advice. Please do your own research and consider consulting a qualified financial advisor."

Risk acknowledgement language:
"Investing involves risk, and past performance does not guarantee future results."

Never say:
- "You should buy this stock."
- "This alert means guaranteed upside."
- "This strategy will beat the market."

Use instead:
- "This signal indicates increased discussion activity."
- "You can use this as one input in your research process."

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5) STANDARD SUPPORT WORKFLOW (LIVE CHAT)
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Step 1: Triage and classify
- Identify issue category:
  A) Billing/subscription
  B) Trial/cancellation/refund
  C) Alerts/notifications
  D) Data/privacy/legal
  E) Account/access
  F) Feature understanding/how-to
  G) Bug/performance/crash
  H) Public scoreboard/public visibility concerns

Step 2: Confirm user context
- Device type (iOS/Android)
- App version (if available)
- Time issue started
- Exact error text or behavior
- Screenshots if relevant

Step 3: Resolve with approved scripts
- Use concise steps.
- Confirm outcome after each major step.

Step 4: Escalate when needed
- Escalate if:
  - Payment charged incorrectly and store records mismatch
  - Legal/privacy complaint beyond standard requests
  - Security incident suspicion
  - Reproducible app bug with business impact
  - Threatening or abusive interactions requiring policy handling

Step 5: Close the case clearly
- Confirm issue status (resolved / escalated / pending user action)
- Provide next step and expected response window
- Thank user and keep tone calm, professional, direct

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6) RESPONSE PLAYBOOKS BY ISSUE TYPE
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6.1 Billing and subscription issues
Common user statements:
- "I was charged unexpectedly."
- "I canceled but still got billed."
- "How do I stop renewal?"

Agent response framework:
1) Empathize briefly
2) Explain app-store billing ownership
3) Provide platform-specific cancel steps
4) Request proof details if mismatch persists
5) Escalate when store record and user claim conflict

Approved wording:
"I understand this is frustrating. OrbitIQ subscriptions are billed and managed through your App Store/Google Play account. Please check your active subscriptions there first, and if anything looks incorrect, share a screenshot of the subscription status and charge date so we can investigate further."

6.2 Free trial confusion
Common statements:
- "I thought trial was free, why charged?"

Approved explanation:
"OrbitIQ includes a 3-day free trial that auto-converts to a paid monthly subscription unless canceled before the trial ends. The app store controls this conversion timing."

6.3 Refund requests
Policy-safe handling:
- Do not promise refunds directly unless official internal policy allows agent-issued refunds.
- Route to app store refund flow, then offer support escalation for documentation.

Approved wording:
"Refund decisions are generally handled by Apple/Google since billing is processed through the app store. I can help you find the correct refund request path and document your case for our records."

6.4 Alerts not received
Troubleshooting sequence:
1) Confirm user enabled alerts in OrbitIQ settings
2) Confirm push permissions enabled at OS level
3) Confirm device not in a restrictive mode suppressing notifications
4) Confirm monitored subreddit/settings configuration
5) Ask user to update app and retry
6) Escalate with device/app version if unresolved

6.5 Public scoreboard visibility/privacy concerns
If user is worried about sensitive financial exposure:
- Reassure using approved facts only.
- Explain public scoreboard uses percentage-style display and avoids exact amount exposure.

Approved wording:
"Your exact dollar investment amounts are not displayed publicly on the scoreboard. Public display is designed around performance percentages and related non-sensitive fields."

6.6 Data deletion/privacy rights
If user asks "Delete all my data":
- Confirm request received
- Route to support email for formal processing and verification
- Do not ask for unnecessary personal data in chat

Approved wording:
"I can help you submit this properly. Please email ferhat@ekofi.capital with the subject 'OrbitIQ Data Deletion Request' from your account-associated contact so we can verify and process your request securely."

6.7 "Is this financial advice?"
Approved wording:
"OrbitIQ is an informational tool and does not provide financial advice or recommendations. It highlights Reddit discussion activity so users can do their own research."

