Get support in Access Approve
Access Approve provides multiple ways to get help directly within the application, ensuring you can find answers and resolve issues quickly. Your access to in-app support features depends on your Support Entitlement Plan. This guide explains the in-app support features available to you and how to access them.
Getting support
To start your support journey:
Log into your Evo platform
On the Evo page, click on the access button in the top left-hand side of your screen.
Select Products and then select Access Approve.
From the drop-down if you have multiple databases, select the one you wish to work on.
Locate the messenger icon in the bottom right corner.
Click to launch the messenger.
Then click on Ask a question.
Type in your question and hit Enter
The Access Digital Assistant will try and answer your question and, if needed, it can pass you over to one of the engineers to continue the support journey.
Your support options
All customers receive
Every customer has access to:
24/7 Digital Assistant (in-app).
In-App Chat.
Monday to Friday, 8:00am to 5:30pm GMT/BST.
Help Centre guides (in-app).
Case raising capability.
Important: Premier customers will be routed to their dedicated support team.
Access Digital Assistant
The Access Digital Assistant is an AI-powered chat feature that provides instant support and answers to your questions about Access Approve. Available 24/7, it acts as your virtual assistant, helping with common queries and offering quick solutions without waiting for human support.
Key benefits
Instant responses: Get immediate answers to your questions.
24/7 availability: Access help whenever you need it.
Natural language support: Type your questions in plain English.
Comprehensive coverage: Find help across all Access Approve features and topics.
When to use Access Digital Assistant
Use the Access Digital Assistant when you need help understanding features, troubleshooting issues, or general guidance about using Access Approve.
In-App Chat
In-app chat connects you directly with the Access Approve support team for real-time assistance with more complex queries.
Availability
Monday to Friday, 8:00am to 5:30pm GMT/BST.
When to use In-App Chat
Use in-app chat when you need personalised assistance from the support team for issues that require human expertise or detailed troubleshooting.
Help Centre
The Help Centre provides comprehensive step-by-step guides, tutorials, and documentation covering all Access Approve features and processes.
Key benefits
Access instant answers.
Find help guides and troubleshooting.
Available 24/7.
Access the Help Centre
To access the Help Centre from within Access Approve:
Launch the messenger from the bottom right corner.
Click Help.
Why can't I access in-app support?
If you or a colleague cannot access in-app support features such as In-App Chat and the Access Digital Assistant, check the following:
Verify that you are registered under your Support Entitlement Plan with Access Approve on Salesforce.
Ensure that the email address associated with your Evo / Access Approve account matches the one listed in Salesforce.
Both email addresses must be identical for proper authentication against the Access Approve Support Entitlement Plan.
Need more help?
If you have questions about your Support Entitlement Plan or need assistance with accessing in-app support features, contact your Customer Success Manager or Account Manager.