Overview
Our support service is powered by the Access Digital Assistant — an AI-powered chat tool designed to help you find answers quickly. If the assistant cannot resolve your query, or you prefer to speak with someone directly, you can request to be connected to a member of our support team.
This article explains exactly what happens next, so you know what to expect and don't need to stay in the chat waiting for a reply.
What happens after you request a human agent
Your request is logged Once you ask to be connected to a support engineer, your conversation is queued and assigned to the appropriate team. A confirmation message will appear in the chat.
An engineer picks up your query A member of our team will review your conversation and respond as soon as possible. Response times vary depending on current demand and the time of day your request is made.
You receive an email notification When the engineer replies, you will automatically receive an email to the address registered on your account. This email confirms that a response is waiting for you.
Use the link in the email to continue The email contains a direct link back into the chat. Click it at any time to re-open the conversation, read the engineer's response, and continue from exactly where you left off.
You do not need to wait in the chat
Important! You can close the chat window at any time There is no need to remain in the chat whilst waiting for an engineer. Your conversation is saved and nothing will be lost. Simply wait for the email notification and return via the link provided.
This means you can get on with your work without the inconvenience of keeping a chat window open or monitoring it for a reply. The email will come to you.
Support hours
Days Monday – Friday | Hours 08:00 – 18:00 |
Queries raised outside business hours If you contact us after 18:00, or at the weekend, your message will be picked up on the next available business day. You will still receive an email notification as soon as your engineer has responded.
For critical Priority 1 issues outside of standard hours, please refer to your Customer Success Plan or contact your account manager for out-of-hours escalation guidance.
Frequently asked questions
What if I do not receive an email notification? Please check your spam or junk folder first. If you still cannot find the email, you can log back into the chat portal at any time and view your open conversations directly. |
Can I still reply in the chat window instead of via email? Yes. The link in the email takes you directly back into the same conversation thread. You can type your reply there just as you would in any chat. Both the email and the link in the email give you access to the same conversation. |
Will my chat history be saved? Yes. Your full conversation history is retained, including everything shared with the digital assistant before being passed to an engineer. The support team can see the full context, so you do not need to repeat yourself. |
How long will it take for an engineer to respond? Response times depend on your support tier and current team availability. Our team aims to respond to all queries within contracted SLA timeframes. You can view your SLA commitments within your Customer Success Plan or by contacting your account manager. |