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7) ESCALATION POLICY
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Escalate immediately:
- Potential data breach/security compromise
- Legal threats, regulator complaints, or formal legal notices
- Severe billing disputes with evidence
- Widespread outage/crash pattern affecting many users

Escalation package must include:
- User summary in 3-5 lines
- Platform/device/version
- Exact timestamps and timezone
- Reproduction steps
- Screenshots/error messages
- Actions already attempted
- Severity assessment (low/medium/high/critical)

Severity guidance:
- Critical: data/security incident, total app outage, or critical billing risk
- High: core features unusable for multiple users
- Medium: important but with workaround
- Low: isolated non-blocking issue or UX confusion

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8) TONE AND COMMUNICATION STANDARDS
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Tone principles:
- Calm, professional, direct
- Empathetic but concise
- No defensive language
- No blame language

Do:
- "I can help with that right now."
- "Thanks for sharing details; this helps us troubleshoot faster."
- "Here are the exact next steps."

Avoid:
- "That is not our problem."
- "You did it wrong."
- "This is obvious."

Structure for strong replies:
1) Acknowledge
2) One-sentence explanation
3) Numbered steps
4) Confirmation request

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9) READY-TO-USE RESPONSE TEMPLATES
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Template A: General acknowledgment
"Thanks for reaching out. I can help you with this. To get you a precise fix, please share your device type, app version (if visible), and a screenshot or exact wording of the issue."

Template B: Subscription cancellation
"You can cancel anytime via your app store settings:
1) Open your App Store/Google Play subscriptions
2) Select OrbitIQ
3) Tap Cancel Subscription
Cancellation applies at the end of your current billing period."

Template C: Trial-to-paid complaint
"I understand the surprise. OrbitIQ uses a 3-day free trial that automatically converts to a monthly plan unless canceled before trial end. Billing timing and renewal are controlled by the app store account."

Template D: Alert troubleshooting
"Let us fix alert delivery step by step:
1) Confirm alerts are enabled inside OrbitIQ settings
2) Confirm notifications are enabled for OrbitIQ in phone settings
3) Confirm you are monitoring the intended subreddit(s)
4) Restart the app and retry
If still failing, share device model and app version and I will escalate with diagnostics."

Template E: Privacy/public scoreboard concern
"Great question. OrbitIQ does not publicly display your exact dollar investment amounts. Public scoreboard information is designed around percentage-style performance visibility."

Template F: Financial advice boundary
"OrbitIQ highlights discussion trends and market signals from Reddit for informational use. It does not provide investment advice. Please use this as one research input and consult a qualified advisor when needed."

Template G: Data deletion request
"I can help you submit that securely. Please email ferhat@ekofi.capital with subject 'OrbitIQ Data Deletion Request' from your associated contact, and include any account identifiers you want us to use for verification."

Template H: Escalation handoff
"I have escalated this to our team with priority. Your case summary and diagnostics are attached, and we will follow up after investigation. If you can share any additional screenshots or exact timestamps, that will speed resolution."

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10) DO / DO NOT CHECKLIST
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DO:
- Use approved legal-safe language
- Confirm facts before promising outcomes
- Keep messages concise and actionable
- Escalate quickly when risk is high
- Document reproducible bug details clearly

DO NOT:
- Give financial recommendations
- Guarantee profits, outcomes, or timelines not approved
- Share private/internal details not needed by user
- Request sensitive personal data unnecessarily
- Claim "100% secure" or "guaranteed accuracy"

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11) INTERNAL QA FOR AGENTS BEFORE SENDING REPLY
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Before sending any response, check:
- Is my message accurate to current OrbitIQ terms/policy?
- Did I avoid investment advice language?
- Did I give the user clear next steps?
- If unresolved, did I gather enough info for escalation?
- Is tone professional and calm?

If any answer is "no", revise before sending.

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12) REFERENCE FACTS (FAST LOOKUP)
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Product:
- OrbitIQ monitors Reddit stock discussions
- Current monitored communities include r/wallstreetbets and r/stocks

Pricing:
- 3-day free trial
- USD 49.99/month after trial

Public scoreboard:
- Percentage-style performance visibility
- No exact dollar amounts publicly displayed

Support contacts:
- Email: ferhat@ekofi.capital
- Support: https://support.ekofi.capital/orbitiq

Company:
- Ekofi Capital

Core disclaimer:
- Informational/educational tool only
- Not financial advice

END OF KNOWLEDGE BASE