This article explains how to use the digital assistant to search our knowledge base, get AI-powered answers, and connect with the Support Team when needed.
You can use it directly from your product and from the Help Centre, so you can get help whether you are logged in or just browsing articles.
📌 Note:
The Help Centre assistant is available to all users, including visitors, and is best for quick questions and urgent or edge cases.
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Just follow these simple steps below to maximize your experience with our AI Chatbot ✨.
Use the Digital Assistant for Support
Find the Digital Assistant
Go to your Vincere system, then look at the bottom right corner of the screen.
Click the chatbot icon or Chat button to open the assistant.
Alternatively, go to the Help Centre, then click the chat bubble in the bottom corner of any page.
Wait for the chat window to open, then review the tabs and options available.
When the chat window opens, you can:
Type questions in natural language.
Paste text from error messages or emails.
Upload images (for example, screenshots) with a short explanation.
Share links that describe the issue you are experiencing.
Use the Home, Messages, and Help Tabs
Inside the assistant, you can use three main tabs:
1. Home tab
Click Home to see the main assistant view.
Type your question to chat instantly with the AI.
Review any suggested help articles and updates shown by the assistant.
2. Messages tab
Click Messages to review your previous conversations.
Click Ask a question to raise a new request.
Select one of the available options that matches your query:
I have an account/billing concern – for account or billing questions.
Get help on how to use Vincere – for feature questions or technical issues.
I want to report an issue – to report a problem or raise a support ticket to an agent.
I want trainings and webinars – to request or schedule training and webinars.
I would like to share my feedback – to give feedback and suggestions.
Need help with a different issue – for queries that do not fit another category.
3. Help tab
Click Help to browse help article collections.
Select the collection that matches your product area or task.
Open any article to read more detailed guidance.
Review Answers and Escalate to the Support Team
Type your question in the chat box, then press Enter to send it.
Review the AI-powered response, including any links, images, or videos suggested.
If the answer helps, follow the recommended steps in your product or the Help Centre article.
If you need more help or want to speak to a person, type “speak to a person”, “talk to the team”, or a similar phrase.
Follow the prompts from the assistant to connect with the Support Team (availability depends on your support plan).
When you finish, close or minimise the chat window.
📌 Note: If the digital assistant’s answer is helpful, you can still type “speak to a person” at any time if you want to confirm details, ask follow-up questions, or escalate an issue.
Available Features by Support Plan
The features available in the admin area assistant depend on your Customer Success Plan:
Customer Success Plan | AI Support | Live Chat Support |
Premier | ✓ | ✓ |
Standard | ✓ | ✓ |
Essential & Classic | ✓ | ✓ |
Non-support users | ✓ | ✕ |
🤓 Tip: Contact your Account Manager if you are unsure which Customer Success Plan you are on or what support features you can access.
Use the Help Centre Assistant
Use the Help Centre assistant when you are browsing help articles or need help but do not have access to your admin area. This assistant is available to all customers and visitors.
Access the Help Centre Assistant
Go to the Help Centre in your browser.
Look for the blue chat bubble in the bottom corner of the page.
Click the chat bubble to open the assistant.
Click Send us a message to begin a new conversation.
Enter your email address when prompted so we can contact you if needed.
Select I have a question or another option that fits your request.
Get Help From the Help Centre Assistant
Type your question in the chat box, then press Enter.
Review the instant answers provided from our help articles.
Ask follow-up questions in the same conversation if you need more detail.
If the automated response does not fully resolve your issue, type “Get more help” to request additional support.
Follow any further prompts from the assistant or Support Team.
End Your Help Centre Conversation
When you have received the help you need, type “That helped”.
Provide a rating for the assistance you received.
Leave feedback to help improve the digital assistant.
Close the chat window or continue browsing the Help Centre.
💡 Best Practices
Ask clear, specific questions as you would with a human support agent.
Keep questions short and focused (ideally fewer than 30 words) so the assistant can identify the issue quickly.
Use familiar product terms such as candidate table view, candidate profile, or other feature names used in Vincere.
Phrase your question in natural language; the assistant understands many different ways of asking the same thing.
Break complex problems into several smaller questions instead of one long query.
When sending images, always include a brief explanation instead of sending images alone.
Avoid heavy technical jargon; use straightforward language where possible.
Rephrase your question if the assistant does not understand you the first time.
Provide feedback after your conversation so we can improve the assistant over time.
If the chat bubble does not appear, try refreshing the page or clearing your browser cache.
Example Questions You Can Try
How do I filter job leads by status?
How can I delete a candidate?
What should I do if I see an Errors button after downloading Velocity?
How can I check who added a phone number to a candidate profile?
How can I track jobs that have not been posted yet?
How do I see how many CVs were sent this month?
Is it possible to remove a job from Vincere?
What is the easiest way to delete a candidate profile?
🤔 FAQs
Q1: How can I hide the chatbox after using it?
Answer: To hide or minimise the chatbox, click the Blue button at the bottom right corner of your screen; the window will stay hidden until you open it again.
Q2: What is the difference between the admin area and Help Centre digital assistants?
Answer: The admin area assistant offers enhanced features for customers, including live chat support, while the Help Centre assistant provides instant answers from our knowledge base to all users, including visitors.
Q3: Which digital assistant should I use?
Answer: Use the Help Centre assistant for quick questions when browsing the knowledge base, when you are not logged in, or when you can't log in Vincere.
Q4: The digital assistant is not understanding my question. What should I do?
Answer: Try rephrasing your question using simpler terms or breaking it into smaller, more specific questions. The assistant works best with clear, focused queries.
Q5: Do I need to start a new conversation each time?
Answer: In the Help Centre/ In-app, you can continue the same conversation within your current browser session.
Q6: What if I am not a customer but need help?
Answer: You can use the Help Centre assistant, which is available to all users including visitors. It provides AI-powered answers from our knowledge base without requiring you to be a customer.
Q7: The chat bubble is not appearing. What is wrong?
Answer: First, try refreshing the page or clearing your browser cache. In the system, make sure you are logged in. Or if you're using Global Protect, try to change the global protect gate then wait for few minutes and refresh the page. In the Help Centre, try navigating back to the homepage if the bubble is not visible.
Q8: Can I provide feedback on the assistant’s performance?
Answer: Yes, both assistants ask for feedback after interactions. Your comments and ratings help us improve the experience for all users.
🙅♂️ What to Avoid When Using the Chatbot:
Avoid One-Word or Very Complex Questions:
Single-word replies or overly complex questions are less effectively processed by the chatbot.Incorrect or Unclear Terminology:
Use correct terms related to Vincere. Incorrect terminology can hinder the chatbot’s ability to provide accurate answers.Excessively Long Queries:
Limit your queries to fewer than 30 words. Long, continuous text can be too complicated for the chatbot to interpret effectively.Overly Technical Language:
Avoid heavy technical jargon. Stick to straightforward, simple language for the best results.
By following these guidelines, you'll quickly and efficiently resolve your queries with Vincere’s AI Chatbot.
Happy Recruitment #TheVinnyWay🤩