Permission Required: Users with the Admin Profile can access this feature
Regional Availability: Australia, India, Indonesia, Singapore
Overview
Volopay Assistant is a new feature designed to enhance our customer support capabilities. It allows our Customer Success team to access client accounts with carefully controlled permissions, enabling more efficient and effective assistance while maintaining security and client privacy.
Features Beneficial for Both Clients and the Volopay Team
Key Features Customizable Access Control:
Clients can precisely define which features and data the support team can access.
Granular permission settings ensure support staff only see what's necessary for assistance.
Secure Session-Based Access
Support staff use temporary, one-time passwords for each support session.
Sessions are time-limited for added security.
Comprehensive Session Logging
All support sessions are recorded in the back-end panel.
Logs include session duration, actions taken, and the support staff member involved.
Flexible Activation Options
Clients can self-activate the feature.
Customer Success Managers (CSMs) can activate it on behalf of clients.
Note: Before the activation can be done on the CSMs end, the client needs to provide or grant a written authorization through intercom chat or email. This is to ensure that consent is provided and the client is aware of the process to be done on their account.
Customer Success Team Account Access
Customer Success Managers and Associates can initiate a session from the back-end where a one-time password is generated for the session.
Security and Accountability Measures
Passwords are valid for one session only and expire immediately after use.
Each support session is logged in the back-end panel, including:
Start and end times.
Duration of the session
Actions performed during the session
Any action made such as (Virtual Card Creation, Bill Payment Creation etc) the requestor will show as "Volopay Assistant"
Steps to Enable Volopay Assistant
Go to "Manage" module.
Navigate to "Roles and Permissions" in their account settings. Locate and enable the Volopay Assistant role.
Toggle the “Enable account support” option ON so that the permissions options will appear.
Click “Edit Permissions” to be able to enable or disable specific permissions.
Scroll to the different modules and select the specific permissions that need to be enabled and allowed for the customer support team.
Once done, please click “Save Changes”.
Note: Once enabled, the support team will be able to log in using the main support email, and a temporary password will be generated in the backend.
As mentioned, the access is time-limited and will expire after 30 minutes. This allows the support team to view only the areas where assistance is needed.
We highly recommend turning off this feature once support is completed.