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Get Support in Access Legal Fusion

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Written by Huzayfah Patel
Updated this week

Open The Digital Assistant

To open the Digital Assistant from your browser:

  1. Go to My Access Portal in your browser.

  2. Click Sign In in the top-right corner.

  3. Under I’m a customer, click Sign in to MyAccess.

    • Do not click Sign in with Evo unless you are an Evo customer.

  4. Once you’re signed in, click Ask a question on the left-hand side.

    • A new window will pop up.

  5. In this window, under I need help with my Access Products, click Select a product.

  6. Click Access Legal Fusion.

  7. A chat window will open from the bottom-right of the screen – this is the Access Digital Assistant.

Use The Digital Assistant

  1. In the chat window, type your question directly into the Access Digital Assistant.

  2. The assistant will search the full knowledge base and return the most relevant guidance.

  3. In the response:

    • Where available, click the article link to open the full, step-by-step guidance.

  4. Use the feedback options in the assistant to confirm whether the answer resolved your query.

💡 Why feedback matters
Your feedback directly helps us improve our support content so it becomes more effective and helpful over time.

Escalate To A Support Engineer

If the Access Digital Assistant does not fully answer your question, you can escalate to Support:

  • Use the option shown in the assistant to talk to a support engineer, or

  • Type “Talk to a person” (or similar wording) at any point in the conversation.

The assistant will then guide you through creating a support case so the Support Team can investigate.

View Your Support Conversations

You can view your existing support conversations through the messenger in your Access Legal Case Management account:

  1. Log in to the My Access Portal.

  2. Open the Access Digital Assistant (as described above).

  3. Click Messages.

You’ll see your current and previous conversations with Support.

🤔 FAQs

Is the Digital Assistant available all the time?

Yes. The Access Digital Assistant is available 24/7, so you can search for answers whenever you need them.

When should I contact Support instead of using the Digital Assistant?

Use the Digital Assistant for:

  • Common tasks

  • Frequently asked questions

  • Quick “how do I…” queries

If your question is:

  • Complex,

  • Technical, or

  • Not fully resolved by the assistant

…type “Talk to a person” to create a support case for the Support Team to investigate.

Will all users be able to raise support cases through the assistant?

  • All users can:

    • Access the Help Centre

    • Use the Digital Assistant

    • View chatbot posts (outbound banners/messages)

    • See Status Hub information

    • Read Help Centre content

  • Only support-authorised users can send a message to Support and raise a case.

Users without support permissions won’t see the option to send a message, but can still use the assistant and content for self-service help.

Will support-entitled users change because of the Digital Assistant?

No.
The list of support-entitled users stays exactly the same. The Digital Assistant simply gives you more self-service options while keeping your existing support permissions unchanged.

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