Overview
The Digital Assistant provides a fast and convenient way to get help without leaving Legal Bricks. Depending on your Customer Success Plan, you will either see prebuilt pathways for our most frequently asked questions or you can type your query directly into the Digital Assistant.
If the Digital Assistant cannot resolve your issue, you can automatically convert your query into a support case for our Support Team to investigate. This all happens within Legal Bricks, helping you get the answers you need more quickly. Our dedicated Support Team remains available for more complex or technical queries.
📌 Availability - Based on your Customer Success Plan, you may see different prebuilt pathways or options in the Digital Assistant.
What You Can Do with the Digital Assistant
Instant assistance
Quickly get answers to common questions and learn how to perform frequent tasks in your software.Convenient access
Open and read knowledge articles directly from Legal Bricks, saving time when looking for guidance.24/7 availability
Use the Digital Assistant at any time, day or night, to get support content when it suits you.Reach the team faster
If the Digital Assistant does not answer your question, you can convert your query to a support case without leaving Legal Bricks.Stay informed
Access the latest release notes, newsletters, and product updates through the integrated News feed. Watch for the red dot indicator to see when new content is available.
Use the Digital Assistant
Follow these steps to open and use the Digital Assistant in Legal Bricks:
In Legal Bricks, click the Digital Assistant bubble in the bottom-right corner of the screen.
In the Digital Assistant window, do one of the following:
Select a category that matches the area you need help with, then choose the specific query from the list.
Type your question directly into the Access Digital Assistant text box.
Wait while the assistant searches the knowledge base and returns a suitable answer.
Review the answer provided:
If a knowledge article is linked, click the article link to view the full, step-by-step guidance.
When you have reviewed the answer, confirm whether it has resolved your query by selecting the appropriate feedback option.
💡 Tip - Providing feedback on the answer helps us improve the Digital Assistant and support content over time.
Convert Your Query to a Support Case
If the Digital Assistant does not provide the answer you need, you can create a support case directly from your query.
In the Digital Assistant window, review the answer that has been provided.
If your query is not resolved, click Talk to a person.
Check the details of your query and add any extra information that will help the Support Team understand the issue.
Submit the request to automatically convert your query into a support case.
Your case is then sent to the Support Team, who will investigate and respond following the usual support process.
⚠️ Important - Only use Talk to a person when the Digital Assistant has not been able to resolve your query. This helps us keep support response times as fast as possible.
How Your Feedback Is Used
🤓 About Your Feedback
The feedback you provide on Digital Assistant answers directly contributes to improving our support content. Over time, this helps ensure that articles, pathways, and suggestions are as effective and helpful as possible for all users.
Will all users be able to raise support cases through the in-app assistant?
All users can access the Help Centre, and everyone will see the digital chatbot. However, only support-authorised users can send a message to Support to raise a case. Users without support permissions can still view:
Chatbot posts (outbound banners/messages)
Status Hub information
Help Centre content
They simply won’t see the option to send a message.
Will support entitled users change?
No – this will remain exactly the same.
Can we track support requests raised via the in-app assistant in the Support Portal?
Yes – but only once the case is closed.
Support requests raised through Intercom will automatically create a read-only ticket in Salesforce once the case is resolved. These completed cases will then be visible in the Support Portal.
Open or ongoing cases will not appear in the portal until they are closed but will be visible within the chatbot.
What happens if the software is unavailable and the Digital chatbot can’t be accessed?
If the software is unavailable, users can still access the Help Centre independently of the application.
From the Help Centre:
All users can access the chatbot (for posts, outbound messages, and Status Hub updates)
Support-authorised users can raise cases if they need assistance
Our phone number remains unchanged, therefore users can still contact support via this method.