Overview
This article helps you contact support using the Access Digital Assistant in Onboarded. If you are signed in to Onboarded, the Access Digital Assistant is available directly on your dashboard. There is no separate login or additional tool required. You can ask a question, receive an answer from our knowledge base, and escalate to a person if you need more help.
Key benefits
Instant answers from our knowledge base, available without leaving Onboarded.
The option to speak to a human agent if you need further support.
A simple feedback prompt after each interaction to help us improve.
Before you start
Before opening the Access Digital Assistant, make sure you have:
Your Onboarded login URL to hand.
Your usual Onboarded sign-in credentials.
📌 Note: The Access Digital Assistant does not use a separate login. You must be signed in to Onboarded before the bubble appears. If you have trouble signing in, check that you are using the correct credentials before trying again.
Open the Access Digital Assistant
The Access Digital Assistant is available from your Onboarded dashboard. Sign in first, then open it from the bottom right corner of your screen.
Go to your Onboarded login URL.
Sign in using your usual credentials.
Go to the dashboard.
Click the Messenger bubble to open it.
Ask a question
Use the Access Digital Assistant to send your question and get an answer straight from our knowledge base. You can then choose to confirm it helped or escalate to a person.
Click Ask a question, then enter your question into the free text box and send it.
Review the answer based on our knowledge base.
Choose your next step:
Type That helped if your question is resolved.
Type Talk to a person to escalate to a human support agent.
Provide feedback when prompted to help us improve the experience.
The steps above are everything you need to complete this process. The GIF below shows the same steps in action, from opening the Access Digital Assistant to receiving an answer and choosing a next step.
📌 Note: If the answer does not resolve your question, you can escalate to a person at any time by typing 'Talk to a person'.
Best practices
Sign in fully before looking for the Access Digital Assistant bubble, as it only appears once you are authenticated.
Check your login URL and credentials if the bubble does not appear on your dashboard.
Use the 'Talk to a person' option whenever the answer does not fully resolve your query.
Provide feedback after each interaction to help us improve the support experience.
FAQs
Q1: Where do I find the Access Digital Assistant in Onboarded?
Answer: The Access Digital Assistant bubble appears in the bottom right corner of your dashboard after you sign in to Onboarded.
Q2: Do I need a separate login to use the Access Digital Assistant?
Answer: You do not need a separate login to use the Access Digital Assistant. It is built into Onboarded and is available as soon as you sign in.
Q3: Why can I not see the Access Digital Assistant bubble?
Answer: The bubble only appears once you are fully signed in to Onboarded. If you cannot see it, check that you are using the correct login URL and credentials.
Q4: How do I speak to a person instead of the assistant?
Answer: After receiving an answer, type 'Talk to a person' in the message field. This escalates your query to a human support agent.
Q5: Why should I provide feedback after my interaction?
Answer: Your feedback helps us improve the quality and accuracy of the Access Digital Assistant for all users.
Q6: What do I do if I have forgotten my password?
Answer: On the Onboarded login screen, click Forgot Password?, enter your email address, then click Submit.
A password reset link will be sent to your email. Follow the link to set a new password and sign back in.
