This document provides an overview of Directly, an on-demand app that helps companies scale customer support by leveraging community experts. The goals are to deliver a faster support experience, reduce ticket backlogs, and utilize the knowledge of community experts. Experts can answer questions via email/mobile and earn rewards. Questions can be escalated to the company if needed. Experts have guidelines to follow, such as being helpful, accurate, and respectful. The document outlines features, rewards, and next steps for experts.