Our Virtual Agent is here to help you quickly find answers, guide you to relevant knowledge base articles, and point you in the right direction when you’re unsure where to look. It’s designed to give you fast, simple support - but there are a few things to know about how it works.
Like any AI tool, it may sometimes misunderstand your request, give an inaccurate answer, or not always find what you’re looking for.
What the Virtual Agent Can Help With
The Agent is best at:
- Finding relevant Help Center articles
- Answering “how do I…?” questions about Workvivo features
- Guiding you through general steps or processes
- Providing quick links to the right resources
- Helping you submit a support request to our team
If your question matches an article, the Agent will surface it right away.
What the Virtual Agent Cannot Do
The Virtual Agent uses AI to interpret your question, but it cannot handle some queries.
If the Agent can’t understand your request, gets stuck or repeats itself, that’s a sign it doesn’t have an article to match your question. For example, if the answer doesn’t exist, it gives an incorrect or irrelevant answer, or it can’t find what you’re looking for - it may ask you to rephrase.
In this case, feel free to rephrase your message and try again, browse the Help Center, or, contact Support.
Here are some things the chatbot isn’t able to handle:
- Access, view or change your personal account
- Check configurations or settings specific to your organization
- Tell you who your Workvivo Customer Experience Manager or point-of-contact is
- Fix bugs, incidents, or technical issues
- Provide answers that do not exist in the Help Center
- Understand incomplete, vague, or very complex questions
- Follow conditional logic (e.g., “If X, then do Y”)
- Always know when you’re asking about a specific feature (e.g. "upload a photo" could relate to Workvivo Chat, Pages, Billboards, Posting an Update etc.)
In these cases, it may ask you to clarify and provide more detailed information, or offer to connect you with our Support team.
When the Agent Sometimes Gets Stuck or Repeats Itself
You may also notice it giving the wrong answer, looping, or not responding clearly - these are signs it couldn’t match your question to an article.
When this occurs, the AI Agent may:
- Ask you to rephrase your question
- Try a different interpretation
- Offer a similar article
- Suggest contacting our Support team
This is normal behaviour - it simply means the current question wasn’t specific enough for it to understand.
Tips to improve accuracy:
- Try describing exactly what you want to do
- Mention the area of the platform (e.g. "Surveys”, “Spaces”, “Analytics”, "Chat”)
- Use complete and direct phrases, like; “how do I add a photo to a news article?” or "how do I send an image in Chat" - instead of simply saying "add a photo."
If the Agent Gives an Incorrect or Unhelpful Answer
Sometimes, the Agent might provide an incorrect answer and recommend an unhelpful article. It may appear confused or misunderstand what you mean.
This usually happens when:
- The wording overlaps multiple product areas
- The Help Center doesn’t yet have an article for that scenario
- The question is too broad or too short
- The topic isn't supported (e.g. the question relates to your organization specifically)
If this happens, you can:
- Provide information that you might have left out originally
- Rephrase the question
- Click “No, not helpful”
- Ask to speak to a human or request support
Remember: clear, specific language helps the Agent avoid misinterpreting your question or returning unrelated results.
Talking to a Human
If you prefer to skip the AI Agent:
- Type “contact support”, “speak to a human”, or “help from a person”
-
You will be asked for:
- Your name
- The email linked to your Workvivo account
- Your organisation’s Workvivo URL
- Your request will be forwarded to our Support team
- A human agent will follow up by email as soon as possible
After You Submit a Request
You’ll receive:
- A confirmation that your request was sent
- An email once a support specialist picks it up
- Further communication directly via email
When you are redirected to our Support team, please add any additional information you might have left out to the chat conversation, including screenshots.
These details and any accompanying attachments will greatly assist our Support team when looking into your query.
Note: After you submit the request form, your support ticket has been created and submitted to our team - the AI Agent will no longer reply. Please open our Help Center in a new tab, to start a new conversation.
Tips for Getting the Best Answers
To help the Virtual Agent understand your question more accurately, try including:
- What feature you’re using (e.g. Spaces, Chat, Analytics etc.)
- The action you’re trying to take (e.g. remove, add, delete, upload, change)
- Any specific phrases you see on screen
- Whether you’re asking for web or mobile
The clearer the question, the more accurate the answer.
If You Notice Incorrect Answers
We’re continually improving the Virtual Agent. If you receive an answer that’s incorrect, unclear, irrelevant, confusing, or not what you meant, feel free to let us know in your question or support request.
Your feedback directly helps us improve it for everyone!
We’re Here to Help
The Virtual Agent is designed to help you get quick answers - and when it can’t, a human is always available to step in.
If you ever feel stuck, confused, or frustrated, please reach out through the Agent of via a Request Form - and our team will be happy to help.