The Access Digital Assistant gives you fast, self-service support directly from Access Legal Case Management. Type your question and the assistant will search our knowledge base to return the most relevant guidance. If you still need help, you can convert your query into a support case without leaving your software.
The Access Digital Assistant is currently available for entitlement contacts only.
Use the Digital Assistant
Follow the steps below to use the Digital Assistant from within Access Legal Case Management:
In Access Legal Case Management, click the Digital Assistant bubble in the bottom right corner.
Type your query directly into the Access Digital Assistant.
The assistant searches the full knowledge base to return the most suitable answer.
In the response, click the article link (where available) to view the full, step-by-step guidance.
Confirm whether the answer has resolved your query by using the feedback options.
The feedback you provide directly helps us improve our support content and ensures it is as helpful and effective as possible.
If the Access Digital Assistant does not provide the answer you need, click Talk to a person.
This automatically converts your query into a support case for our Support teams to investigate.
Viewing support Conversations
You can view your existing support conversations through the messenger in your Access Legal Case Management account.
Login to Access Legal Case Management.
Click on the Access Digital Assistant icon in the bottom right corner.
Click Messages.
View Product Updates and News
Your Digital Assistant also includes a central hub for product-related updates:
Open the News feed from within Access Legal Case Management.
Review the latest:
Release notes
Newsletters
Important product updates
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.
🤔 FAQs
Is the Digital Assistant available all the time?
Yes. The Digital Assistant is available 24/7, so you can search for answers whenever you need them.
When should I contact Support instead of using the Digital Assistant?
Use the Digital Assistant for common tasks and frequently asked questions. If your query is complex, technical, or not fully resolved by the Assistant, type Talk to a person to create a support case for the Support Team to investigate.
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 – but only once the case is closed.
Support requests raised through Intercom will automatically create a read-only ticket in Salesforce once the case is resolved. These completed cases will then be visible in the Support Portal.
Open or ongoing cases will not appear in the portal until they are closed but will be visible within the chatbot.
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.