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, you can still raise cases in MyAccess.

⚠️ Important: The Access Digital Assistant is only available to named Support Contacts in your company. If you are not a named Support Contact, you may still have access to the assistant, but it may not be the same experience as described in this article.

📌 Note: If your query relates to your Access account, contract, or invoices, you need to raise this via our Account Support assistant instead.

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.

Use the Access Digital Assistant

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

In Access People Hospitality, click the Access Digital Assistant icon.
Click Ask a question, then enter your query.
Review the guidance or open the suggested articles.
Let us know if it’s answered your question.

Best practices for asking questions

Here are some tips on how to ask the 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. If you require further assistance, you can still raise a case as normal.

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 other channels too.

🤓 Tip: If you’re not a named contact, your internal named contact can interact with the Access Digital Assistant on your behalf.

Raise a case in MyAccess

If the Access Digital Assistant didn’t answer your query, you can raise a case in MyAccess by following the steps below:

Go to MyAccess>
Click I'm a Customer, then log in.
Click My Access, then click Create case.
Select the required product.
Enter a description, then click Next.
Enter any other relevant information including:
- Detailed information of the issue or request.
- Steps to replicate the issue.
- Attachments, like screenshots or screen recordings.
Click Raise a case online.

📌Note: A confirmation message with your case number is displayed on the next screen.

Review existing cases in MyAccess

To view your open cases, follow the steps below:

In MyAccess, click I'm a Customer, then log in.
Click My Access, then click My open cases.

🤓 Tip: If a case is waiting for more information from you, you can see these cases by clicking Cases I need to action.

Create a MyAccess account

If you’re a named contact but you’ve not registered to the MyAccess portal, you can do so by following the steps below:

Go to MyAccess>
Click Register for an account.
Fill in the registration form.
Click Submit Application.

Once complete, you'll receive an email stating that your account is ready to use.

Our Account Support experience

If you have queries about your account or contract with The Access Group, you can use our Account Support experience [https://help-financehub.theaccessgroup.com/en/] for support on a range of topics, including: