Introducing Support Chat Bot

What this article covers

This article shows you how to submit a support request through the Humanforce Help portal, using the support chat bot:

• Selecting the appropriate product type
• Accessing the support chat bot
• Requesting help from the Humanforce Support Team

Log in to Humanforce Help

1. Go to the Humanforce Help site, click on 'Sign In'  and log in with your credentials. If you don't have a login, see Getting a login.

Select your product

1. Use the product selector in the top section "Choose Product".  Note - for WFM or Payroll queries, please select the same product.  
2. The page will update to the product specific page, and the chat bot will be displayed in the bottom right of your screen.  
3. NOTE - there is a unique chat bot per product, in order to have knowledge that is specific to each product.  If you select the wrong product, you can use "Choose Product" to change to a different product. 

Start your chat

1. Select "New conversation"
2. The chat bot will display a welcome message.  Please add your question in the text box.
3. You can also review past conversations

Request for query to be routed to Support Team

1. If you can not get the answer required, and would like to have your query routed to the Support team, please use "talk to human" (or variation).  
2. Complete the escalation details.  These details will be provided to the Support Team along with the conversation with the chat bot.
3. Please ensure all details of query are provided, including any screen shots.  This will allow the Support Team member to immediately investigate your query.
4. Once a ticket is created, you can review this under "My Requests" in the client portal.  Alternatively you will be emailed a ticket confirmation including your ticket number.  
5. Your query will be allocated to the support team based on urgency and severity.   This is determined using your responses to: number of people impacted; if this function was previously working; and the area of concern.
6. If you need your query escalated to have an agent review urgently, please email SupportManagers@humanforce.com and provide your ticket number and reason your request requires urgent assistance. 

Use of Forms

1. 'Submit a request' forms will remain available as we transition to the new chat bot
2. To request help from the Services team, please continue to use the 'Service Request' form.
3. Adding a 'New User Request' will also be available during the transition period; to request adding new users to the support portal.