Soracom Support Bot

The Soracom Support Bot uses OpenAI to generate answers based on Soracom documentation in response to customer questions.

The accuracy of Soracom Support Bot's answers is not guaranteed. If you would like additional clarification on any question contact Soracom Support.

Ensuring Quality Responses

To obtain the highest-quality responses from the Soracom Support Bot, we recommend the following:

Limit each conversation with the Support Bot to a single topic. If you need to discuss a different topic, it's best to start a new chat.
Ask detailed questions in full sentences, just as you would when speaking to a person. Providing only keywords or short phrases—like you would with a search engine—may not give the Soracom Support Bot enough context for an accurate response.

The Soracom Support Bot can also answer questions based on material from the Soracom Blog.

Note that the Support Bot may provide responses that fall outside of The Scope of Soracom Support.

Usage

Sign in to the User Console. Click Support, then select Soracom Support Bot.
Read the agreement and click I acknowledged the above to proceed.
Enter your question or request in the input field at the bottom of the screen and press Enter.

Your question will be sent to the AI. It may take several seconds for a response to be generated.
Continue to ask additional questions about the same topic if needed.
- If you would like to change topics, click Start new chat.
- To review your past conversations, click the History tab to display previous chat instances. To resume a conversation in History, click View conversation for a past instance. Afterward, you can resume the conversation by asking new questions.

Advanced Mode

By default, the Soracom Support Bot answers using Soracom documentation only and does not access your account data. When you enable Advanced mode, the Support Bot can also reference your own account data through the Soracom API to provide answers specific to your account, such as questions about your IoT SIMs, groups, and other resources.

To use Advanced mode:

Start a new chat with the Soracom Support Bot.
Enable the Advanced mode toggle in the chat input area before sending your first message. The User Console displays the following description:

When enabled, the bot can look up your account data to answer. Answers may take longer to generate. The mode is fixed once the conversation starts.
Enter your question and send it.

You can only set Advanced mode when starting a new chat. Once a conversation begins, its mode is fixed for the lifetime of that conversation. To switch modes, start a new chat.

In Advanced mode, the Support Bot accesses your account data via the Soracom API to answer. This access is limited as follows:

The Support Bot can call only the read-only operations listed in APIs Available in Advanced Mode, not the full Soracom API; it does not changes your configuration or resources.
Requests from the Support Bot run with your own permissions. If you are using a SAM user, it can only access resources that your user is permitted to read.
API requests are made using your own credentials, so they are recorded in the Audit Logs under your root user or SAM user.

Because Advanced mode retrieves account data via the Soracom API, responses may take longer to generate than in the default mode.

APIs Available in Advanced Mode

In Advanced mode, the Support Bot can call the following read-only Soracom API operations on your behalf. Each call still runs under your own permissions, so if you are a SAM user, you also need permission for the relevant operations (see Contact Soracom Support Bot as a SAM User). This list reflects the operations currently available and may change as the feature evolves.

