On Wednesday 12 August, we'll be introducing improvements to the way named support contacts interact with the support team. These changes will make it quicker and easier for you to get help, contact support and use the Access Digital Assistant — all from within the Definitiv product.
What’s changing?
The Digital Assistant will guide you through your query and provide real‑time support. If your issue needs further assistance, we will transfer you seamlessly to a member of our support team.
If you are unable to access Definitiv, you will have a second option of using the Digital Assistant in the MyAccess portal.
Getting support from within Definitiv
To start your support journey:
Log in to Definitiv.
Select the Access button.
Scroll down and click Support Chat.
In the Digital Assistant, click Ask a question and type in your question.
The Assistant can help with:
Common questions
Troubleshooting steps
Product guidance.
It provides quick, accurate responses and is available at any time.
Escalation to a support specialist
If your query can't be resolved by the Digital Assistant, you will be transferred to a support specialist, and be given a Conversation Reference Number so you know your query is with the team.
The specialist will receive the details of your conversation so far, so you won't need to repeat information.
They'll respond via the Digital Assistant. You don't need to sit and wait. You can return to the Digital Assistant at any time and see the conversation.
Unable to access Definitiv? Use MyAccess portal to launch the Digital Assistant
Log in to the MyAccess, using the same username and password as for the Customer Success Portal.
Click Ask a question.
Click Select a product.
Choose the product you require assistance with, Definitv.
Once the Digital Assistant has opened, click Ask a question.
Why this change is being introduced
We are making this improvement to:
Speed up the time it takes to get help
Remove the need to complete support forms
Provide instant answers where possible
Ensure a faster handover to a human expert when needed
This upgrade is part of our ongoing commitment to making your support experience simpler and more efficient.