About this guide
Support conversations have moved from logging a case in Salesforce to starting a conversation in Intercom, either in-product or through the MyAccess Portal at myaccess.theaccessgroup.com. The process behind the scenes is the same: questions are logged, tracked, and answered by real people. Only the way a customer opens a request has changed, and the Digital Assistant is now the front door for every question, so encourage customers to start there: it answers instantly, or connects them to the right person. This guide gives you a natural response to each concern, so no one has to improvise.
Hear the concern. Listen for what is really being asked. It usually maps to one of the objections below.
Use the response. Say it in your own words. The wording is a starting point, not a script to read out.
Reinforce. Use the talking points for follow-ups and to give a little extra reassurance.
Language. Always use positive language when referring to the Digital Assistant. We know it is the best and fastest way for customers to get their queries resolved.
"Raise a case" is now "ask a question"
The biggest change customers need to understand is that there is no longer a "raise a case" button, and nothing is called a "case" anymore. Make sure this one lands clearly with customers. To get exactly what a case used to give them, customers ask a question: they type it into the messenger, in-product or in the MyAccess Portal (subject to how Intercom has been deployed to specific cohort of customers), and it is logged, tracked, and either answered instantly or passed to the team, just as raising a case was. Same result, new starting point.
If an interaction requires technical investigation the Support team will convert it to an Intercom ticket. This serves as a way to track longer, more complex queries and isn't always required. The customer can continue the conversation regardless of whether their interaction is a ticket or a conversation.
In Salesforce you... | In Intercom you... |
Clicked "raise a case" | Ask a question in the messenger |
Got a case with a case number | Get a conversation you can follow the whole way (with Conversation ID once it escalates to a human) |
Logged a case on the portal | Start it in your product, or in the MyAccess Portal at myaccess.theaccessgroup.com |
Waited for a reply to your case | Get an instant answer, or a reply from the team, with email updates either way. Advise customers they don't need to wait in the chat they will get updates via email when the team replies. Customers will also be given expected reply times when handed to a team member. |
If a customer says "I just want to raise a case," keep it simple: "That is exactly what asking a question does now, it is the same thing with a new name."
Lead with the Digital Assistant
The Digital Assistant is the first port of call for every question. Encourage customers to start there for everything: it answers common questions instantly, and for everything else it puts them straight through to a member of the team who can help. Present it as the fast front door, not a barrier. It also automatically behind the scenes triages and prioritises every query, so the more detail a customer gives it, the faster and more accurately it gets them to the right help. It is worth encouraging them to explain what they need in full. Every response below leads with that message while still meeting each concern head on.
1. "How do I raise a case?"
Customer says: "How do I raise a case? I can't find where to raise a case anymore."
How to respond: "Raise a case" is now "ask a question". Type your question into the messenger, in your product or in the MyAccess Portal, and it is logged and tracked just as a case was. It either answers you straight away or puts you through to the team, and you get email updates the whole way.
Talking points
"Raise a case" is simply "ask a question" now. It is the same thing with a new name.
The more detail you give, the better the Digital Assistant can triage and answer your question or prioritise the query and get it to the right place, so include everything relevant.
Every question you ask is logged and tracked.
You still get email notifications on every update.
2. "I don't want a chatbot"
Customer says: "I don't want to deal with a chatbot. I want to talk to a real person."
How to respond: The Digital Assistant is more than a chat bot. The Digital Assistant is there to give an instant answer using our entire product and support knowledge bases, and if it can't help, just let it know you'd like to speak to a member of the team and it will route you through. One of our support engineers will pick up the conversation from there.
Talking points
The Digital Assistant handles, known questions so you are not waiting. Anything it can't answer, it puts through to a person.
If the Digital Assistant can't help, let it know you'd like to speak to a member of the team and it will route you through.
Your conversation is picked up by the right team, not a generic queue.
You get a full written record of everything discussed, easy to track and refer back to.
3. The bot can't help with my kind of issue
Customer says: "The bot can't help with my kind of issue. My cases aren't the standard stuff."
How to respond: Even for issues it can't resolve on its own, the Digital Assistant is still the fastest first step: it gets you straight to the right team with your details already captured. Just tell it what you need, and if it is something a person should handle, it connects you without you having to repeat yourself.
Talking points
The Digital Assistant is the fast first step for everything. For complex or technical issues it connects you to the right engineer for the job.
Telling us up front that it is complex or recurring means we route it to the right team from the start.
Nothing gets lost in translation, the whole conversation comes through to the team.
4. Raising the same issue because it needs a human agent
Customer says: "I keep raising the same recurring issue. Going through this every time is a waste of my time."
How to respond: I understand. When you open the conversation, use the same reference or conversation ID number you used before or tell the Digital Assistant what you need (e.g. a data fix) and that you need the support team to action it.
