Overview
Engage is a communication channel inside the Arxus Customer Portal that lets you contact support easily. It combines Arxus Co-Pilot our AI agent for instant answers and Support Chat for direct conversations with our support team. Engage is designed for quick help, early guidance, and clarifications that do not yet require a formal support case.
Arxus Co-Pilot in Engage
Arxus Co-Pilot provides immediate answers about how the portal works, how to use features, roles and permissions, and general information about the Arxus Group. It uses Help Centre content and portal knowledge to guide you.
Co-Pilot cannot access support cases, billing information, or customer-specific data. If your question requires help from a human, it will guide you into Support Chat.
Support Chat in Engage
Support Chat lets you talk directly with the Arxus Group Support Team. It is a convenient way to describe a situation, ask a quick question, or validate whether you should open a support case.
Support Chat is useful when:
You want personalised guidance
You are trying to understand the nature of an issue
You prefer discussing something before creating a formal case
If the matter requires investigation, our team can create a support case for you so the issue is handled with full visibility in the Support Portal.
Even though you can start talking about issues in Engage, the preferred channel for detailed or technical problems remains the Support Portal.
When Engage Is Not the Right Channel
Some situations require more structure than chat can provide. You should use the Support Portal directly if the issue:
Requires logs, screenshots, or attachments
Needs technical investigation
Impacts your environment or production
Needs formal tracking and status updates
How to Access Engage
Select the Arxus icon in the Arxus Customer Portal to open Engage. You can start with Arxus Co-Pilot or switch to a support specialist at any time.
Get Help
If you need more help, contact your Customer Success Manager, reach out to our Service Desk support, or type your question in the chat to our support team. They will be ready to assist you.