We're excited to announce we're launching a new support process.
From the 15th December 2025, we've streamlined your support journey with a new and quick way to access and get support through our in-product Digital Assistant.
What this means for you
Clients won't need to raise cases via the customer success portal and providers won't need to email the support email address to raise a case. Instead, you'll get instant help and product support in the Digital Assistant.
📌Note: Clients will still be able to view historical cases in the customer success console.
You'll be able to view current open cases via the in-product Digital Assistant. Open the Digital Assistant at any time and select messages to continue working with your support team.
Key benefits
Faster answers: Our new in-app messenger, powered by generative AI, gives you immediate access to helpful knowledge base answers, tips, and updates all within the app.
Convenient access: Browse knowledge articles directly in your software.
24/7 availability: Access help any time, day or night.
Case creation: Entitled contacts can convert Digital Assistant conversations into support cases instantly.
Seamless support: If the Access Digital Assistant can't answer your query, a member of our support team will automatically take over, ensuring that you’re always in the right hands. You won’t need to manually create a case.
Why we're making this change
Customer satisfaction is our highest priority, so we're always looking for ways to improve your experience. This includes a commitment to improve response times and provide the required support. We've tested this experience with some of our customers who found that most questions were resolved faster, and satisfaction rates were higher than ever.
By leveraging AI, we aim to provide a quicker path to resolution, but we also know some queries require a human touch, so our team is still available when needed.
How it works
The Access Digital Assistant provides answers to your help questions or escalates your issue to the team if required. If a case needs to be created outside of the chat, it'll also handle that for you.
We’re confident this improvement will make your support experience smoother and more efficient. We look forward to continuing to provide the highest level of support to you and your team.
See our handy guide on how to get help with the Access Digital Assistant.
What you need to know
We will close the Support Portal for raising new cases on December 15th, but you can still view historical cases as usual.
All support interactions will happen within SProc.
Our dedicated support team remains available for complex or technical queries.
Missing Digital Assistant icon
Check out this handy help guide for further help.