Switching Avvi on for a client’s people is the easy half. The half that generates tickets is what nobody told them.

Three facts cover most of it. They get a chat screen and nothing else, almost everything starts switched off, and the person they ask when it refuses is you.

Sending those three in an email before you enable anything is cheaper than answering them one at a time afterwards.

Before you begin

Have the client’s groups mapped and at least one capability switched on. A person who can do nothing at all reads that as broken rather than as new.

Decide who at the client fields the first questions. Their staff will ask somebody, and it is better if that somebody expects it.

What to tell them

1. Say what it is for: the everyday IT requests they would otherwise send to you.
2. Say what they will see. One conversation screen, no dashboard and no settings.
3. Say that being refused is normal. Access is granted a piece at a time.
4. Say who to contact when it refuses, and give them the route you actually want them to use.
5. Say that Avvi will never ask for a password, and that they should never type one in.

Point four is the one worth spending a sentence on. Left out, the refusal message sends them looking for a support option their account does not have.

Good to know

Avvi’s own help and support panel is not part of an end user’s screen. A person at a client cannot open a conversation with Avvi support, so every question they have arrives with their own IT contact or with you.

Everything for a client’s staff starts switched off. A group that is mapped and given nothing can do nothing, which reads exactly like a broken rollout.

Verify it worked

Ask somebody at the client to open chat and ask what Avvi can help them with. That answer comes from what their account is actually allowed to do.

If they are refused everything, check the mapping saved and that the group has at least one capability switched on.

If something doesn’t look right

If a control is greyed out, your account is not allowed to change it. The setting is not broken and nothing is missing from the page.

If a setting is absent rather than greyed, the feature is switched off for your whole organisation rather than for you.

If the control works and saving fails, Avvi replies “Master admin access required”. That is the same permission problem, reported when you save rather than before.

If their staff report that Avvi cannot find a colleague, that is the search scope rather than a missing person.

FAQ

Q: The setting is greyed out and I cannot change it.

A: Your account is not allowed to change that setting. Ask an administrator with full access to change it for you, or to add your group to the permission.

Q: Do their staff need training?

A: No. They type in ordinary words. What they need is knowing what to expect when it says no.

Q: Can their staff reach Avvi support directly?

A: No. An end user has no support panel, so their questions come to their own IT contact or to you.

Q: What should we switch on first?

A: Something read-only about their own account. It changes nothing and shows them how it answers.