⏱️ The essentials in 3 minutes
• The Didask chatbot ("Help" button in the bottom right of your platform) is your first point of contact for any question or request.
• It is available for the Administrator, Author, and Coach roles, not for learners.
• It gives you instant AI-powered assistance, platform news, and access to the Help Centre.
• If your request requires it, the Care team takes over directly (or at your request) from within the chatbot.
• The more detail you provide (context, screenshots, URLs), the faster the resolution.
💡 Are you a learner with a question? Contact your training manager, they will be able to point you in the right direction.
🧠 Understanding the purpose of the chatbot
We have integrated a chatbot directly into your Didask interface. Its goal: to answer your questions about using the platform instantly and guide you in record time, without you ever having to leave your workspace.
Our team is continuously improving the chatbot so that, over time, it becomes an increasingly valuable daily companion on Didask.
📌 What’s in it for you:
Instant answers to simple questions.
Daily time savings: no more leaving your instance to look for information.
24/7 support, without having to wait for business hours.
💡 Our chatbot is designed to save you time on routine questions. It is in no way a replacement for our team.
📝 Our team continuously enriches your chatbot so that, over time, it becomes an increasingly relevant daily companion on Didask.
💡 Always a human in the loop: at any moment, you can request support from a member of our Care team.
✨ What you can do with the chatbot
Click the Help button in the bottom right of your platform. Three sections are available:
Section | What you'll find |
💬 Messages | Instant assistance: ask your questions and get answers without waiting. You'll also find the full history of all your previous conversations. |
❓ Help | The Help Centre: guides, practical articles and tutorials tailored to your needs. |
📣 News | Platform updates: stay informed about the latest features directly from your instance. |
💡 At any time, if your request requires it, our chatbot will transfer you to a member of our Care team(or upon your explicit request).
👥 Who has access to the chatbot?
🍪 Prerequisite: for the chatbot to appear, make sure to accept the "Chat & Support" cookies when the banner appears on arrival (bottom left of your screen) or from your user profile by clicking on your First/Last Name, then on "Cookie settings
Role | Access |
Administrator | ✅ |
Designer | ✅ |
Trainer | ✅ |
Learner (standalone role) | ❌ |
✅ Best practices for submitting a request
Whatever the nature of your question, these elements speed up resolution:
Context: your goal, your need, your constraints
URLs of the pages or content involved
Technical environment if relevant: device, operating system, browser
What you have already tried
Accepted file formats: .gif, .jpg, .jpeg, .png, .heic, .mov, .mp4, .csv, .xlsx, .pdf, .txt, .doc, .docx, .zip. For large files, share a Google Drive or OneDrive link.
📋 What to include depending on your type of request
❓ Usage question
How to use a feature, manage a project, navigate the platform.
The Help Centre article you already consulted
What you have already tried
A link to the content involved and a screenshot
👀 Observation or feedback
Unexpected behaviour, user experience, point of attention.
What you are observing precisely and in what context
A screenshot or screen recording
💡 Improvement idea
Feature suggestion or platform evolution.
A description of the current state
The improvement you have in mind and the need it covers
A concrete use case and its estimated impact
🛠️ Anomaly or unexpected behaviour
Before contacting us, check status.didask.com and follow the troubleshooting steps. If the issue persists, send us:
The business impact and any associated constraints
The technical environment: device, OS, browser
The exact steps to reproduce the anomaly, with a screen recording if possible
The URLs involved: granules, modules, groups, profiles, exports
The number of people affected and their identifiers (email or full name)
📍 Where can I find the chatbot?
The chatbot is located behind the Help button at the bottom right of your platform. It is visible to the Administrator, Author, and Coach roles, and requires you to accept chat cookies to appear. Find your situation below: a few simple checks are enough in the vast majority of cases.
🔘 The Help button is grayed out
The button is grayed out when chat cookies have not yet been accepted, or were previously declined. When hovering over it, the message "Please accept Intercom cookies to open the chat" appears.
Click on the button: a "Chat & Support" pop-up will open. You have two options:
Enable Intercom only, then click Next to choose the other cookies on a case-by-case basis.
Click I accept all to validate all suggested cookies.
🍪 The cookie pop-up does not appear
You can reopen it manually:
Click on your first/last name at the bottom left of your screen.
Select Cookie settings.
The initial cookie window will appear: choose "OK for me" to accept all, or "I choose" to customize your preferences, making sure that "Chat & Support" is enabled.
🔍 The Help button does not appear at all
Check your cookies. Follow the two sections above to ensure that "Chat & Support" cookies are accepted.
Update your browser. In Google Chrome: three dots in the top right → Help → About Google Chrome. Install any available update and restart.
Clear cache and cookies. In Chrome: three dots → Settings → Privacy and security → Clear browsing data. Select "All time", check Cookies and other site data and Cached images and files, then click Clear data. Since your previous cookie choices will be deleted, remember to accept the chat cookies again the next time you log in.
Check your browser and connection. We recommend Google Chrome or Firefox, and make sure you are properly logged in to your Didask instance.
Check your user role. Verify with an administrator that your account is assigned an Administrator, Designer, or Facilitator role, as learners do not have access to the chatbot.
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