[MelvinBot]

Explanation of Change

[CP both] Show Talk to a human without the beta flag removed the SUPPORT_TICKET beta check. Talk to a human now appears under Account > Help for all users.

Concierge Basics answers "Can I talk to a real person instead of Concierge?" with only one way to reach a person:

Absolutely. Just say you’d like to chat with a human, and we’ll connect you—24/7.

This PR adds one sentence that names the new Account > Help > Talk to a human option. The label comes from initialSettingsPage.talkToAHuman in src/languages/en.ts.

Fixed Issues

$ #104152
PROPOSAL:

Tests

// TODO: The human co-author must fill out the tests you ran before marking this PR as "ready for review"
// Please describe what tests you performed that validates your changed worked.

• Verify that no errors appear in the JS console

Offline tests

QA Steps

// TODO: The human co-author must fill out the QA tests you ran before marking this PR as "ready for review".
// Please describe what QA needs to do to validate your changes and what areas do they need to test for regressions.

• Verify that no errors appear in the JS console

PR Author Checklist

• I linked the correct issue in the ### Fixed Issues section above
• I wrote clear testing steps that cover the changes made in this PR
  • I added steps for local testing in the Tests section
  • I added steps for the expected offline behavior in the Offline steps section
  • I added steps for Staging and/or Production testing in the QA steps section
  • I added steps to cover failure scenarios (i.e. verify an input displays the correct error message if the entered data is not correct)
  • I turned off my network connection and tested it while offline to ensure it matches the expected behavior (i.e. verify the default avatar icon is displayed if app is offline)
  • I tested this PR with a High Traffic account against the staging or production API to ensure there are no regressions (e.g. long loading states that impact usability).
• I included screenshots or videos for tests on all platforms
• I ran the tests on all platforms & verified they passed on:
  • Android: Native
  • Android: mWeb Chrome
  • iOS: Native
  • iOS: mWeb Safari
  • MacOS: Chrome / Safari
• I verified there are no console errors (if there's a console error not related to the PR, report it or open an issue for it to be fixed)
• I verified any copy / text that was added to the app is either coming verbatim from figma or has been approved by marketing (in order to get marketing approval, ask the Bug Zero team member to add the Waiting for copy label to the issue)
• If a new code pattern is added I verified it was agreed to be used by multiple Expensify engineers
• I tested other components that can be impacted by my changes (i.e. if the PR modifies a shared library or component like Avatar, I verified the components using Avatar are working as expected)
• If new assets were added or existing ones were modified, I verified that:
  • The assets are optimized and compressed (for SVG files, run npm run compress-svg)
  • The assets load correctly across all supported platforms.
• If the PR modifies code that runs when editing or sending messages, I tested and verified there is no unexpected behavior for all supported markdown - URLs, single line code, code blocks, quotes, headings, bold, strikethrough, and italic.
• If the PR modifies a generic component, I tested and verified that those changes do not break usages of that component in the rest of the App (i.e. if a shared library or component like Avatar is modified, I verified that Avatar is working as expected in all cases)
• If the PR modifies a component related to any of the existing Storybook stories, I tested and verified all stories for that component are still working as expected.
• If the PR modifies a component or page that can be accessed by a direct deeplink, I verified that the code functions as expected when the deeplink is used - from a logged in and logged out account.
• If the PR modifies the UI (e.g. new buttons, new UI components, changing the padding/spacing/sizing, moving components, etc) or modifies the form input styles:
  • I verified that all the inputs inside a form are aligned with each other.
  • I added Design label and/or tagged @Expensify/design so the design team can review the changes.
• If the PR adds or modifies the UI:
  • I asked an AI agent to review the changes for accessibility issues and addressed its findings.
  • I tested with a screen reader (VoiceOver on macOS) and verified all new/changed elements are reachable with a logical focus order.
  • I verified all new/changed elements have meaningful accessible names and roles.
  • I verified state changes are announced (e.g. checked/unchecked, expanded/collapsed, selected).
• I added unit tests for any new feature or bug fix in this PR to help automatically prevent regressions in this user flow.
• If the main branch was merged into this PR after a review, I tested again and verified the outcome was still expected according to the Test steps.

Screenshots/Videos

Android: Native

Android: mWeb Chrome

iOS: Native

iOS: mWeb Safari

MacOS: Chrome / Safari

@jasperhuangg, please review the files changed and confirm they reflect the current behavior. Then post a new comment saying @MelvinBot mark this PR as ready for review.

