When you need help, start with the Access Digital Assistant. It guides you through answers and troubleshooting steps, and shares relevant help content to get you moving quickly. If the assistant can't resolve your issue, it hands over to our support team.
⚠️Important: The Access Digital Assistant is designed for named support contacts in your company. If you're not a named support contact, you can still use the assistant, but your experience differs from this article.
To find the Access Digital Assistant in PeopleHR:
What the Access Digital Assistant does
The Access Digital Assistant gives quick, automated answers to help you resolve questions. It guides you through troubleshooting steps, offers tailored suggestions and shows relevant help content.
Key benefits
The Access Digital Assistant gives you:
Instant answers: immediate support for common questions.
Direct help access: links straight to relevant help content.
Support all day, every day: help whenever you need it.
Easy escalation: a smooth move to human support when you need it.
📌Note: If you ask to speak to the support team outside normal hours, the Access Digital Assistant still passes your query to the team. They respond as soon as they're back online.
Use the Access Digital Assistant
To use the Access Digital Assistant in PeopleHR:
Click the Access Digital Assistant
icon.Click Ask a question, then type your query.
Read the guidance or click the suggested articles.
Tips for asking questions
To get the best answers:
Use the assistant in the product you need help with, as its guidance is tailored to that product.
Keep questions short and clear.
Rephrase or break down complex issues.
Start a new conversation for unrelated topics.
Avoid questions about a specific person's personal data.
Examples
Not recommended: Has John Doe logged in today?
Recommended: How do I check user login history?
View support tickets
If the support team logs a ticket to investigate your query further, you can check its progress at any time:
In PeopleHR, click the Access Digital Assistant
icon.Click the Tickets
icon. From here, you can:Review: select the ticket.
Reply: select a ticket, then type your message at the bottom.
Download the transcript: click the three-dot menu, then select Download transcript.
Give feedback
At the end of your conversation, the Access Digital Assistant asks whether it answered your question. Your feedback helps us improve the assistant and your support experience, and makes sure you reach human support when you need it.
Further support
Your Customer Success Plan decides which support channels you can use:
Named support contacts on any Customer Success Plan level can use the Access Digital Assistant.
Customers on a Standard or Premier Customer Success Plan can also use other support channels.
🤓Tip: If you're not a named contact, your company's named contact can use the Access Digital Assistant for you.
Account Support
For questions about your account or contract with the Access Group, use Account Support. It covers topics such as:
Getting invoices and account statements
Making remittances
Understanding account reconciliation
Setting up a direct debit
Managing purchase orders and invoices
Requesting company name changes
Updating addresses or contact details
Making a complaint