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 Support Contacts in your company. If you are not a named Support Contact, you may still have access to the assistant, but it may not be the same experience as described in this article.
📌 Note: If your query relates to your Access account, contract, or invoices, you need to raise this via our Account Support assistant instead.
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 use the Access Digital Assistant for [Product] on MyAccess Portal, follow the steps below:
In MyAccess, under Need Help? click Ask a question.
Click Select a product, then select the product your question is for.
The Access Digital Assistant opens in the bottom right of your screen.
Click Ask a question, then enter your query.
Review the guidance or open the suggested articles.
Best practices for asking questions
❌ 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 the Access Digital Assistant, click the Tickets
icon.
Here you can:
Review: Select the ticket.
Reply: Select a ticket, then, at the bottom, 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 Support Contacts 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 too.
🤓 Tip: If you’re not a named contact, your internal named contact can interact with the Access Digital Assistant on your behalf.
Our Account Support experience
If you have queries about your account or contract with The Access Group, you can use our Account Support experience for support on a range of topics, including:
Obtaining invoices and account statements.
Making remittances.
Understanding the account reconciliation process.
Setting up a direct debit.
Managing purchase orders and invoices.
Requesting company name changes.
Updating addresses or contact details.