Updated on 7 October 2026
What the module covers, and what it doesn't
Your software documentation and vendor relay is technical support for your business software: accounting, payroll, point of sale, sales management, production. The assistant answers questions about how to use them, and when it does not know, it refers the matter to the vendor.
This module covers your business software, not IT in general. The network, the printer, the computer that won't boot: those go to your IT person, in-house or external, who has a place in the platform, through a dedicated profile or by email. The assistant doesn't connect to your software either, and doesn't read the data it holds: it knows the documentation.
The assistant has read your software documentation
The admin area suggests the documentation for the software used in your sector, based on what you declared about your business. One click turns them on, another puts them to sleep. The assistant reads them, then resyncs on its own when the vendor publishes, and every answer cites the source article with its link. A help centre that is not on the list, a public forum or a vendor's video channel can be added by pasting its address.
These online help centres hold more than people think. For accountancy, our first pack, our catalogue listed 886 articles from ACD on 28 August 2026, 759 from Cegid Loop, 715 from EBP, 684 from Pennylane, 397 from Silae and 366 from Dext. If your software isn't in there yet, you can request the integration from the interface.
When the help is not enough, it writes to support
Under each answer from the assistant, two buttons: this helped, or it didn't. The second one opens the routing, and the options depend on the context: the vendor support detected from the subject, your in-house expert, your IT person. If a colleague has already asked that support the same question, the assistant says so and offers to follow their request rather than open a second one.
It then writes an email on behalf of your company, with the useful technical context and nothing else. Your clients' names, the amounts and personal data are stripped out before it goes. You read it over before sending, or you let it go straight out: the setting is per instance. Writing to a vendor puts the company's name on the line, which is why it takes a specific right, granted by default to management and IT.
Each request carries a tracking reference, and a cap of ten messages per vendor per day stops a widespread incident turning into an avalanche at your vendor's end.
It follows up, in working days
If there is no reply once the deadline you set has passed (48 hours by default, adjustable to 24 or 72), the assistant chases in the same thread, quoting the ticket reference the vendor itself issued. Never on a Saturday, never on a Sunday.
Three chasers by default, up to ten if you want. Once they're used up, the request is marked as unanswered and the team member can forward it in one click to their in-house expert or their IT person, with the full history.
It sees the exchange through to a solution
Every reply from support is read before anything is done. An acknowledgement: the ticket number is noted. A question: the assistant answers if it knows, otherwise it asks you for the detail, once, and passes it on. A stated deadline: the follow-up waits for that date.
When the solution comes back, it shows it to you rewritten as steps, with two buttons. Yes, solved: the answer goes into the knowledge base, and the same question will never go back to the vendor. No, it does not work: support receives what you observed.
What your vendors cost you, in figures
A table sums up, vendor by vendor, the number of requests, the response rate, the average delay in working days, the requests you had to chase and the ones that never got an answer. The conversation with a supplier changes when it rests on figures you keep yourself.
The vendors in your sector, suggested then set up
The relay is a module shipped by default, which you switch off if you don't want it. It offers the vendors of your sector: for an accounting firm, from ACD to Sage by way of Silae, Pennylane, Tiime and Dext. Each one shows its status: live when the address of its support desk is known, to be finalised otherwise, with the missing piece named. A switch for each vendor removes it from the suggestions.
You can add a vendor that isn't on the list with three fields. IntraIA appears in the list like any other vendor: a question about the platform itself reaches us in exactly the same way.
Email today, APIs tomorrow
No prior agreement is needed: the assistant writes to vendor support by email, as a team member would, and support handles it like any other request. Direct API access will come when the vendors make it possible, one by one.
The line stays clear: a patch to apply or a damaged client file is for the vendor, and the vendor alone. What the module removes is the waiting around for a procedure already described in a manual.
You can see it running on both demos, each with its own vendors: a demo vendor support desk acknowledges the ticket, asks a question and replies.
