How I would run a support shift for Streamflow users and teams, and a working desk that reads any wallet, contract or transaction live and drafts the reply.
Users ask where their tokens are, why a claim fails, when the next unlock is, and whether a contract can be changed. Teams ask how to set up vesting, locks, airdrops and staking. Scammers impersonate support.
Answer each one fast and correctly from the contract itself, in short messages. Onboard teams on calls. Turn repeat questions into help-centre fixes and bug reports, and watch the numbers that show whether it worked.
A support desk on Streamflow's public API and Solana: paste a wallet, contract link, token or transaction and get unlocked, claimed, claimable, the next unlocks, token risks and a reply draft. It also decodes errors, checks links and draft replies for safety, searches the live help centre, and runs the weekly metrics.
| Takeaway | Why it matters |
|---|---|
| Most answers are on-chain | Claimable amount, cliff, cancel and transfer rights, auto-claim and the recipient wallet are all readable from the contract. Reading them first turns a long thread into one reply. |
| Settings are fixed at creation | Who can cancel or change the recipient cannot be edited later, and token locks are final. Saying this clearly and kindly is a large share of the job. |
| The help centre trails the product | The app and SDK went Solana-only in October 2025; parts of the help centre still describe several chains. Keeping FAQs current is in the JD. |
| Security comes first in every channel | Fake support DMs and clone sites target Solana users. Every reply should make the safe path obvious. |
Token distribution on Solana, founded 2021 by Mališa Stanojević, about 20 people, backed by Jump Crypto and Solana Ventures. Solana-only for new activity since 17 October 2025.
| Product | What it does | What support needs to know |
|---|---|---|
| Token vesting | Cliff and linear schedules, CSV bulk, auto-claim, price-based unlocks | Cancel and transfer rights are set at creation. Vesting to an exchange address needs auto-claim. |
| Token lock | Single unlock date or a price trigger, incl. LP and NFT locks | Locks are final and cannot be reversed. |
| Airdrops | Merkle airdrops, instant or vested, with clawback | The recipient pays a small SOL claim fee. |
| Staking pools | Projects fund reward pools for their token | If a pool runs out, rewards stop and the stake stays locked until its date. |
| Payouts, escrow, tradable contracts | Recurring payments, OTC orders, selling a vesting position | Newer products: expect setup questions. |
| STREAM | Protocol token; staking rewards from hourly buybacks; 70% of supply burned on 23 Sep 2026 | Holders will ask about staking yield and the burn. |
Fees users ask about: vesting is 0.16 SOL per contract plus 0.19% of the tokens, added on top and paid by the sender; token locks are 0.16 SOL plus 0.5%; auto-claim is 0.25 SOL. Plans lower some of these. Fees article ↗
Ranked by how much space the help centre gives each topic, plus how the contracts behave. Each row says what to check first.
| Ticket | Usual cause | Check first |
|---|---|---|
| "I can't see my tokens" | Not claimed yet; wrong wallet connected; legacy Sui or Aptos contract | Look up the wallet: contracts, airdrops, recipient address |
| "Claim fails" | Not enough SOL; nothing unlocked yet (0x74); wrong wallet (0x83) | SOL balance, next unlock, connected wallet vs recipient |
| "When do I get the rest?" | Cliff not reached, or continuous unlock confusion | Schedule and next unlock from the contract |
| "Can you cancel or change it?" | Rights fixed at creation; locks are final | Permissions on the contract |
| "Tokens moved without me" | Auto-claim, signed by Streamflow's withdrawer | Transaction signer |
| "My wallet was drained" | Compromised wallet; Streamflow cannot reverse | Whether the recipient can transfer the contract to a new wallet |
| "Am I eligible for the airdrop?" | Each project sets its own list | Eligibility lookup for the wallet |
| "Is this support account real?" | Impersonation DM or clone site | Warn first, never ask for a seed phrase; run the link through the checker |
| "I claimed but got less" | Token-2022 transfer fee set by the token issuer | Mint extensions: transfer fee, permanent delegate |
Each row is one paste in the support desk ↗.
The comparison comes up in pre-sales chats and in "why pay a fee?" tickets.
| Alternative | What it does well | Where Streamflow differs |
|---|---|---|
| Jupiter Lock, Meteora, Raydium | Free locks inside tools teams already use | One product each; Streamflow covers vesting, airdrops, staking and payouts in one place. |
| Sablier | Long-running EVM streams | In maintenance mode, Solana app claim-only: migrating Solana senders need a new home. |
| Magna (Kraken), Liquifi (Coinbase), Hedgey (Anchorage) | Enterprise token ops with exchange backing | Sales-led or EVM-first; Streamflow is the main independent self-serve suite on Solana. |
| Smithii, UNCX, Team Finance | Flat or lower fees on some actions | Thinner feature sets; small Solana footprint. |
| Squads | Solana multisig standard | A partner: teams create Streamflow contracts from a Squads vault. |
Read on 9 October 2026, both sides checked on the live pages. Each is an FAQ fix of the kind the JD asks for.
