Overview
Because we have different instances of Intercom per product, and separate instances for both Access Evo and Account Support, from time-to-time a customer may start their conversation in the 'wrong' place. This guides highlights the process you should follow in each of the below sceanrios.
I'm in Product Support — but this is an Access Evo question
I'm in Account Support — but this is an Access Evo question
I'm in Access Evo Support — but this is a product question
⚠️Important: Our Digital CX Engineering team are in the process of building an app that will allow our teams to triage chats from one Intercom workspace to another. Once live, that app will supersede the guidance covered in this article.
1. Product Support gets an Access Evo question
Guide the customer to self-serve first. Only escalate directly if it's urgent.
Recognise the question is actually about Access Evo, not the product the customer originally reached out about.
On the MyAccess Portal dashboard, click "Ask a question" under Need Help.
Choose "I need help with my Access products" → "Select a product".
The product list appears — Access Evo will be listed here if the customer has support entitlement. They choose it from the list.
⚠️ Important: If Access Evo isn't shown in the list, that means the customer doesn't have Access Evo support entitlement. Get them to select "I need help with my Access account" instead → "My account" — Account Support can check and grant entitlement (see "Checking & Granting Access Evo Support Entitlement" below). |
The Access Evo Digital Assistant pops up, bottom-right — ready to help with their question.
Alternatively, share the Help Centre link directly: https://help-accessevo.theaccessgroup.com/en/
IF URGENT / ESCALATION
Skip self-serve and message the CX First Line leaders directly on Teams — they can raise a chat on the customer's behalf.
Region | 1st escalation (TL) | 2nd escalation (Lead) |
APAC | Samantha de Souza | Rianne Teo |
EMEA | Sergiu Gugea | Vasilica Preda |
2. Account Support gets an Access Evo question
Check entitlement before doing anything else — you can't reassign a customer to Access Evo if they don't have support access.
Check whether the customer has Access Evo support entitlement — see "Checking & Granting Access Evo Support Entitlement" below. Don't skip this: even though reassigning is quick, it doesn't do any good if they can't actually be seen or self-serve in Access Evo.
If they have entitlement — reassign the conversation. In the conversation's Details panel, click the Team Inbox field.
Search for "Access Evo CX" and assign the conversation to it.
⚠️ Important: If they don't have entitlement — follow the granting steps below first. Once entitlement is confirmed or added, then reassign as above. |
IF URGENT / ESCALATION
Instead of just reassigning, message the CX First Line leaders directly on Teams.
Region | 1st escalation (TL) | 2nd escalation (Lead) |
APAC | Samantha de Souza | Rianne Teo |
EMEA | Sergiu Gugea | Vasilica Preda |
3. Access Evo Support gets a product question
Same pattern in reverse — guide to that product's own help centre first, escalate to its Team Leader only if urgent.
Identify which product the question actually relates to.
Guide the customer to that product's own Help Centre or Digital Assistant — the same "Ask a question → Select a product" path they'd use from the MyAccess Portal dashboard.
They select "I need help with my Access products" → "Select a product".
They choose the relevant product from the list and get directed straight to that product's help centre and digital assistant.
⚠️Important: If their product isn't shown in the list, that means they don't have support entitlement for it. Get them to select "I need help with my Access account" instead → "My account" — Account Support can check and grant entitlement (see "Checking & Granting Access Evo Support Entitlement" below). |
IF URGENT / ESCALATION
Message that product's Support Team Leader on Teams — they can open a chat directly with the customer.
