Support platform update - Digital Assistant FAQs

As part of upgrading to Eploy's latest version, you'll gain access to the Digital Assistant within the core Eploy system. This builds on our earlier move from Zendesk to Intercom, and is the next step in modernising how you get support from the Eploy team.

No action is needed on your part. Once your system has been upgraded, the Digital Assistant will be available within Eploy and you can start using it straight away.

The Digital Assistant gives everyone on your team quick access to the Eploy Knowledge Base directly from within the platform, so you can search for help articles and guidance without leaving the system. It also allows you to chat directly with the support team, all from within Eploy itself.

As part of this upgrade, all users at your organisation are entitled to chat directly with the support team through the Digital Assistant, in addition to having full access to the Knowledge Base.

From the point of your upgrade, new support cases should be raised via the Digital Assistant rather than by email. You'll find it within the Eploy application by clicking the Support Centre option within the top Eploy navigation bar, and it's the quickest way to get your query to the right place.
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The conversations that are ongoing with the team will still be available within the digital assistant once you log back in. If the team reach out to you while you're not logged in the response will be available in the digital assistant ready for you to respond to on your return. You will need to be logged into your account and accessing the digital assistant to respond back to the team.

Yes - the Digital Assistant supports attachments being added to the conversations and allows you to copy/paste directly into the chat. This is handy if you're wanting to share an image of the screen you're on without having the leave the page.

Going forward, new support cases should be raised via the Digital Assistant rather than by email. If you have a case that's already open with the team at the point of your upgrade, this will simply continue and be completed via email, as it was originally raised.

Any case you have open with the support team at the point of your upgrade will be finished via the channel it was originally raised on - in most cases, email. You won't need to re-raise it or explain your query again.

Yes - any case raised through the Digital Assistant going forward will have its full history available to you within it, so you can always look back over previous conversations.

Cases raised by email during the transition to the Digital Assistant won't carry across and won't be visible within it. If you ever need to refer back to one of these, please get in touch with the support team at support@eploy.co.uk and we can look into it for you.

Yes - as part of this upgrade, our support hours are extending to give you a wider window for support. We're moving from 9:00 - 17:30 to 08:00 - 18:00, Monday to Friday.

No - your service level agreements are not changing as part of this upgrade. Response and resolution targets remain exactly as they are today.