Overview
On 14 September, 2026, Access Evo support transitioned from a Salesforce-based, divisional case management model to a centralised, AI-first support experience powered by Intercom. The change affects the customer-facing entry point, the internal tooling used to manage queries, and the team structure responsible for first-line support.
You can find more information relating to the changes here.
Key Concepts Explained
MyAccess Portal
Our customers access Evo support through our Customer Portal (MyAccess).
Digital Assistant
The AI assistant is the first point of contact for every query. It attempts to resolve the issue using Help Centre content. Only when it cannot help - or the customer requests a human -is the conversation handed over to the CX team.
Support Contacts / Entitlements
Only approved Support Contacts who have been added to a customer's Access Evo entitlement can use the experience.
Access Evo Help Centre
The Access Evo Help Centre is here, and although the Digital Assistant and Human Support team are only availe to Support Contacts, the help centre itself can be viewed and used by everyone.
Troubleshooting
My Customer cannot launch the Digital Assistant via MyAccess
Check that the user has been added to the Access Evo Entitlement and has been made a Support Contact.
Check that the user's cookie policies are not preventing the Digital Assistant from launching.
Useful Resources
This Salesforce reports highlights all customers that currently have 0 support contacts assigned to their Evo Entitlements
If you've tried the above troubleshooting steps, and a customer is still unable to see/use the Digital Assistant, start a chat with our Digital CX team here.