Overview
Availability
This feature is available for support seat superusers on Essentials, Pro, and Enterprise packages
Where to find the chatbot?
The chatbot is available 24/7 on the Aptem Help Centre.
Look for the chat icon in the bottom-right corner of the screen:
After that, if you choose to minimise the bot, it will remain minimised until you click the chat icon to reopen it.
What can the chatbot do?
The chatbot can:
- Help users find relevant support articles.
- Provide instant answers to common queries.
- Automatically raise a ticket on your behalf when it's unable to answer your query, or if you need further information.
Note: The chatbot responds using existing articles from the Aptem Help Centre - it does not generate new answers or access account data.
How to use the chatbot?
To start a conversation:
- Click the chat icon in the bottom right of any page on the Help Centre.
- Type a question into the chat box (e.g. "How do I update my profile?").
- The chatbot will return relevant articles or guidance.
- If that response didn't resolve your issue, you'll have the option to 'Get More Help.' Once clicked, you can provide details on the impact and prevalence of the issue, and a ticket reference will be generated for you.
- You can then view updates on the created ticket as usual on your "My Activities" page.
Some examples
The more specific you can be with your question, the higher the quality of the response will be. We’ve put some examples below:
✔️ Examples of good questions:
- How do I change my password?
- An error message appears when trying to start a review, why is this?
- How do I contact Support?
❌ Examples of less effective questions:
- Help
- Everything is broken
- Can you check my account? (The Aptem Help Centre chatbot cannot access user-specific data.)