How Ask Muin Answers Your Questions
What Ask Muin answers about using Muin, what it will not explain, and what you see when a feature is not in your Plan or Ask Muin is not sure.
Ask Muin answers questions about using Muin in the same words you see on screen: menu names, page names and button labels. This guide explains where those answers come from, what Ask Muin will not answer, and what each kind of reply means.
When you’d use this
- You asked Ask Muin how to do something and want to know where the answer came from.
- Ask Muin said a feature is not in your Plan, or told you to ask your admin.
- Ask Muin said “I’m not sure” and you want to know what happens next.
- Ask Muin would not explain how a score or a rule works.
Finding it
Click Ask Muin in the module bar at the top of any page, or press Cmd+J (Ctrl+J on Windows). In the Muin Go app, tap the Ask Muin tab.
What Ask Muin answers
Ask about using Muin and you get steps that name the menus and pages to open. Good questions look like this:
| You ask | You get |
|---|---|
| “How do I add a new employee?” | The steps, naming each menu and button |
| “Where do I find my payslips?” | The menu path to the page |
| “Where are installment pledges?” | The menu path, then the tab to open: “Giving > Pledges, then the Installment Pledges tab” |
| “Can I send a receipt again?” | Whether you can, and where to do it |
| “What does the Rated Answers page show?” | What the page is for and what each part means |
| “Is Payroll part of our Plan?” | Whether your organization has it, and who to ask if not |
Answers come from the Help Center: approved FAQs first, then the full guides. When a guide covers your question, Ask Muin links to it so you can read the whole thing. Ask Muin also knows Muin’s menus, pages, tabs and links, so it can tell you how to reach a page even when no guide covers it yet. When a page is reached through a button on another page, the answer names that button, for example “Giving > In-Kind > Prepare Form 8283”. Ask Muin answers in the language you ask in.
What Ask Muin will not explain
Ask Muin explains how to use a feature, not how the product works behind the scenes. It will not explain:
- how a score, rating or risk level is calculated
- the rules and limits that decide an outcome, such as when something is flagged
- how prices or fees are worked out
- how the AI itself is set up
- anything about another organization
It can still tell you how a number you see in Muin is worked out, such as the hours saved on an agent’s Overview or the total on a report, when the Help Center explains it.
Ask one of these and Ask Muin says: “I can’t explain how that works behind the scenes. Here is the help article for this feature.” The article tells you what the feature does for you and how to use it.
“Not in your Plan” and “ask your admin”
Ask Muin checks two things before it answers a how-to question:
- Your organization’s Plan. If the feature is not part of it, Ask Muin says: “That isn’t part of your Plan.” It does not walk you through a feature you cannot open.
- Your role. If your organization has the feature but your role cannot open it, Ask Muin says, for example, “You don’t have access to Payroll yet. Ask your admin, or request access below.” Use the request button under the reply to send the request.
Only your organization’s owner can change the Plan. An owner sees a See Plans button that opens Settings > Billing; everyone else is told to ask the owner.
“I’m not sure”
When Ask Muin cannot find a confident answer in the Help Center, it says so rather than guessing: “I’m not sure about that one yet. I’ve passed your question to our team, and you’ll hear back soon.”
That message means your question went to the Muin support team. You do not need to file anything yourself. The questions people ask that the Help Center does not answer are also how we decide which guides to write next.
If the question could not be passed on, Ask Muin says so instead: “I’m not sure about that one yet. Please try asking another way, or browse the Help Center.” In that case, try different words, or use Contact Support on the Help Center page.
When your organization is out of AI credits
Ask Muin uses your organization’s AI credits. A notice above the message box warns when this month’s credits are close to running out, and again when they are used up. Once the organization is out of credits, Ask Muin still answers how-to questions from Muin Help, free of charge, and each of those answers says so. Questions it would need AI to work out wait until an owner adds credits or the month resets. See AI Credits.
Your organization’s Support Agent
If your organization runs the Support Agent on its own website, that assistant answers your visitors from your organization’s own published articles, documents and FAQs only. It never answers from Muin’s Help Center, and it never explains how Muin works behind the scenes. A visitor question it cannot answer goes to your team as a ticket. See Working the Support Desk.
What it affects
Nothing in your account changes when you ask a question. An “I’m not sure” reply sends your question to the Muin support team.
When it goes wrong
| What you see | Why | What to do |
|---|---|---|
| “I can’t explain how that works behind the scenes.” | The question asked how a score, rule or price is worked out | Open the linked help article to see what the feature does and how to use it |
| “That isn’t part of your Plan.” | Your organization does not have this feature | Ask your organization’s owner. Only the owner can change the Plan in Settings > Billing |
| “You don’t have access to … yet.” | Your role cannot open this feature | Request access from the reply, or ask your admin |
| “I’m not sure about that one yet. I’ve passed your question to our team” | The Help Center has no confident answer | Nothing to do. The support team has your question |
| “I can’t share that answer here.” | The answer would have included something Ask Muin does not share | Ask another way, or browse the Help Center for the feature |
| “Answered from Muin Help because your organization is out of AI credits.” | This month’s AI credits are used up | An owner clicks Add credits in the notice above the message box, or wait for the reset date it shows |
Next step
- Getting Help in Muin - every way to find an answer
- Chat Capabilities - what else you can ask Ask Muin to do
- Using the Help Center - where Ask Muin’s answers come from