What to expect when you contact support
When you need help, your journey begins with the Access Digital Assistant. It guides you through answers, troubleshooting steps, and relevant help content, all designed to get you moving quickly and confidently.
If the Access Digital Assistant can’t resolve your issue, it will hand things over to our human support team.
⚠️Important: The Access 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.
If your query relates to your Access account, contract, or invoices, you need to raise this via our Account Support assistant instead.
You can find the Access Digital Assistant for SelectHR 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.
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 Access Digital Assistant will still pass your query to the team, and they'll respond as soon as they're back online.
Use the Access Digital Assistant
Via SelectHR
To use the Access Digital Assistant within your SelectHR site, watch the video or follow the steps below.
In SelectHR, click the Access Digital Assistant
icon.Click Ask a question, then type your query.
Review the guidance or open the suggested articles.
Via MyAccess Portal *coming soon*
To use the Access Digital Assistant from the MyAccess Portal, watch the video or follow the steps below.
Sign in to the MyAccess Portal, then click Ask a question.
Click Select a product, then select SelectHR.
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 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.
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:
In SelectHR, click the Access 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 Access 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.
Further support
Your Customer Success Plan determines which support channels are available to you:
Named support contacts on any Customer Success Plan level can use the Access Digital Assistant.
Customers on a Standard or Premier Customer Success Plan may have access to additional support channels.
🤓Tip: If you’re not a named contact, your internal named contact can interact with the Access Digital Assistant on your behalf.