| Observation | Detail | Fix |
|---|---|---|
| Chains | The Welcome article says Streamflow "is available across multiple blockchains: Solana, Aptos, Sui". The JS SDK release notes say it "is now Solana-only", matching the October 2025 switch. | Update the Welcome article; point Sui and Aptos users to the legacy portal |
| Changing a lock's recipient | The Token Lock FAQ says the recipient can be changed "only if transferable option is enabled before creating the lock". The Transfer Contract guide says "Transfer contract option is not available for Token lock contracts!" | Test in the app, then align both articles |
| Wallet lists vs contract links | A contract opened by its link can be missing from the wallet's list in the public API (seen on a migrated contract). | Ask users for the contract link first |
The lock-transfer answer matters for compromised-wallet tickets, where moving the recipient is often the only help available.
| JD duty | My plan |
|---|---|
| Respond via Telegram, Intercom, Discord | Read the contract before replying; short messages; one ask at a time (contract link or wallet, never a seed phrase). |
| Onboard customers on video calls | A 20-minute script: their distribution plan, vesting vs lock, cancel and transfer settings, CSV prep, Squads, fees by plan; send a written recap. |
| Troubleshoot and guide users | Lookup, error decode and SOL check in that order; escalate with transaction link, wallet, browser and steps. |
| Keep tools and FAQs current | Fix the stale articles above first; add a Token-2022 note and an "ask for the contract link" note to claim articles. The desk lists all 83 live articles and flags wording to review. |
| Spot unclear flows early | Tag friction weekly (where users get stuck in the app) and bring the top three to product with examples. |
| Share feedback with product and engineering | One weekly note: top drivers, new issues, verbatim quotes, links. |
| Improve workflows, macros, docs | Macros of three sentences or fewer with sources; retire any that cause follow-up questions. |
| Monitor support metrics | First reply, resolution, AI hand-off rate by topic, reopen rate, CSAT; see §06. Check AI drafts with the desk's reply QA before they go out. |
| Become an active product user | Create a vesting, a lock, an airdrop and a staking pool on mainnet with small amounts before the first shift. |
Three sentences or fewer per message. The answer first, the reason second, the next step third.
Every number in a reply comes from the user's contract: amount, date, wallet. Nothing from memory.
Only official links. Never ask for a seed phrase. Every security message says what to do now.
| Situation | Reply |
|---|---|
| Nothing unlocked yet | "Nothing has unlocked yet. Unlocking starts on 14 Nov at 09:00 UTC with 25,000 tokens at the cliff. You can follow it here: [contract link]." |
| Seed-phrase DM | "Please never share your seed phrase: Streamflow staff won't DM you first or ask for it, so whoever did is a scammer. Block and report them. If you already shared it, move everything to a new wallet now." |
| Wrong wallet | "Only the recipient wallet can claim, and the connected wallet isn't the recipient on this contract. Please switch to 7ETd…esZi and try again." |
All 23 macros are in the desk ↗.
| Metric | Why |
|---|---|
| First reply, median and p90 | The median shows the norm; the p90 shows the gaps between shifts. |
| AI resolution by topic | Where the bot answers well (fees, schedules) and where it should hand off at once (claims, security). |
| Top drivers, week on week | A topic that grows after a release is a bug or a missing article. |
| Reopens and follow-ups | A macro that gets "what do you mean?" replies needs rewriting. |
| Security tickets | A spike means a live scam campaign: pin a warning in every channel. |
The desk runs this read on a sample week or on any ticket export, in the browser. Support metrics ↗
| Window | Focus | Done when |
|---|---|---|
| Days 1 to 30 | Learn every product hands-on; shadow then own shifts; fix the stale help-centre articles. | Shifts covered alone; first-reply target met. |
| Days 31 to 60 | Macro set reviewed with the team; weekly feedback note to product; first onboarding calls. | Macros in use; two product issues raised with evidence. |
| Days 61 to 90 | Tune the AI assistant on its weakest topics; add a claim-troubleshooting article; propose an Asia-hours coverage plan. | AI hand-off rate on claims down; fewer repeat claim tickets. |
Built from the public job posting (2026), Streamflow's help centre, website, JS SDK and public API, Solana mainnet, and public competitor pages, read on 9 October 2026. The demo is my own tool, built for this application; its sample ticket week is synthetic and labelled as such.
Help centre: Welcome · Fees · Token Lock FAQ · Transfer contract · Cancel contract · Claiming
Developers: JS SDK release notes · public API · developer docs
Peers: Sablier on Solana · Jupiter Lock · Magna
Independent homework for the Streamflow Junior Customer Experience Associate role · 2026 · edwardtay.com