The Messenger is the Intercom Messenger configured by Docupath for Docupath users. It brings support together in one in-platform widget, including a link to the Help Center, an AI chatbot for support, and a view of your conversations and tickets.

Press the Messenger button on the navigation bar at the top of the Docupath platform to open the Messenger widget.

The Messenger widget has a bottom navigation bar made up of spaces. There are three spaces: Home, Messages, and Tickets.

The Home space greets you with "How can we help?" and provides quick actions:

The Messages space shows your conversations. This includes conversations with the AI chatbot, including ones that have been escalated to human support (only available for customers with Direct Support, not Partner-Led Support), as well as tickets that have continued as conversations afterward. You can start a new conversation from here using Chat with us.

The Tickets space shows your support tickets and their status.

All conversations started in the Messenger begin with the AI chatbot responding by default. When you ask the chatbot a question, its response includes links to the relevant Help Center articles, shown under a Source: label, so you can read more on the topic.

Conversations remain with the AI chatbot until human escalation is requested. Human escalation is available only when human support is enabled for the user's Docupath instance, as per the agreements in place. When it is enabled, escalated conversations are handed to the Docupath Global Support Team. Where provided, human support through the Messenger can include audio and video calls in addition to chat.