Overview
This article helps you use the Access Digital Assistant to get fast, automated help by searching our knowledge base and receiving relevant answers instantly. The assistant is available in two convenient locations: your admin dashboard and the Help Centre, each designed for different situations and support needs.
Key benefits
Get instant assistance with immediate answers to common questions.
Access convenient help with answers pulled directly from our knowledge base.
Enjoy 24/7 availability, with help available around the clock.
Save time with no need to search through articles manually.
Choose between two assistant types based on your needs and login status.
Connect to live chat support when using the admin area assistant (plan dependent).
Before you start
Before using the Access Digital Assistant, make sure you have:
Knowledge of your Customer Success Plan and available features.
Admin access to your website if you want to use the admin area assistant.
Your email address ready if using the Help Centre assistant.
📌 Note: The admin area assistant offers enhanced features for customers, including live chat support, while the Help Centre assistant primarily offers support in urgent or edge cases.
Using the admin area assistant
Use the admin area assistant 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.
Watch out video
How to access 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 (such as I have a question).
Getting help from the admin area assistant
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.
📌 Note: Support portal cases are now raised on a case-by-case basis by our Support Team. Our team will guide you through this process if needed.
Available features by support plan
Customer Success Plan | AI support | Live chat support |
Premier | ✓ | ✓ |
Standard | ✓ | ✓ |
Essential & Classic | ✓ | ✓ |
Non-support users | ✓ | ✕ |
🤓 Tip: Contact your Account Manager to discuss your Customer Success Plan and available features, or support access to get the most out of our Access Digital Assistant.
Using the Help Centre assistant
Use the Help Centre assistant when you're browsing our help articles or need help but don't have access to your admin area. This assistant is available to all customers regardless of support plan.
Watch out video
How to access 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.
Getting help from the Help Centre assistant
Type your question in the chat box.
Receive instant answers based on our help articles.
Ask follow-up questions as required in the same conversation.
Get additional help by typing Get more help if the automated response doesn't fully resolve your issue.
Ending 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.
Best practices
Use clear, focused queries for better results from both assistants.
Try rephrasing your question using simpler terms if the assistant doesn't understand.
Break complex questions into smaller, more specific questions.
Use the admin area assistant when logged in and needing customer support features.
Use the Help Centre assistant for quick questions when not logged in or when browsing the knowledge base.
Provide feedback after interactions to help improve the experience for all users.
Try refreshing the page or clearing your browser cache if the chat bubble isn't appearing.
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 provides instant answers from our knowledge base to all users including visitors.
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 within your browser session. In the admin area, you can continue conversations 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.