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Speak to Olivia, our AI support agent

Get instant help from Olivia, Phonovo's AI support agent, by phone or by chatting in the portal — before you need to raise a support ticket.

Who this is for: everyday users and admins — anyone with a phone extension or portal access.

Before you start

  • Either a registered phone extension (to dial in), or portal access (to chat or make a browser call).
  • For a browser voice call, a microphone and permission for your browser to use it.

Steps

  1. The fastest way to reach Olivia from a desk phone or softphone is to dial *911. She'll pick up straight away and talk you through whatever's going on.
  2. From the portal, select Dashboard in the sidebar, then select Call Olivia in the Action hub panel. You can also get there from the Help & Support page (under Support in the sidebar) by selecting Ask Olivia near the top of the screen.
  3. This opens a chat window with Olivia. Type your question or describe the problem and press Enter (or select the send button). Olivia replies in the chat, and if she takes any action on your behalf — like applying a fix or escalating to the support team — you'll see a small label under her reply, such as Resolved, Escalated to support, or Verified.
  4. Prefer to talk instead of type? Select Voice Call (marked Beta) at the top of the chat window, then select Call Olivia on the next screen and allow microphone access when your browser asks. Once connected, you'll see a live timer and can Mute/Unmute yourself or select End Call when you're done.
  5. If Olivia can't resolve your issue, she'll let you know and can escalate it to a support ticket automatically, or you can raise one yourself from the Help & Support page under Support in the sidebar.
  6. To look back at previous conversations and calls, go to AI Support Calls under Support in the sidebar. It lists your past interactions with Olivia along with a summary of each one.

Screenshot

Screenshot of the Olivia chat window, showing the message thread, the Voice Call button, and a reply with a Resolved status label.

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.