There are multiple routes to get support with Weighsoft including raising support tickets, calling the team directly and out new AI Assistant with live chat.
Support Options
Every customer has access to:
Case Raising capability via the customer portal
Access to the Weighsoft Help Centre
Access-Hosted customers have access to the above and:
24/7 Digital Assistant (in-app)
In-App Chat (Monday to Friday, 8:00am to 5:00pm)
Help Centre Guides (in-app)
Standard and Premier plans include
If you're on a Standard or Premier plan, you also have access to:
Phone support.
Access Digital Assistant
The Access Digital Assistant is an AI-powered chat feature that provides instant support and answers to your questions about Weighsoft. Available 24/7, it acts as your virtual assistant, helping with common queries and offering quick solutions without waiting for human support.
You can access the Digital Assistant by clicking on the messenger icon in the bottom-right corner of your hosted Weighsoft system
With that window open you have the options to Search for Help which will direct you to the Weighsoft Help Centre.
If you are on a support entitlement (meaning you have been approved to raise support cases) you can also click on Ask a Question to talk to the AI Assistant. The Assistant will try and answer your question and, if needed, it can pass you over to one of the engineers to continue the support journey.
Key benefits
Instant responses: Get immediate answers to your questions.
24/7 availability: Access help whenever you need it.
Natural language support: Type your questions in plain English.
Comprehensive coverage: Find help across all Weighsoft features and topics.
When to use Access Digital Assistant
Use the Access Digital Assistant when you need help understanding features, troubleshooting issues, or general guidance about using Weighsoft.
Note: The Access Digital Assistant is different from Access CoPilot. The Access Digital Assistant provides support and guidance, whilst Access CoPilot is a data retrieval and task automation tool within Evo that directly interacts with your Weighsoft system to help you find specific information, generate reports, and perform actions.
In-App Chat
In-app chat connects you directly with the Weighsoft support team for real-time assistance.
Availability
Monday to Friday, 8:00am to 5:00pm GMT/BST.
When to use In-App Chat
Use in-app chat when you need personalised assistance from the support team for issues that require human expertise or detailed troubleshooting.
Help Centre
The Help Centre provides comprehensive step-by-step guides, tutorials, and documentation covering all Weighsoft features and processes.
Key benefits
Access instant answers to streamline your warehouse operations.
Find guides ranging from quick setup tutorials to advanced integration documentation.
Available 24/7, empowering you to maximise Weighsoft's capabilities independently.
Access the Help Centre
To access the Help Centre from within Weighsoft:
Direct Link
The Help Centre can be navigated to directly from any device via this link.
In-App on Access-Hosted Systems
Launch the messenger from the bottom right corner.
Click Help.
In-App on all systems (only available in Weighsoft 5.534 or higher)
Click on the Quick Support button
Click on Access our Knowledge Base
Raising Support Tickets
Tickets can be raised to the Support Team via the Access Customer Portal.
Cases will be assigned to a support engineer who will then reach out to you for further information and carry out an investigation as required.
Why can't I access in-app support or raise cases?
If you or a colleague cannot access in-app support features such as In-App Chat and the Access Digital Assistant, check the following:
Verify that you are registered under your Support Entitlement Plan with Weighsoft on Salesforce.
Ensure that the email address associated with your Weighsoft account (Found within Administration>Users) matches the one listed in Salesforce.
Both email addresses must be identical for proper authentication against the Weighsoft Support Entitlement Plan.
Any changes made to details can take up to 24 hours to synchronise and grant access. If you're still having issues accessing your in-app support options, please contact your Customer Success Manager or Account Manager to resolve this.
Important: In-app support features, including Chat and the Access Digital Assistant, are exclusively available to Access-Hosted users. These services are not accessible if Weighsoft is being run from your own server.