[OSBotify]

A preview of your ExpensifyHelp changes have been deployed to https://13648bd2.helpdot.pages.dev ⚡️

Updated articles:

• articles/new-expensify/concierge-ai/Concierge-Basics

[melvin-bot]

Product reviewer checklist:

• I have verified the accuracy of the article
  • The article is within a hub that makes sense, and the navigation is correct
  • All processes, screenshots, and examples align with current product behavior.
  • All links within the doc have been verified for correct destination and functionality.
• I have verified the readability of the article
  • The article's language is clear, concise, and free of jargon.
  • The grammar, spelling, and punctuation are correct.
  • The article contains at least one image, or that an image is not necessary
• I have verified the formatting of the article
  • The article has consistent formatting (headings, bullet points, etc.) with other HelpDot articles and that aligns with the HelpDot formatting standards.
  • The article has proper text spacing and breaks for readability.
• I have verified the article has the appropriate tone and style
  • The article's tone is professional, friendly, and suitable for the target audience.
  • The article's tone, terminology, and voice are consistent throughout.
• I have verified the overall quality of the article
  • The article is not missing any information, nor does it contain redundant information.
  • The article fully addresses user needs.
• I have verified that all requested improvements have been addressed

For more detailed instructions on completing this checklist, see How do I review a HelpDot PR?

cc @JmillsExpensify

[chatgpt-codex-connector]

Codex Review Summary

This comment shows the latest Codex review activity on this pull request.

Review	Status	Commit	Review trigger
📝 Code Review	✅ Completed 2026-10-19T20:58:22.701312Z	9b66a40	Draft marked ready

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Codex reacts with 👀 while any review is running, comments if it has suggestions, and reacts with 👍 once all reviews finish with no findings.

[melvin-bot]

@JmillsExpensify Please copy/paste the Reviewer Checklist from here into a new comment on this PR and complete it. If you have the K2 extension, you can simply click: [this button]

[github-actions]

HelpDot Documentation Review

Overall Assessment
This PR makes a single, surgical one-sentence addition to Concierge-Basics.md, documenting the newly ungated Talk to a human option. The change follows the removal of the SUPPORT_TICKET beta check in PR #104152, so the option now appears for all users under Account > Help. The addition is accurate, well-placed, and compliant with the governance rules. Scores below reflect only the proposed change (the single added line), not the surrounding unchanged content.

Scores Summary

• Readability: 9/10 - Clear, concise sentence that extends the existing answer naturally without disrupting flow.
• AI Readiness: 8/10 - Uses the full feature name and an explicit navigation path, improving retrievability for "talk to a human" / "contact a real person" queries. No metadata changes were needed.
• Style Compliance: 9/10 - Correct bolded navigation path (Account > Help > Talk to a human), uses select (not click/tap), and the label matches the UI source (initialSettingsPage.talkToAHuman).

Key Findings

• The added navigation path correctly starts with the navigation tab (Account), uses angle-bracket separators, bolds the full path, and matches UI casing per the Navigation Paths rules in HELPSITE_NAMING_CONVENTIONS.md.
• Correct use of select rather than "click" or "tap", satisfying the Actions rule.
• The button label is verified against src/languages/en.ts, so it reflects the exact UI text.
• Minimal, focused scope: one sentence that directly answers the question "Can I talk to a real person instead of Concierge?" with the concrete UI path. Good retrieval value.
• Out of scope (pre-existing, not introduced here): the file uses several top-level headings as FAQ-style section headers instead of a single title with sub-headings, and contains "Click"/"Tap" and capitalized "Workspace". These are not part of this diff and are not scored.

Recommendations

• No blocking changes required for this diff. The addition is ready as written.
• Optional (not required for this PR): a future cleanup pass could align the whole article with the heading and terminology rules (single title, task-based sub-headings, select throughout, lowercase generic terms).

Files Reviewed

• docs/articles/new-expensify/concierge-ai/Concierge-Basics.md - One line added; compliant and approved.

Note: This is a single-line change; no separate inline comments were necessary.

[JmillsExpensify]

LGTM

[jasperhuangg]

@stephanieelliott this is good for your review!

[OSBotify]

🚀 Deployed to staging by https://github.com/stephanieelliott in version: 9.5.15-1 🚀

platform	result
🕸 web 🕸	success ✅
🤖 android 🤖	success ✅
🍎 iOS 🍎	success ✅

[OSBotify]

🚀 Deployed to production by https://github.com/grgia in version: 9.5.15-3 🚀

platform	result
🕸 web 🕸	success ✅
🤖 android 🤖	success ✅
🍎 iOS 🍎	success ✅

Bundle Size Analysis (Sentry):

• Android
• iOS