We understand that your work doesn’t always fit neatly into business hours. You might be finishing an SoA late in the evening, preparing for a client review first thing in the morning, or trying to resolve something quickly before the phones open.

That’s why we’ve extended Ava to our after-hours phone support. We’ve seen how effective Ava is at helping you resolve questions quickly, so now, you can access that same guidance when the team is offline. Whether you need help navigating AdviserLogic, completing a task, or finding the right feature, Ava provides immediate, step-by-step support so you can keep moving without delays.

If your query requires further investigation or account changes, you can leave a voicemail at any time. Your message is captured and passed directly to our support team for follow-up on the next business day.

After-hours support with Ava helps you keep work moving in your own time.

You can access Ava by calling the AdviserLogic support number outside of standard business hours. Ava will automatically answer your call and begin assisting you.
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When you call support after hours, Ava will greet you and prompt you to explain what you need help with. Start by clearly describing the task you are trying to complete within AdviserLogic, including the relevant module or feature.

For the best experience, use clear and simple language. Ava does not have access to your account or client data, but she is designed to guide you through AdviserLogic. Explaining where you are in the system, what feature you are using, what you are trying to achieve, and the issue you are facing will help Ava guide you more effectively.

Ava is designed to guide you through workflows, not replace support. She is most effective when helping you complete tasks or navigate the system. If your query requires changes, investigation, or confirmation within your account, Ava will help you capture this for follow-up.

As the conversation continues, Ava will guide you step-by-step through the required process. She may ask clarifying questions and will wait for your confirmation before moving to the next step. You can follow along in AdviserLogic while staying on the call.

If your query involves something Ava cannot complete, such as account updates or issues requiring investigation, she may guide you to voicemail. You can also request this at any time. Ava will prompt you to record your message, which will be sent directly to our support team for follow-up on the next business day.
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Ava performs best when guiding you through clearly defined tasks. You can use Ava to help with navigating AdviserLogic, completing workflows, generating reports, or understanding where to find specific settings or features.

Phone support works differently to chat. Ava guides you in real time, which means responses are delivered step-by-step and you will need to follow along as you go. Because of this, clarity and pacing matter more than in chat.

Some queries that work well in chat may require more clarification over the phone. Keeping your question focused and describing where you are in the system will help Ava guide you more effectively.

Ava is best suited to guidance and step-by-step support. You will get the most value when asking how to complete a task, where to find something, or how to use a feature within AdviserLogic.

If your query involves account changes, integrations, checking the status of something, or anything that requires investigation, leaving a voicemail is the fastest path to resolution.

If you are unsure, start with Ava. She will guide you to voicemail if follow-up is required.

To get the most out of your call, keep your query clear and focused. Ask one question at a time and describe what you are trying to achieve rather than only stating the issue. Including the relevant module, such as Fact Find, Cashflow, or Digital Advice, helps Ava provide more accurate guidance.

You should leave a voicemail if your request involves account updates, integrations, data-related issues, or ongoing cases. Leaving a voicemail is the fastest way to ensure your query is picked up and actioned by the support team.

When Ava escalates your call, your query is captured, and you will be prompted to leave a message. The support team will then follow up on the next business day, without you needing to repeat the issue.

When Ava escalates your call:

This ensures your issue is picked up without needing to repeat the conversation.

In some cases, Ava may take a moment to process more complex questions. You may notice brief pauses or be asked to clarify your request.

If the interaction is not progressing, try simplifying or rephrasing your question, or confirm where you are in the system. You can also prompt Ava by asking if she is still there or to continue.

If needed, you can request a voicemail or end the call and try again.

Additional Information

This is the first phase of Ava for phone support. As the experience evolves, improvements will focus on response speed, interaction flow, and guidance clarity. As usual, we welcome all your feedback