Introducing the Access Digital Assistant
When you need help, your journey begins with the Access Digital Assistant. It guides you through answers, troubleshooting steps, and shares relevant help content, all designed to get you moving quickly and confidently.
If the assistant can’t resolve your issue, it will seamlessly hand things over to our human support team.
Important: The Access Digital Assistant is only available to named contacts in your account, see Customer Success Plans explained.
You can find the Access Digital Assistant for Unleashed here:
What is the Access Digital Assistant?
The Access Digital Assistant provides quick, automated answers to help you resolve questions efficiently. It can guide you through troubleshooting steps, offer tailored suggestions, and surface relevant help content.
Key benefits
By using the Access Digital Assistant, your support experience is enhanced with these key benefits:
Instant answers: Get immediate support for common questions.
Direct help access: Jump straight to relevant help content.
Available 24/7: Get support whenever you need it.
Easy escalation: Move smoothly to human support when required.
📌 Note: If you need to speak to the support team outside normal hours, the Access Digital Assistant will pass your query to the team, and they'll respond as soon as they're back online.
Use the Access Digital Assistant
To start getting answers from the Access Digital Assistant, follow the steps below:
In Unleashed, click the Access Digital Assistant icon.
Click Ask a question, then enter your query.
Review the guidance or open the suggested articles.
Let us know if it has answered your question, or if you need further help.
Best practices for asking questions
Here are some tips on how to ask the questions that will get you the best answers:
Use the assistant within the product you need help with; guidance is tailored.
Keep questions short and clear.
Rephrase or break down complex issues if needed.
Start a new conversation for unrelated topics.
Avoid overly specific, personal-data-focused queries.
❌ Not recommended: Has John Doe logged in today?
✅ Recommended: How do I check user login history?
Provide feedback
At the end of your conversation, the Access Digital Assistant will ask whether your question was answered. Your feedback helps us improve both the assistant and our support experience. It also ensures you’re routed to human support when needed.
View support tickets
If the Access Digital Assistant has escalated your query to the support team and it needs further investigation, they’ll convert your conversation into a ticket. To view the status of your ticket, follow the steps below:
In Unleashed, click the Access Digital Assistant icon.
Click the Tickets icon.
Here you can:
Review: Select the ticket.
Reply: Select a ticket, then type your message.
Download the transcript: Click the three-dot menu, then select Download transcript.
📌 Note: If you don’t see the Tickets icon, you don’t have any tickets.
Further support
Your Customer Success Plan determines which support channels are available to you:
Named contacts (support-enabled) users on any Customer Success Plan level can use the Access Digital Assistant.
Customers on a Standard or Premier Customer Success Plan may have access to other channels, such as phones, too.
🤓 Tip: If you’re not a named contact, a support-enabled colleague can interact with the Digital Assistant on your behalf.
Phone Support
If you're subscribed to either the Standard or Premier CSP and have "Support" enabled for your user, you have the option to call our Support team. Click on ? Help at the bottom of your Unleashed menu to find your regional Support Team's phone number and your account's unique Pin Code.
Important: Phone support is not available to those subscribed to the Essentials Customer Success Plan.