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Support made simple in Legal Compliance

Learn how to use the Digital Assistant to quickly find answers, raise support cases, and stay up to date with product news.

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Written by Huzayfah Patel

Introducing the Access Digital Assistant

When you need help, your journey begins with the Access Digital Assistant. It guides you through answers, troubleshooting steps, and shares relevant help content, all designed to get you moving quickly and confidently.


If the assistant can’t resolve your issue, it will seamlessly hand things over to our human support team if you are a named contact.

You can find the Access Digital Assistant for Legal Compliance here:

What is the Access Digital Assistant?

The Access 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.

Key benefits

By using the Access Digital Assistant, your support experience is enhanced with these 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 need to speak to the support team outside normal hours, the Access Digital Assistant will pass your query to the team, and they'll respond as soon as they're back online.

Use the Access Digital Assistant

To start getting answers from the Access Digital Assistant, follow the steps below:

  1. In Legal Compliance, click the Access Digital Assistant icon.

  2. Click Ask a question, then enter your query.

  3. Review the guidance or open the suggested articles.

  4. Let us know if it answered your question or if you need further help.

Best practices for asking questions

Here are some tips on how to ask questions that will get you the best answers:

  • Use the assistant within the product you need help with; guidance is tailored.

  • 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.

❌ Not recommended: Has John Doe logged in today?

✅ Recommended: How do I check user login history?

Provide feedback

At the end of your conversation, the Access Digital Assistant will ask whether your question was answered. Your feedback helps us improve both the assistant and our support experience. It also ensures you’re routed to human support when needed.

View conversations

You can view your previous and existing support conversations through the Access Digital Assistant in your Legal Compliance account.

  1. Log in to Legal Compliance.

  2. Click on the Access Digital Assistant icon in the bottom right corner.

  3. Click Messages.

View support tickets

If the Access Digital Assistant has escalated your query to the support team and it needs further investigation, they’ll convert your conversation into a ticket. To view the status of your ticket, follow the steps below:

  1. In Legal Compliance, click the Access Digital Assistant icon.

  2. Click the Tickets icon.

  3. Here you can:

    • Review: Select the ticket.

    • Reply: Select a ticket, then type your message.

    • Download the transcript: Click the three-dot menu, then select Download transcript.

📌 Note: If you don’t see the Tickets icon, you don’t have any tickets.

View Product Updates and News

Your Digital Assistant also includes a central hub for product-related updates:

  1. Open the News feed from within Legal Compliance.

  2. Review the latest:

    • Release notes

    • Newsletters

    • Important product updates

  3. Look out for the red dot on the News feed, which indicates new content is available to view.

Staying informed through the News feed helps you make the most of new features, enhancements, and important product information.

Further support

Your Customer Success Plan determines which support channels are available to you:

  • Named contacts on any Customer Success Plan level can speak to our Support teams through the Access Digital Assistant.

  • Customers on a Standard or Premier Customer Success Plan may have access to other channels too.

Our Account Support experience

If you have queries about your account or contract with The Access Group, you can use our Account Support experience for support on a range of topics, including:

  • Obtaining invoices and account statements.

  • Making remittances.

  • Understanding the account reconciliation process.

  • Setting up a direct debit.

  • Managing purchase orders and invoices.

  • Requesting company name changes.

  • Updating addresses or contact details.

  • Make a complaint.

Frequently asked questions

Will all users be able to raise support cases through the in-app assistant?

All users can access the Help Centre, and everyone will see the digital chatbot. However, only support-authorised users can send a message to Support to raise a case. Users without support permissions can still view:

  • Chatbot posts (outbound banners/messages)

  • Status Hub information

  • Help Centre content

They simply won’t see the option to send a message.

Will support entitled users change?

No – this will remain exactly the same.

Can we track support requests raised via the in-app assistant in the Support Portal?

Yes - Support requests raised through Intercom will automatically create a read-only ticket in Salesforce, and will automatically sync updates for both open and closed conversations and tickets every 4 hours. These completed cases will then be visible in the Support Portal.

What happens if the software is unavailable and the Digital chatbot can’t be accessed?

If the software is unavailable, users can still access the Help Centre independently of the application.

From the Help Centre:

  • All users can access the chatbot (for posts, outbound messages, and Status Hub updates)

  • Support-authorised users can raise cases if they need assistance

Our phone number remains unchanged, therefore users can still contact support via this method.

Why can I not see the chat box icon in Legal Compliance?

If you cannot see the chat box icon in the bottom-right corner of your screen, please follow these browser-specific troubleshooting steps to resolve the issue:

For Google Chrome

  1. Clear Browsing Data:

    • Press Ctrl+Shift+Del.

    • Set the Time range to "All time."

    • Select Cached images and files and Cookies and other site data.

    • Click Clear data.

    • Close and reopen Chrome.

  2. Update Chrome:

    • Open the menu (three dots in the top-right corner).

    • Go to Settings → About Chrome.

    • Allow Chrome to check for and install updates.

  3. Allow Cookies:

    • Go to Settings → Privacy and security → Cookies and other site data.

    • Select Allow all cookies.

For Microsoft Edge

  1. Clear Cache:

    • Press Ctrl+Shift+Del or navigate to the settings menu.

    • Set the Time range to "All time."

    • Click Clear data.

    • Restart Edge.

  2. Update Edge:

    • Open the menu (three dots in the top-right corner).

    • Go to Settings → About Microsoft Edge.

    • Allow Edge to check for and install updates.

  3. Allow Third-Party Cookies:

    • Open the menu (three dots in the top-right corner).

    • Go to Settings → Cookies and site permissions → Manage and delete cookies and site data.

    • Turn off Block third-party cookies.

General Tips

  • Fully close and restart your browser.

  • Restart your computer.

  • Clearing cache and cookies often resolves issues like overlapping text and pop-up errors.

If you are using Google Chrome, you can copy and paste the below links into your browser and allow third party cookies directly without needing to follow the above steps: chrome://settings/cookies > Allow third-party cookies</b For additional troubleshooting steps, refer to the browser-specific instructions provided above for Chrome and Edge.>

Why can I not see the chat box icon in Access Evo Legal Compliance?

Within Access Evo, you may need to enable third-party cookies. You can do this by following the steps below:

  1. On the top-right corner, click on where it says your name and then select My Settings.

  2. On the new page that opens, expand the area titled Functional and then in that area, expand Preferences.

  3. In the preferences area, ensure the toggle for Digital Assistant Third Party is turned on.

What if I cannot login to Legal Compliance?

If you are unable to log in to Legal Compliance, you won’t be able to access the Digital Assistant from within the product. In this situation, you should use the Help Centre instead, where you can still raise a support ticket using the Digital Assistant available there.

⚠️ Important: This option should only be used when you cannot log in to Legal Compliance.

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