The Digital Assistant is available directly within Incase and is designed to support self-service, guided help, and faster access to our Support Team.
🗝️ Key Features
The Digital Assistant helps you get more from Incase by providing:
Instant assistance to quickly find answers to frequently asked questions and guidance on common tasks.
Convenient access to knowledge articles without leaving Incase.
24/7 availability so you can get help at any time.
Faster access to Support by converting unanswered queries into support cases.
The latest news and updates, including release notes, newsletters, and product updates, all in one place.
Open the Digital Assistant
From within Incase, click the Digital Assistant icon.
The Digital Assistant panel opens on your screen.
Ask a Question in the Digital Assistant
Open the Digital Assistant.
Based on your Customer Success Plan, choose one of the available options.
Use a prebuilt pathway
Select the category you would like help with.
Select the specific query that best matches your needs.
Type your own question
Click into the message box.
Type your question directly into the Digital Assistant.
The Assistant searches the full knowledge base and returns the most relevant answer.
View Step-by-Step Guidance
Review the answer returned by the Digital Assistant.
Look for any links included within the response.
Click the link to open the full knowledge article.
Follow the step-by-step instructions in the article to complete your task.
Give Feedback on an Answer
Your feedback helps us continuously improve the Digital Assistant and our support content.
Review the answer provided by the Digital Assistant.
Confirm whether the answer resolved your query.
Select the option that best describes your experience, such as marking the answer as helpful or not helpful.
📌Note: The feedback you provide directly contributes to improving our support content and ensuring it remains effective and relevant.
Create a Support Case from the Digital Assistant
If the Digital Assistant does not provide the help you need, you can contact the Support Team without leaving Incase.
Open the Digital Assistant and ask your question.
Review the suggested answer.
If you still need assistance, click Talk to a person.
Your query is automatically converted into a support case for the Support Team to investigate within Incase.
A member of the Support Team will follow up with you through the usual support channels.
Stay Informed with the News Feed
Open the Digital Assistant.
Locate the integrated News or Updates section.
Check for a red dot indicator, which means new content is available.
Click a news item to view details such as:
Latest release notes.
Newsletters.
Product updates.
🤔 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.