Introducing the Access Digital Assistant
When facing an issue or needing guidance, starting a chat with Access digital assistant is the quickest way to get help. Whether you're troubleshooting a problem, looking for information, or simply need guidance for a task.
If the assistant is not able to help you, it will help you escalate your conversation with our team.
📌 Note: If your query relates to your Access account, contract, or invoices, you need to request escalation to our digital assistant and our relevant team will be able to assist you.
Learn how to use our Access digital assistant by watching the video below or read the guidance below:
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 ResDiary, click the Access Digital Assistant
icon.Click Ask a question to 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
If you're experiencing an issue that can't be resolved through our digital assistant or need help with something specific to your account or diary, raising a case ensures your query reaches the right team.
Raise your ticket from the diary
Below you can find the steps to open your ticket with our team without having to utilise our digital assistant:
From the top right hand side of your main page, click the Help
icon.Click New Ticket.
Add your query details.
Click Send Feedback.
You will now get an email with your ticket number.
Monitor your email as our team will contact you from there when possible.
📌 Note: You can also reach out directly from your email inbox by contacting us on [email protected].
Check your message history
Once you close the chat with our digital assistant you can easily reopen that conversation, any time you need it by following the steps below:
Click the Access Digital assistant
icon.Click Messages.
Click your conversation.
Resume your chat or review its content.
🤓 Tip: You can export your chat by clicking the three dots on the top right of your chat, then click download transcript.
Search for guidance
You can quickly find articles about specific topics on our new help center by following the steps below:
Click the Messenger
icon.From the home page click Search for help.
Type the topic on the text box.
Select a guide from the list.
Review the information on the article.
🤓 Tip: You can click the Minimise 
icon to reduce the window size for the article.