Full contact list by product & region:
Product / Team | Support Team Leader |
APAC |
|
Access RDB | Vernadet Villanueva |
Definitiv | T D |
Attache | Phan Hailey |
UBS | Intan Nurzetty Amira Azaha Shah |
WageEasy / Micropay | Darren Ignatius Nonis / Vinod Ganesan |
Handisoft | Iqbal Munir |
APS / Elite | Vinnod Gunaseharan |
ChangeGPS | Vinnod Gunaseharan / Uthra Vembu |
ATO Smartdocs | Peta Jones / Uthra Vembu |
APAC Prospect CRM Support Team Leader | Subashini Nair AP Kasinathan |
APAC Unleashed | Natanya Seiderer |
EMEA |
|
UK Unleashed | Robert Britton |
Mintsoft | Tom Jamson |
CM2000 / CM product | Danni Bowie |
CM Integrations | Claire Greenall |
Mosaic | Lindsey Owens |
PeopleHR | Chris Zlavog / Flavius Bucur |
Onboarding Team Leader | Beatrice Flore |
Access Lightyear | Heather Worthington |
Proclaim | Sam Connor |
Volcanic | Brian Benson |
Legal support for LMS | Adriana Popovic |
Health & Safety | Jill Harris |
Access Workspace | Claire Ellis |
EMEA (Donorfy) |
|
Support Team Leader | Graham Bell |
Support Team Leader | Owain Rees |
CSM | Graham Dunn |
Can't find the right contact?
Go to the customer's account (or search for the product) in Salesforce.
Open an account with the same product, then go to Customer Success → Cases.
Click into the case owner to check if they're a technical support person.
Click their name to find their Manager — that's the Team Leader for that product.
Checking & Granting Access Evo Support Entitlement
Shared reference — applies to all three scenarios above. None of the three routes work if the customer doesn't have Access Evo support entitlement — Fin and the product list simply won't show it, and reassigning the chat on Intercom doesn't get around that. Check first.
⚠️ Important: Before granting, always check remaining seats on the entitlement (visible on the same page in both methods below). Don't grant past the seat limit. |
Method A — search by product
In Salesforce, go to the customer's account → Customer Success → Entitlements → click the product (e.g. "Access Evo").
Under Entitlement Contacts, if the customer is a support user, the Support box will be ticked. If not, you can tick the box under Support yourself to grant support entitlement.
Click the customer's name under Contact Name → confirm the Support box for that product is ticked → click Edit.
Scroll down to Role. "Support Contact" should already be in the Chosen box — if it isn't, select it under Available and click the right arrow to add it. Click Save.
It should then look like this:
Method B — search by user
Go to the customer's account → Profile → Contacts → select the customer's name from the contact list.
Tick the box under Support to grant support entitlement. Also confirm "Can log into Community" is ticked, so they can log into MyAccess Portal.
Click Edit in the top right.
Scroll down to Role. "Support Contact" should already be in the Chosen box — if it isn't, select it under Available and click the right arrow to add it. Click Save.
It should then look like this:
If there are no seats left
If you're Account Support: verify they're actually a contact on the account first (Profile → Contacts). If you're Product Support: skip this — their MyAccess Portal login already verifies them.
Check remaining seats (Method B above).
If there are seats left, just add them directly via Method A or B above.
If there are no seats left, tell the customer and ask if they'd like to proceed anyway.
Then it depends on who's asking:
The person asking is already a support user (asking on behalf of someone else), or is manager-level and already on the contact list — they have standing to ask for an existing support user's entitlement to be reassigned. See "Removing a support entitlement" below.
The person asking is not currently a support user, but is on the contact list — same as above, plus ask them to CC their existing support users for approval to become a support user.
The person asking is not on the contact list at all — ask the customer to CC one of their existing support users to verify them as an employee (so you can add them to the contact list), and to confirm whether they want to replace an existing support seat. If they decline to replace it, the existing support user will need to raise the support case on the new person's behalf instead.
Removing a support entitlement
Go to the customer's profile (Method A or B above) → untick the Support box for the specific product you're changing → click Edit.
In the edit page, scroll down to Role → with "Support Contact" in the Chosen box, use the left arrow to move it back to Available, removing their support role. Click Save.
Adding someone to the contact list
After verifying the customer is from the organisation, collect: full name, email address, phone number, and role/position in the company.
Go to the customer's account → Profile → Contacts → click New.
Fill in their details and select the region (APAC/EMEA/US), then click Save. If they also need support entitlement, follow Method A or B above (or "If there are no seats left" if seats are constrained).
Access Evo Support — internal reference · not for external distribution