Support and expansion requests

# Support and expansion requests

Canonical: https://docs.flowrelay.app/agent-access/support-and-expansion-requests/
Markdown: https://docs.flowrelay.app/agent-access/support-and-expansion-requests.md

Support and expansion requests are recorded in FlowRelay so humans and authorized agents work from the same safe request history.

## Steps
Complete these in order.
1. Use support.request.preview before sending a support request. Preview redacts the summary and shows the facts that will be included.
2. Submit support only when the grant has support:request scope and the merchant or operator has consented to share the request.
3. Link a diagnostic share, event ID, endpoint ID, or stable error code when relevant. If there is no diagnostic share, explain why without copying raw data.
4. Use expansion.request.submit for unsupported platforms, multi-store needs, trigger lanes, or capabilities that block the merchant task.
5. Treat expansion requests as requests for review, not product commitments or permission to treat another platform or capability as live.

## Support request fields
Structured support requests include category, urgency, redacted summary, idempotency key, support consent, contact email when needed, and safe links to diagnostics, events, endpoints, or stable error codes.


## Expansion request fields
Expansion requests include requested platform, requested capability, use case, optional business impact, urgency, optional volume or agency context, and an idempotency key. They are grouped for review.


## What not to send
Do not send raw payloads, endpoint secrets, auth headers, HMAC values, tokens, Shopify sessions, database URLs, customer records, broad exports, or copied private incidents.


## Conversation boundary
Support conversations can continue by email, but FlowRelay keeps the request record, diagnostic links, grant context, audit trail, and status history tied to the installed store.


## Related
- [Share diagnostics](https://docs.flowrelay.app/recover/diagnostics.md)
- [Grants and scopes](https://docs.flowrelay.app/agent-access/grants-and-scopes.md)
- [OpenAPI](https://docs.flowrelay.app/reference/openapi.md)

## Safety Boundary
Do not include raw payloads, endpoint secrets, auth headers, HMAC values, Shopify tokens, Shopify sessions, database URLs, customer data, merchant incidents, or copied private logs in public examples.