The help assistant: questions about how the portal works

The help assistant answers questions about how the admin portal and the app work — "how do I set up a class?", "where do I prepare a payment request?". It answers only from the Aqlemy manual: the explanation per page and the knowledge base articles. It reads no data of your organisation: questions such as "how many members have paid?" belong to the AI Assistant for data. The assistant is an AI and can make mistakes; check important steps.

Where to find it

• Computer: at the bottom of the sidebar, click Need help? Ask your question. If the sidebar is collapsed, the button there is called Ask. The help panel opens on the Ask tab (the help assistant); the This page tab shows the explanation for the page you are on.
• Phone or narrow screen: tap Ask in the top bar.
• Without access to the help assistant, the button is called Help and only opens the explanation for the page.
• At the bottom of the This page tab, the Ask the AI button takes you to the Ask tab.

Who can do this

• Administrators with the permission Use the help assistant (use_help_assistant). An administrator with Manage admins can switch that permission on or off per administrator under Organization Management → Users.
• Umbrella administrators, with the same permission.
• Teachers can always use it when it is on for the organisation; they need no permissions.
• The help assistant is on for every organisation, in all packages. An organisation can have Aqlemy switch it off; you then do not see the Ask tab.

Step by step: ask a question

1. Open the help panel and choose the Ask tab.
2. Click one of the suggested questions under For example, you can ask:, or type your own question (up to 1,000 characters) and click Send.
3. The assistant searches the manual (Searching the manual…) and answers in the language of your question.
4. After a statement there is a source chip, for example [1]. Click it, or look under Sources, to open the article or page explanation the answer comes from.
5. Use thumbs up (Helpful) or thumbs down (Not helpful) to say whether the answer helped.
6. New conversation starts again; a conversation only remembers the last few questions.

Step by step: ask a staff member

1. In the Ask tab, click Ask a staff member. The button is always there, and stands out when the assistant could not find the answer or you gave a thumbs down.
2. The form for a new support request opens (Support → Support requests), with the subject, category and message already filled in from your question.
3. Under Conversation with the help assistant you see the copy of the conversation that is sent along. Personal data has been removed.
4. Check the text and choose the impact yourself: the assistant never fills it in.
5. Send the request. It gets the label via help assistant; the response time is the same as for any other request.

Teachers have no access to support requests. Instead of the button they see: Still stuck? Ask your organisation's administrator.

Privacy

• Before saving, e-mail addresses, phone numbers, IBANs, citizen service numbers and the combination of postcode and house number are replaced by a placeholder, such as [e-mail].
• A conversation is deleted automatically 90 days after the last message. The copy sent with a support request is kept as long as that request exists.
• The language model runs on Aqlemy's own hardware; no data goes to an external AI provider.
• Your questions and ratings are not used to train or evaluate a model. Aqlemy uses thumbs up/down and unanswered questions only to improve the manual.

I can't see it / it doesn't work

• No Ask tab — you lack the permission Use the help assistant, or the help assistant is off for your organisation. Ask the AI then takes you to the AI Assistant for data, if that is on for your organisation.
• "The help assistant is not available for your account." — same.
• "I can't find anything about this in the manual." — the manual does not describe this. Ask a staff member.
• "The assistant is temporarily unavailable." — you get the articles found, without a summary; open them via the links or try later.
• "You have asked a lot of questions." — there is a limit per user; try again in a few minutes.
• "This conversation is full." — click New conversation.

Frequently asked questions

Can the help assistant do something in the portal for me? No. It only explains how things work. It changes nothing, sends nothing and reads no members, students or payments.

What is the difference with the AI Assistant? The AI Assistant (top of the sidebar) works with your organisation's data and is part of the packages with the AI module. The help assistant only answers questions about using the portal, from the manual, and is on in all packages.

Why am I told that an administrator must give me a permission? The explanation is about a page you have no permission for. Ask an administrator with Manage admins to grant it.

Does Aqlemy see my conversations? Only if you ask a staff member: then a redacted copy goes along with your support request.