This guide explains how to access and use Alii chat support, so you know where to find help, what to expect from the Alii Assistant, and what to do if your question can't be resolved through chat. After reading this guide, you will know how to start a chat, what the Alii Assistant can help you with, and how to escalate if your question is not resolved.
Sections in this guide
What can Alii chat support do?
Alii chat support is powered by the Alii Assistant, an AI chatbot that provides agentic, sourced answers to your questions about the Alii platform. The Alii Assistant searches the Alii knowledge base and returns answers with references to the relevant articles, so you can see exactly where the information comes from. It can provide instructions, how-to guidance, and answers to general questions about the platform.
During business hours, 8am to 5pm Monday to Friday, Australian Eastern Standard Time (AEST), you can also connect directly with the Alii support team. To do this, select Talk to an agent in the chat window.
How to access Alii chat support
Alii chat support is available in two places: from within the Alii application, and from the Alii knowledge base. Both access points use the same Alii Assistant and offer the same functionality.
From within the Alii application
Follow these steps to start a chat from within the Alii application.
- All logged-in Alii users can access chat support. No additional setup is required.
- Log in to Alii.
- Select the blue chat widget in the bottom right of the screen.
- The chat window opens. Select Ask a question or type your question directly into the message field.
The Alii Assistant will search the knowledge base and return an answer with a reference to the source article. If you want to read the full article, select the link in the response.
Info!
The chat widget is available on every screen within Alii.
You do not need to navigate to a specific page to access the chat. It appears in the bottom right corner of the screen at all times while you are logged in.
If the chat widget does not appear, check that you are logged in and that browser extensions are not blocking the widget. Contact support@myalii.cloud if the issue persists.
From the Alii knowledge base
Alii chat support is also available on the Alii knowledge base . The chat widget appears in the bottom right of the screen in the same way it does in the Alii application.
Info!
Accessing the knowledge base requires support portal registration.
To use chat support via the knowledge base, you need to be registered on the Alii support portal. Visit How to: Access Alii support portal for instructions on how to register.
What happens outside of business hours
The Alii Assistant remains available and will continue to provide sourced answers drawn from the knowledge base at all times. Outside business hours, 8am to 5pm Monday to Friday AEST, the option to speak with a support team member is not available.
If the Alii Assistant cannot resolve your question outside of business hours, you will be prompted to submit a support ticket through the support portal. Ticket submission requires you to log in to, or register for, the Alii support portal. Visit How to: Access Alii support portal for further instructions. Alternatively, you can email support@myalii.cloud and a ticket will be created on your behalf. The Alii support team will respond during business hours.
Limitations of Alii chat support
Alii takes security seriously. Alii chat support cannot provide any specific details regarding client data, user information, or security-sensitive questions. This includes details about the billing process, or specific invoice and purchase order information.
If you need support with an issue of this nature, get in touch with the support team by submitting a ticket through the support portal or emailing support@myalii.cloud.
What to do if Alii Assistant cannot help
If the Alii Assistant cannot resolve your question, you have a few options.
- Ask a member of the Accounts Payable team at your organisation.
- Submit a support ticket using one of the methods below:
- Submit a support ticket through the support portal, if you are registered.
- Submit a ticket by emailing support@myalii.cloud.
Need help? Have questions?
If you have any questions or need assistance with the latest product updates, please reach out to your dedicated Customer Success Manager or contact our support team at support@myalii.cloud. Our knowledgeable and friendly team is here to help.
We also welcome your feedback on the Alii product and services. Feel free to share your thoughts with us at feedback@myalii.cloud.