Acquia Copilot is a centralized support interface within Acquia DAM (Widen). All support interactions, including AI-powered chat and live agent requests, are now centrally managed through the Acquia Copilot widget within the DAM environment. Previously, Acquia DAM (Widen) used its own support chat agent. Acquia now standardizes Forethought as the primary AI chatbot and live support interface.

Key features

• Quick access to answers: Acquia Copilot provides access to an AI agent trained in Acquia product use and documentation. This agent provides quick answers to your product questions and helps you troubleshoot simple issues.
• Individual user control: In alignment with Acquia’s AI User Guidelines and Policy, the power to interact with AI now rests with the individual user. You can choose to use AI for immediate self-service or bypass the bot to speak directly with an agent.

Using Acquia Copilot

Acquia Copilot is a centralized support interface within Acquia DAM (Widen). All support interactions, including AI-powered chat and live agent requests, are now centrally managed through the Acquia Copilot widget within the DAM environment. Previously, Acquia DAM (Widen) used its own support chat agent. Acquia now standardizes Forethought as the primary AI chatbot and live support interface.

Key features

• Quick access to answers: Acquia Copilot provides access to an AI agent trained in Acquia product use and documentation. This agent provides quick answers to your product questions and helps you troubleshoot simple issues.
• Individual user control: In alignment with Acquia’s AI User Guidelines and Policy, the power to interact with AI now rests with the individual user. You can choose to use AI for immediate self-service or bypass the bot to speak directly with an agent.

Using Acquia Copilot

Acquia Copilot is now a standard feature for all users in Acquia DAM (Widen). Before this change, administrators enabled Acquia Copilot to provide access to AI features. Access now resides at the individual user level rather than the organizational level. Administrators no longer manage the global activation or deactivation of the support widget. Each user manages their own support interactions through the UI.

Initiating Acquia Copilot

If both Live Chat and Acquia Copilot are enabled for a customer, there are two ways to access Acquia DAM (Widen) Copilot:

1. The Sparkle icon: Select the sparkle icon to access the User Interface (UI), which includes the AI.
2. The Help menu: Select the Help menu and select Chat support from the expanded list. After the UI displays the AI guidelines, select Contact Support to chat directly with a human agent.

Best practice for prompts 

During the initial rollout phase, the updated Acquia Copilot widget does not have context awareness. It does not automatically know exactly which page or product you are on. You must specify that you are asking about Acquia DAM (Widen) to get the most accurate answers. Acquia actively works to include DAM-specific context variables in future updates to automate this.

Connecting with a Live support agent

The widget cannot be deactivated globally, however, you can bypass the AI entirely and immediately connect with a live agent or create a support ticket.

How to bypass the AI

Steps to connect with an Acquia Support agent through Acquia Copilot:

1. Open the chat window of Acquia Copilot.
2. Choose one of the following methods to trigger an agent interaction:

   • Select Contact Support at the bottom of the chat window.

     
   • Request to speak to an agent at any point during your chat interaction (for example, type "speak to an agent").

3. Fill out the short intake form that appears in the chat widget and provide your Email and the desired Priority for your request.

4. Based on the priority and time of submission, the agent will either create a support case or initiate a live chat session with an Acquia Support agent.

The Critical priority fast-track 

One of the key benefits of Forethought is the ability to fast-track urgent issues. If a user selects Critical as their priority level within the widget, they bypass the AI chatbot interactions. The system immediately prompts the user for their details and creates a critical-priority ticket for Acquia support engineers.

Automatic escalation

If Acquia Copilot cannot answer your questions or detects signs of frustration, it automatically initiates the Contact Support workflow.

Updates to PDF summarization

To ensure the support widget remains focused on assistance, Acquia decouples support tools from the summarization tool. As part of this transition, the PDF/Doc Summarize feature will be integrated into a new, dedicated area directly within the Acquia DAM (Widen) UI.

Contact support

If you have any questions, please contact Acquia Support: Log in to cloud.acquia.com and visit the Acquia Help Center.