Best practice when using Upshot's AI Support

Support has always been one of the things our users value most about Upshot, and we're committed to maintaining the high-quality support service that organisations receive today. We believe that great support is a core part of the Upshot experience, and the positive feedback we regularly receive from users is something we're incredibly proud of.

Support is available free of charge to all organisations using Upshot via email at support@upshot.org.uk and by telephone on +44 (0)20 3111 1455. These channels will remain available to all users, and our commitment to providing responsive, knowledgeable support from our experienced team is unchanged.

To complement this service, we will be introducing a new, optional support channel in 2026: an AI-powered Support Agent, available through the Beacon in the bottom-right corner of the Upshot platform.

The AI Agent is designed to give users another way to access support and guidance whenever they need it. It will not replace our support team, but instead provide an additional option that offers:

• Immediate replies to questions big or small.
• 24-hour availability, allowing users to access support outside UK office hours, including evenings and weekends.
• Multi-language support, enabling users to ask questions and receive responses in a wide range of languages.
• Faster access to guidance and help resources, helping users find answers without needing to wait for a response from the support team.
• Greater flexibility, allowing users to choose the support channel that works best for them.

We have watched the development of AI-powered support tools closely over recent years and have deliberately taken our time before introducing this technology. We are now confident that it can provide genuine benefits for our users while maintaining the high standard of support that organisations expect from Upshot.

Most importantly, introducing an AI Agent does not change our belief that excellent human support is central to the service we provide. Whether you prefer to pick up the phone, send an email, or use the new AI Agent, our aim remains the same: to help you get the support you need, when you need it, in the way that suits you best.

Getting the best from the AI Agent

The AI Agent has been trained using Upshot's help guides, support resources and product knowledge to provide direct answers to many of the questions you may have while using the platform. In most cases, it will explain how to complete a task, troubleshoot common issues, and guide you through the steps required to achieve what you are trying to do.

The AI Agent is particularly useful for:

✅ Understanding how features work

✅ Learning how to complete a task in Upshot

✅ Troubleshooting common issues

✅ Receiving immediate answers to questions at any time of day

✅ Accessing support outside UK office hours

✅ Asking questions and receiving responses in a range of languages

There are some situations where our support team will still be the best option

Whilst the AI Agent can answer questions and provide guidance, there are some things that require a member of the Upshot team to become involved.

For example:

• Making changes to your account, organisation or project setup.
• Extending project dates.
• Creating new projects or making configuration changes on your behalf.
• Investigating issues that require us to access or review your specific account.
• Reviewing screenshots, data or unusual behaviour that may not be visible to the AI Agent.
• Providing support for highly specialised or unusual scenarios that are not covered in our knowledge base or support resources.

Tips for getting the best results

• Be as specific as possible when describing your question or problem. I.e. list the Upshot feature in your query.
• Explain what you are trying to achieve, rather than just what isn't working.
• If the AI Agent cannot answer your question, or you feel the answer doesn't address your specific situation, click the link to contact our support team within the tool and we'll be happy to help.

Remember

The AI Agent is designed to complement our support team, not replace it. It provides instant access to answers and guidance whenever you need it, while our experienced support team remains available for account-specific requests, more complex investigations and personalised support.