SIM: Sim:listSims, Sim:getSim, Sim:listSimSessionEvents, Sim:listSimStatusHistory
Query: Query:searchSims
Stats: Stats:getAirStatsOfSim, Stats:getAirStatsOfOperator, Stats:getAirStatsOfGroup
Group: Group:listGroups, Group:getGroup
Billing: Billing:getLatestBilling, Billing:getBillingHistory, Billing:getBilling, Billing:getBillingSummaryOfBillItems, Billing:getBillingSummaryOfSims
Cell Location: CellLocation:batchGetCellLocations
Port Mapping: PortMapping:listPortMappings, PortMapping:listPortMappingsForSim, PortMapping:listPortMappingsForSubscriber
Audit Log: AuditLog:getApiAuditLogs, AuditLog:getNapterAuditLogs
Event Handler: EventHandler:listEventHandlers, EventHandler:getEventHandler, EventHandler:listEventHandlersBySubscriber
Gadget: Gadget:listGadgets, Gadget:getGadget
Log: Log:getLogs
Role: Role:listRoles, Role:getRole, Role:listRoleVersions, Role:listRoleAttachedUsers, Role:listUserRoles
SAM User: User:listUsers, User:getUser, User:getDefaultPermissions, User:getUserTrustPolicy, User:getUserPermission, User:getUserMFAStatus
Virtual Private Gateway: VirtualPrivateGateway:listVirtualPrivateGateways, VirtualPrivateGateway:getVirtualPrivateGateway, VirtualPrivateGateway:listVirtualPrivateGatewayIpAddressMapEntries, VirtualPrivateGateway:listGatePeers, VirtualPrivateGateway:listPacketCaptureSessions, VirtualPrivateGateway:getPacketCaptureSession
Resource Summary: ResourceSummary:getResourceSummary
Batch: Batch:listBatchGroups, Batch:getBatchGroup, Batch:listBatchJobs, Batch:getBatchJob, Batch:listTasksOfBatchJob
Device Object Model: DeviceObjectModel:listDeviceObjectModels, DeviceObjectModel:getDeviceObjectModel
Device: Device:listDevices, Device:getDevice, Device:readDeviceResources, Device:readDeviceResource, Device:getDataFromDevice
Soracom Cloud Camera Services (SoraCam): SoraCam:listSoraCamDevices, SoraCam:getSoraCamDevice, SoraCam:getSoraCamDeviceName, SoraCam:getSoraCamDevicePowerState, SoraCam:listSoraCamDeviceEvents, SoraCam:listSoraCamDeviceEventsForDevice, SoraCam:listSoraCamDeviceRecordingsAndEvents, SoraCam:listSoraCamDeviceImageExports, SoraCam:listSoraCamDeviceImageExportsForDevice, SoraCam:getSoraCamDeviceExportedImage, SoraCam:listSoraCamDeviceVideoExports, SoraCam:listSoraCamDeviceVideoExportsForDevice, SoraCam:getSoraCamDeviceExportedVideo, SoraCam:getSoraCamDeviceAtomCamOptions, SoraCam:listSoraCamDeviceAtomCamFirmwareUpdates, SoraCam:getSoraCamDeviceAtomCamFirmwareUpdate, SoraCam:getSoraCamDeviceExportUsage, SoraCam:getSoraCamDeviceStreamingVideo, SoraCam:getSoraCamDeviceAtomCamLiveImage

Limitations

Conversations with the Soracom Support Bot are not visible to Soracom Support. If you need to contact Soracom Support, include relevant details from your interactions with the Support Bot in your ticket.

The Soracom Support Bot cannot answer questions related to:

Communication outages. Refer to the Soracom Status Dashboard for additional information.
Features or services that are not publicly available. Contact Soracom Support for these inquiries.

Privacy

For more information about Soracom's Terms of Use and Data Privacy practices around the information shared with Support Bot, refer to the Soracom Support Service Terms and Privacy Policy.

Soracom does not share Soracom Support Bot API inputs or outputs with OpenAI for model improvement, evaluation, fine-tuning, or training purposes. For more details, please see OpenAI's Business data privacy, security, and compliance.

Contact Soracom Support Bot as a SAM User

To contact the Support Bot as a SAM User, the following permissions need to be granted. Contact your administrator if your SAM user cannot interface with the Support Bot.

For information on managing permissions, see Configuring Inline Permissions.

Example permissions:

{
  "statements": [
    {
      "api": [
        "Support:abortMessage",
        "Support:deleteMessage",
        "Support:updateMessage",
        "Support:updateMessageAnswerScore",
        "Support:createMessage",
        "Support:getConversation",
        "Support:deleteConversation",
        "Support:listConversations",
        "Support:createConversation"
      ],
      "effect": "allow"
    }
  ]
}

When using Advanced mode, the SAM user also needs permission for the API operations Advanced mode can call that apply to the resources they ask about, since the Support Bot queries the Soracom API using the SAM user's own permissions.