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, it will seamlessly hand things over to our human support team.
📌 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.
Easy escalation: Move smoothly to human support when required.
📌 Note: If you need to speak to the support team outside normal hours, the Access Digital Assistant will pass your query to the team, and they'll respond as soon as they're back online.
Use the Access Digital Assistant in ATO SmartDocs
To start your support journey:
Log in to ATO SmartDocs.
Select the Access button and launch the Digital Assistant.
In the Digital Assistant, click Ask a question and type in your question.
The Assistant can help with:
Common questions
Troubleshooting steps
Product guidance.
It provides quick, accurate responses and is available at any time.
Escalation to a support specialist
If your query can't be resolved by the Digital Assistant, you will be transferred to a support specialist, and be given a Conversation Reference Number so you know your query is with the team.
The specialist will receive the details of your conversation so far, so you won't need to repeat information.
They'll respond via the Digital Assistant. You don't need to sit and wait. You can return to the Digital Assistant at any time and see the conversation.
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. It also ensures you’re routed to human support when needed.
View support tickets
If the Access Digital Assistant has escalated your query to the support team and it needs further investigation, they’ll convert your conversation into a ticket. To view the status of your ticket, follow the steps below:
In the Access Digital Assistant, click the Tickets icon.
Here you can:
Review: Select the ticket.
Reply: Select a ticket, then, at the bottom, type your message.
Download the transcript: Click the three-dot menu, then select Download transcript.
📌 Note: If you don’t see the Tickets icon, you don’t have any tickets.
Our Account Support experience
If you have queries about your account or contract with The Access Group, you can use our Account Support experience for support on a range of topics, including:
Obtaining invoices and account statements.
Making remittances.
Understanding the account reconciliation process.
Setting up a direct debit.
Managing purchase orders and invoices.
Requesting company name changes.
Updating addresses or contact details.