What it is
Sandy is the "Ask Sandy" chat bubble on our public pages — the landing page, these docs, and our legal pages. She's SandDune's Customer Assistance Teammate: ask a question about SandDune and she answers from this documentation, citing the articles she used so you can read the source yourself.
Sandy is automated — we say so up front rather than pretending otherwise. What makes her different from the usual chat bot: when she can't resolve something, a human teammate takes over in the same conversation. You never get bounced to an email address to retype your problem.
How it works
- Answers come from these docs, and only these docs. If the documentation doesn't cover something, Sandy says "I couldn't find that in our documentation" and offers to bring in a human — she doesn't guess.
- Every factual answer cites its sources as links to the articles used.
- Human handoff happens in-thread. If you ask for a person, if your question is about your specific account, payment, or data (Sandy can't see any of those), or if the docs run out — a human teammate is looped in and replies right where you are. A human typically replies within a day.
- Email is optional. If you haven't left one, Sandy asks once at handoff so we can reach you if you step away. Leaving it blank still gets you a human — the reply just waits in the chat for your return.
Privacy
Support conversations are stored so a human can pick up where Sandy left off — see our Privacy Policy for the details, including how to request deletion. The short version: chats live on infrastructure we run with a European cloud provider, they're never used to train AI models, and Sandy can't see your notes or your account — she only knows what's in these docs and what you type in the chat.
Current limitations
- Sandy answers questions about SandDune only — she'll politely decline anything else.
- She can't view attachments; describe the issue in text, or ask for a human.
- She can't check your account, change your subscription, or issue refunds — those always go to a human, in the same thread.