Talking points
Open with the specific ask and state you need a member of the team.
Known recurring issues are flagged as repeats, so you are not starting over each time.
5. What happens to my existing cases? (old Salesforce cases)
Customer says: "What happens to my existing cases? Will I lose my history?"
How to respond: Nothing is lost. Your existing and past cases stay in the MyAccess Portal (myaccess.theaccessgroup.com), and you can still open them to see the full history. Intercom is only for new support conversations from now on, so your record simply continues.
Talking points
Existing cases remain visible in the MyAccess Portal.
Historical cases are not deleted or moved.
New conversations are kept in Intercom and can be viewed alongside your history.
6. What if I have a P1 or urgent issue?
Customer says: "What if I have a P1 or critical issue? I can't wait for a chatbot."
How to respond: Chat is the quickest way to reach us for something urgent. Open a conversation and tell us it is critical, and it is prioritised for our support engineers. You can always call us on your dedicated phone line if you have a critical issue.
Talking points
Flag it as urgent, let the Digital Assistant know exactly what's going on, and it is prioritised for our engineers.
Every message is timestamped and tracked from the moment you reach out.
Our support hours and coverage have not changed.
7. I prefer email or the phone
Customer says: "I prefer email, or just picking up the phone. Why change?"
How to respond: The only thing that has changed is how you open a request. Instead of raising a case on a portal form or sending an email, you ask a question in Digital Assistant within your product or in the MyAccess Portal. You get a faster first response and one place to see everything. You can still call us on your dedicated phone line if you need us.
Talking points
Our Digital assistant is your fastest way into Support.
Instant answers to common questions, and a full conversation history you can follow.
One place for everything, with no separate case reference numbers to chase.
8. The AI gave me the wrong advice
Customer says: "The AI gave me the wrong advice. I can't trust it, especially on something serious."
How to respond: You are right to flag that, and I'm sorry the Digital Assistant pointed you the wrong way. The Digital Assistant is referencing our support and product knowledge bases. This is the same knowledge our support agents reference when answering your queries. It is still the quickest way in: it answers questions instantly and connects you to a person for anything more involved, just let the Digital Assistant know you'd like a member of the team and it will route you through for us to check it properly.
Talking points
If advice looks wrong, do not act on it. Let it know you'd like a member of the team and it will route you through for us to review it.
Every question the Digital Assistant can't solve is reviewed, and we use that to improve all our self-help tools so you get faster answers next time.
Quick reference
Customer objection | Key response | Always mention |
"How do I raise a case?" | There's no "raise a case" now. You ask a question, and it's logged and tracked the same way. | It's the same as raising a case, with a new name. |
Don't want a chatbot | The Digital Assistant is always the first step and is more than a chat bot. If it can't help, it routes you to a person. | The Digital Assistant has access to all our product and support knowledge. |
Bot can't help my issue | It is the fast first step, and it routes complex issues straight to an engineer if required. | The Digital Assistant has access to all our product and support knowledge. |
Same recurring issue | Quote your previous reference, ask to speak to the team and we link it to the history and flag it as a repeat. | Always give the Digital Assistant the full context and ask it to speak to a member of the team. |
Existing cases | All history stays in the MyAccess Portal. Nothing is deleted. | Portal still accessible. |
P1 / urgent | Open a chat, give full context and flag it as urgent. It is prioritised for our engineers. | You can always call us if your issue is urgent. |
Prefer email / phone | Only the way you open a request has changed. Everything else is the same, and faster. | Phone availability unchanged. |
AI gave wrong advice | If an answer looks wrong, don't act on it, and ask it to route you to the team. | Ask to speak to a member of the team and report the wrong answer. |
Tips for the team
Acknowledge first. Before you explain anything, show you have heard them. "I completely understand why that's frustrating, let me sort it." A customer who feels heard is far easier to help.
Champion the Digital Assistant. Encourage customers to use it first for any question. It gives an instant answer to common questions and connects them to the right person for the rest. If it ever gets something wrong, put it right quickly, that is what builds the trust that keeps customers using it.
Use the customer's own words. If they mention a recurring issue or a conversation ID, use it back. It shows you are picking up their history, not starting cold.
The handover is seamless. If the Digital Assistant can't help, customers just tell it they'd like a member of the team and it routes them straight through. Reassuring them of that upfront makes them comfortable starting with the Digital Assistant.
Close only when they confirm. Before you resolve a conversation, check the fix worked for the customer. Never close on assumption, and if a closed conversation is still broken, reopen it rather than start a new one.
Encourage full detail. The Digital Assistant triages and prioritises every query, so it works best with the full picture. Nudge customers to include everything relevant up front, what they were doing, what happened, and any reference, and it gets them to the right help faster.