Automation of Asite Email Support and Introduction of In-Platform Virtual Assistant
We are introducing automated email support for all clients. Beginning Friday, January 30th, 2026, Asite Customer Experience (ACE), your dedicated virtual assistant, will provide initial responses by extracting knowledge from our Help Centre and documentation.
If an answer is not available or if a user prefers speaking to a person, the conversation will be instantly transferred to a Support Specialist.
In addition, we're introducing in-platform automated chat as an extra support channel, giving you more flexibility in how you reach us.
TIP: For additional information on accessing and navigating the chat widget, check Accessing ACE in Products and Modules.
How Can ACE Benefit Me?
ACE enhances your support experience in several ways:
Benefit | Explanation |
Faster response times | Your query is attended to instantly. |
No waiting queues | Get a helpful answer while the system routes to a specialist when needed. |
24/7 availability | Receive immediate assistance at any time, regardless of region. |
Consistency of information | Responses are sourced directly from our knowledge base. |
Reduced resolution time | Simple queries can be solved instantly, freeing specialists to respond faster to complex issues. |
Smarter triaging | Ace gathers context, ensuring the Support Team receives a clean, detailed summary of your issue if they step in. |
Improved onboarding | New users can self-serve common questions without needing to wait for support. |
What if I Want to Speak to a Human?
We completely understand that some queries require human judgement. That's why ACE is designed to step aside immediately when needed.
You'll be routed to a Support Specialist when:
You tell ACE you want to speak to an agent or team member.
ACE has made two attempts and your query remains unresolved.
The topic is automatically categorised as requiring human support (i.e. errors, outages, platform downtime).
Key Assurances
Our Live Support Team Remains Available
Support Specialists are always accessible and oversee interactions at all times. They step in when needed, nothing changes in your level of access to Asite Support Team.
Data Protection and Security
All interactions with ACE are handled within the secure Asite ecosystem.
Third-party AI providers are contractually restricted from using any inputs or outputs to train their AI models.
Customer data is not used for model training.
Asite maintains Business Associate Agreements (BAAs) with AI providers to ensure HIPAA-level protection for all supported environments.
NOTE: There is no change to the level of support provided. If you have any questions, do not hesitate to get in touch with our Support Team at support@asite.com.