Starting Monday, November 23, chats will open straight to a conversation with Cecilia, Amilia’s virtual assistant, instead of a menu of options. Just describe what you need, and Cecilia will guide the conversation to a resolution or hand it over to a Customer Care specialist.
In this article:
1. How Cecilia works today
Cecilia is Amilia's AI assistant for administrators. To chat with her, click the blue messenger icon at the bottom right of your screen while signed in to Amilia SmartRec.
Today, a chat opens with a menu: a question, a bug, an improvement suggestion, a merge request, or urgent help. If it's outside office hours, you may leave a message or flag an emergency.
Cecilia only steps in when you choose I have a question. The other options ask you a fixed set of questions in a specific order, then sends the conversation to the Customer Care team. This means that Cecilia doesn’t get the chance to try resolving many of the requests that come in.
Office hours, phone, and email support don't change. See Customer Support for Administrators.
2. What's changing
Starting November 23, a chat begins differently:
No more menu of options. When you open a chat, there will no longer be any buttons to choose from. The conversation is open and starts from the first message, giving you more freedom to describe your question/request.
Ask in your own words, right away. The more you tell Cecilia at the start, the more likely she is to understand your situation and resolve it. If a Customer Care specialist needs to take over, they can review everything you wrote and pick up where she left off instead of asking you to start over. Some requests always go to a person, such as a request to change your organization's banking details, since Cecilia isn’t able to complete back-end changes like these.
Cecilia asks follow-up questions. She notes what you've already shared and asks for more details only if she needs them. If something requires a human agent, she hands the conversation to the Customer Care team. The agent sees the full conversation along with a summary.
Cecilia: before and after the changes
Status | Before November 23 | November 23 and after |
Starting a chat | You pick one option from the button menu before Cecilia can help | You write what you need in your own words |
Questions asked | A list in a fixed order, depending on the option you picked | Follow-up questions adapted to what you've already said |
Who answers first | Cecilia, only if you chose “I have a question” | Cecilia, for every conversation |
Handover to a person | The chat is sent to the Customer Care team with the answers to the fixed questions | Cecilia hands over to a human agent when she can't solve it |
Example of a strong first message: "A client, Sally Smith, can't complete checkout for the activity titled Summer Camp 2026 in our store. She gets a 'Payment declined' message when paying by her Visa credit card. The issue started this morning, and at least three other clients have reported the same thing since. Here’s a screenshot of the error message. This is urgent."
3. Why we’re making this change
Help starts immediately. Your conversation with Cecilia starts the moment you write, so you skip the back-and-forth and save time and energy.
Resolved on the spot. Cecilia resolves almost half of all support conversations on her own. Lean on her to get your questions answered quickly and accurately.
Handovers arrive prepared. When a person steps in, Cecilia has already gathered all of the information needed, speeding up the investigation process.
Always on. Start a conversation whenever you need to, day or night – you’re no longer limited to the Customer Care office hours.
4. How to get the most from Cecilia
Cecilia reads your message and decides whether to answer directly or walk you through the steps. Here’s what that looks like for the most common requests.
A question. Cecilia pulls from the Help Center, past conversations on similar questions, and other sources. If she needs more to answer correctly, she asks. Describe what you were trying to do and what happened. The more details you give up front, the fewer questions she needs to ask.
A bug or technical issue. Cecilia first checks for a known cause or fix and suggests troubleshooting steps that may resolve it. If that doesn’t work, Customer Care needs the following to investigate and potentially open a ticket with the development team: a screenshot or screen recording, the URL link to the page, the names of the items or clients involved, and the time the issue began. If it’s urgent, she confirms it’s prioritized and hands it over immediately.
An improvement suggestion. Cecilia asks about your idea and checks whether the feature already exists. If it does, she explains how to use it. If not, she sends your suggestion to our Product team, who track all organization requests.
A merge request. Cecilia explains what a merge does, asks for your consent, and collects both account URLs and the username to keep. Accuracy matters here, since incorrect information can result in a merge that often cannot be undone. She shows you a summary to confirm before handing it to Customer Care. See Client account merges for more.
An urgent request. Cecilia asks a few quick questions, confirms the chat is prioritized, and hands it straight to the team. You can flag a request yourself by saying it’s “urgent” or an “emergency”.
Outside office hours, say explicitly that it's an emergency. Writing "This is an emergency" in the chat will ensure it reaches the right people. An emergency is a loss of service, a loss of revenue, or any issue that critically impacts your operations.
* Last updated in October 2026