This article explains how to use the digital assistant to search our knowledge base, get AI-powered answers, and connect with the Support Team when needed. You can use it directly in SmartAi and from the Help Centre, so you can get help whether you are logged in or just browsing articles.
Use the Digital Assistant in SmartAi
đ Note: The Help Centre assistant is available to all users, including visitors, and is best for quick questions and urgent or edge cases. It gives instant answers with no waiting, helps you resolve common queries so your work keeps flowing, and is available 24/7.
Find the Digital Assistant
Go to SmartAi, then look at the bottom right corner of the screen.
Click the chatbot icon or Chat button to open the assistant.
Alternatively, go to the Help Centre, then click the chat bubble in the bottom corner of any page.
Wait for the chat window to open, then review the tabs and options available.
Once the chat window opens, you can:
Type questions in natural language.
Paste text from error messages or emails.
Upload images, such as screenshots, with a short explanation.
Share links that describe the issue you are experiencing.
Home Tab
Click Home to see the main assistant view.
Type your question to chat instantly with the AI.
Review any suggested help articles and updates shown by the assistant.
Messages Tab
Type what you need in your own words, and the assistant will direct your request accordingly.
Help Tab
Click Help to browse help article collections.
Select the collection that matches your product area or task.
Open an article to read more detailed guidance.
Review Answers and Escalate to the Support Team
Type your question in the chat box, then press Enter to send it.
Review the AI-powered response, including any links, images, or videos suggested.
If the answer helps, follow the recommended steps in SmartAi or the Help Centre article.
If you need more help, type "speak to a person", "talk to the team", or a similar phrase.
Follow the prompts from the assistant to connect with the Support Team. Availability depends on your Customer Success Plan.
When you finish, close or minimise the chat window.
đ Note: If the digital assistant's answer is helpful, you can still type "speak to a person" at any time if you want to confirm details, ask follow-up questions, or escalate an issue.
Use the Help Centre Assistant
Use the Help Centre assistant when you are browsing help articles or need help but do not have access to SmartAi. This assistant is available to all customers and visitors.
Access the Help Centre Assistant
Go to the Help Centre in your browser.
Look for the blue chat bubble in the bottom corner of the page.
Click the chat bubble to open the assistant.
Click Send Us a Message to begin a new conversation.
Enter your email address when prompted, so we can contact you if needed.
Select I Have a Question or another option that fits your request.
Get Help From the Help Centre Assistant
Type your question in the chat box, then press Enter.
Review the instant answers provided from our help articles.
Ask follow-up questions in the same conversation if you need more detail.
If the automated response does not fully resolve your issue, type "Get more help" to request additional support.
Follow any further prompts from the assistant or Support Team.
End Your Help Centre Conversation
When you have received the help you need, type "That helped".
Provide a rating for the assistance you received.
Leave feedback to help improve the digital assistant.
Close the chat window or continue browsing the Help Centre.
Available Features by Support Plan
The features available in the SmartAi assistant depend on your Customer Success Plan.
Customer Success Plan | AI Support | Live Chat Support |
Premier | â | â |
Standard | â | â |
Essential and Classic | â | â |
Non-support users | â | â |
đ¤ Tip: Contact your Account Manager if you are unsure which Customer Success Plan you are on or what support features you can access.
Best Practices
Ask clear, specific questions, as you would with a human support agent, and keep them under 30 words where possible.
Use familiar product terms, such as candidate table view or candidate profile, instead of technical jargon.
Break complex problems into several smaller questions instead of one long query.
Include a brief explanation whenever you send images, rather than sending images alone.
Rephrase your question if the assistant does not understand you the first time, and share feedback afterwards to help us improve.
FAQs
Q1: How can I hide the chatbox after using it?
Answer: Click the blue button in the bottom right corner of your screen to hide or minimise the chatbox. The window stays hidden until you open it again.
Q2: What is the difference between the SmartAi assistant and the Help Centre assistant?
Answer: The SmartAi assistant offers enhanced features, including live chat support, while the Help Centre assistant provides instant answers from our knowledge base to all users, including visitors.
Q3: Which digital assistant should I use?
Answer: Use the Help Centre assistant for quick questions when browsing the knowledge base, when you are not logged in, or when you cannot log in to SmartAi.
Q4: The digital assistant is not understanding my question. What should I do?
Answer: Try rephrasing your question using simpler terms or breaking it into smaller, more specific questions. The assistant works best with clear, focused queries.
Q5: Do I need to start a new conversation each time?
Answer: No. In the Help Centre or in SmartAi, you can continue the same conversation within your current browser session.
Q6: What if I am not a customer but need help?
Answer: You can use the Help Centre assistant, which is available to all users, including visitors, and provides AI-powered answers from our knowledge base without requiring you to be a customer.
Q7: The chat bubble is not appearing. What is wrong?
Answer: Refresh the page or clear your browser cache, and make sure you are logged in to SmartAi. If you use Global Protect, try changing the gateway, wait a few minutes, then refresh the page. In the Help Centre, navigate back to the homepage if the bubble is still not visible.
Q8: Can I provide feedback on the assistant's performance?
Answer: Yes. Both assistants ask for feedback after interactions, and your comments and ratings help us improve the experience for all users.