Overview
The Access Digital Assistant provides fast, automated help by searching our knowledge base and giving you relevant answers instantly. It's available in two convenient locations: your admin dashboard and the Help Centre, each designed for different situations and support needs.
Choose your Access Digital Assistant
📌Note: Click on the link ➤ to expand the section you're interested in:
Admin dashboard assistant
Admin dashboard assistant
Use this when you're logged into your admin area and need help while working on your site. This assistant offers enhanced features and direct access to human support based on your Customer Success Plan.
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How to use the admin area assistant
Log into your admin area
Click the blue Access Digital Assistant icon in the bottom right corner
Click Send us a message to begin
Select the relevant option based on your topic or what you need help with (e.g. I have a question)
Type your question in the free text box and send it to your Access Digital Assistant
Review the AI-powered answer based on our knowledge base
Choose your next step:
Type That helped if your question is resolved
Type Talk to a person to escalate to human support
Provide feedback when prompted to help us improve the experience
Available features by support plan
Premier | Standard | Essential & Classic | Non-support users | |
AI support | ✓ | ✓ | ✓ | ✓ |
Live chat support | ✓ | ✓ | ✓ | ✕ |
📌 Notes:
Support cases are now raised on a case-by-case basis rather than automatically. Our team will guide you through this process when needed.
Contact your Account Manager to discuss your Customer Success Plan and available features.
Register to become a support user to get the most out of our Access Digital Assistant
✨Help Centre assistant
✨Help Centre assistant
Use this when you're browsing our knowledge base or need help but aren't logged into your admin area. This assistant is available to all customers regardless of support plan.
Find the Help Centre assistant
Look for the blue chat bubble in the bottom corner of any Help Centre page
Click the blue chat bubble to open the assistant
Click Send us a message to begin
Enter your email address when prompted
Select I have a question or another relevant option
Ask questions and get answers
Type your question in the chat box
Receive instant answers based on our help articles
Ask follow-up questions as needed in the same conversation
Get additional help by typing Get more help if the automated response doesn't fully resolve your issue
End your Help Centre conversation
When you've received the help you need:
Type That helped to indicate the assistant was useful
Provide a rating for the assistance you received
Leave feedback to help us improve the digital assistant
Benefits of the Access Digital Assistant
Whether you use the admin area or Help Centre version, you'll enjoy:
Instant assistance: Get immediate answers to common questions
Convenient access: Answers pulled directly from our knowledge base
24/7 availability: Help is available around the clock
Time-saving: No need to search through articles manually
🤓 Tip: The admin area assistant offers more advanced features if you have a support plan, while the Help Centre assistant is perfect for quick questions when you're not logged in.
FAQs
Q1: What's the difference between the admin area and Help Centre digital assistants?
Answer: The admin area assistant offers enhanced features for customers including live chat support, while the Help Centre assistant is there to provide instant answers from our knowledge base to all users (customers and visitors alike).
Q2: Which digital assistant should I use?
Answer: Use the admin area assistant when you're logged in and need customer support features or live chat. Use the Help Centre assistant for quick questions when browsing our knowledge base, when not logged in, or when the admin area assistant is unavailable.
Q3: Can I escalate from either assistant to human support?
Answer: Yes, the admin area assistant connects customers directly to live chat support. The Help Centre assistant has limited human support options as it serves all users including visitors, so it's best used for AI-powered answers.
Q4: The digital assistant isn't understanding my question. What should I do?
Answer: Try rephrasing your question using simpler terms or breaking it into smaller, more specific questions. Both assistants work better with clear, focused queries.
Q5: Do I need to start a new conversation each time?
Answer: In the Help Centre, you can continue the same conversation browser session. In the admin area, you can continue conversation or reopen them within 3 days of closing.
Q6: What if I'm not a customer but need help?
Answer: You can use the Help Centre assistant which is available to all users including visitors. This provides AI-powered answers from our knowledge base without requiring customer status.
Q7: The chat bubble isn't appearing. What's wrong?
Answer: Try refreshing the page or clearing your browser cache. In the admin area, ensure you're logged in. In the Help Centre, navigate to the homepage if the bubble isn't visible.
Q8: Can I provide feedback on the assistant's performance?
Answer: Yes, both assistants ask for feedback after interactions. Your input helps us improve the experience for all users.