What to expect when you contact support
When you need help, your journey begins with the Digital Assistant. It guides you through answers, troubleshooting steps, and relevant help content, all designed to get you moving quickly and confidently.
If the Digital Assistant can’t resolve your issue, it will hand things over to our human support team.
⚠️Important: The Digital Assistant is available only to named support contacts within your company. If you aren’t a named contact, you may still see the assistant, but your experience may differ from what’s described here.
You can find the Digital Assistant for Eploy here 👇
What is the Digital Assistant?
The Digital Assistant provides quick, automated answers to help you resolve questions efficiently. It can guide you through troubleshooting steps, offer tailored suggestions, and surface relevant help content.
If the assistant can’t resolve your query, it will seamlessly pass the conversation to our human support team for more complex issues.
Key benefits
✨ Instant answers: Get immediate support for common questions.
📚 Direct help access: Jump straight to relevant help content.
🌙 Available 24/7: Get support whenever you need it.
🤝 Easy escalation: Move smoothly to human support when required.
📌Note: If you request to speak to the support team outside normal hours, the Digital Assistant will still pass your query to the team, and they'll respond as soon as they're back online.
Use the Digital Assistant
Via Eploy
To use the Digital Assistant within the Eploy core system, follow the steps below.
⚠️Important: The Digital Assistant is only available within the core system, this isn't available within any other portal (Hiring Manager Portal, Vendor Portal etc).
From any window within Eploy, click the Digital Assistant
icon.Click Ask a question, then type your query.
Review the guidance or open the suggested articles.
Best practices for asking questions
Use the assistant within the page you need help with; guidance is tailored based on where the request is raised from.
Keep questions short and clear.
Rephrase or break down complex issues if needed.
Start a new conversation for unrelated topics.
Avoid overly specific, personal-data-focused queries.
Examples
❌ Not recommended: Has John Doe logged in today?
✅ Recommended: How do I check user login history?
View support tickets
If the support team have logged a ticket to investigate your query further, you can check its progress at any time. To view the status of your ticket, follow the steps below:
From any window within Eploy, click the Digital Assistant
icon.Click the Tickets
icon. Here you can:Review: Select the ticket.
Reply: Select a ticket, then, at the bottom, type your message.
Download the transcript: Click the three-dot menu, then select Download transcript.
Provide feedback
At the end of your conversation, the Digital Assistant will ask whether your question was answered. Your feedback helps us improve both the assistant and your overall support experience. It also ensures you’re routed to human support when needed.