Browse help
What is the support assistant for?
The support assistant answers your questions about Billora from the online help, without waiting for the team: "How do I add a discount?", "Where do I set up VAT?". When it does not know, or when the topic needs a person, it offers to send your request to the team.
Example. Sara cannot find where to record a deposit. She opens the assistant, types her question and gets the steps with a link to the help article. She clicks "Réponse utile" (helpful answer). Later, a question about her subscription invoice gets a transfer offer: she clicks "Transmettre ma demande" (send my request) and the team replies to her.
Every assistant screen reminds you: "Assistant automatique — peut se tromper" (automated assistant, may make mistakes). Check important information in the online help. For a tax or legal question, have the answer validated by your accountant.
1. Where is the assistant?
In the application
- Click the support bubble at the bottom right of the screen ("Support Billora").
- Open the Assistant tab. When it is available, it is the first tab, before "Messages", "FAQ" and "Docs".
If the "Assistant" tab does not appear, the assistant is not enabled at the moment: use the "Messages" tab to write to the team.
In the mobile app
- Tap the BilloBot button in the middle of the tab bar (on a tablet in landscape, in the navigation rail). It only appears when the assistant is enabled.
- Or open the Plus tab, then Mes tickets (My tickets, "Support" section), and tap Poser une question à l'assistant (Ask the assistant) at the top of the screen.
The mobile assistant works as on the web: answers taken from the online help, sources (opened in the browser), feedback, Nouvelle conversation (New conversation) and transfer to the team. After the transfer, Voir le ticket (View the ticket) opens the request that was created. A link in the answer to a screen of the application opens the matching mobile screen when there is one; otherwise the text stays without a link. The conversation is kept on the phone for your account and the selected company, and erased when you sign out. Without an internet connection, typing is disabled. On iPhone and iPad, the assistant does not talk about subscription plans or prices.
On the Billora website
- Click the Any questions? button at the bottom of the page.
- When the assistant is enabled, the window opens on the assistant. Otherwise it shows the contact form directly.
- The Write to the team link switches to the contact form; Back to the assistant returns to the current conversation.
On the website, an automatic security check runs when the conversation opens: wait for the "Security check in progress…" message to finish.
2. Ask a question
- Type your question in the Your question field (1,000 characters maximum; a counter appears when little space is left).
- Press Enter or the send button. To start a new line without sending, use Shift + Enter.
- Wait: the message "The assistant is writing its answer…" is displayed.
Write one question at a time, using the words of the screen concerned ("invoice", "quote", "credit note"). Write in the language of your choice: the assistant answers in the language of the question.
The assistant knows the page you are on, your role and the features of your subscription: it can therefore tell you that a feature is not included and from which plan it is, with no plan name written in advance.
The assistant also knows the new features of the latest Billora versions ("What's new?") and points you to the release notes. In the application, depending on your subscription, it can tell you how many invoices, quotes, purchase orders, expenses, credit notes, delivery notes, proforma invoices, expense claims, cheques to deposit, clients, suppliers or products your company has, optionally by status ("How many overdue invoices?", "How many quotes awaiting an answer?"), in total, this month, last month, this year, last year, or for a given month or year ("How many invoices in October?"), only for what your role lets you view. Invoices, quotes, purchase orders and expenses are counted by the document date; clients, suppliers and products by their creation date. Amounts (revenue, receivables, expenses, indicative VAT) and in-depth analysis are other answer levels, also depending on your subscription: see What BilloBot can answer about your figures.
3. Read the answer, the sources and give your feedback
- Sources: under the answer, the list of help articles used. Click to open them. On the website, the article opens in the same page and the conversation stays available in the "Une question ?" window; in the application, it opens in a new tab.
- Réponse utile / Réponse inutile (helpful / unhelpful answer): the two thumbs under the answer record your feedback. Click the same thumb a second time to remove it. The team reads negative feedback to improve the help.
4. Send your request to the team
The assistant offers the transfer when it has not found a reliable answer, when you ask for a human, when the question is sensitive (for example subscription billing, account deletion, a tax or legal topic, a bug) or after two rephrasings without a useful answer. Nothing is sent without your click.
In the application
- In the card that appears, add a detail if you wish in Précision pour l'équipe (facultatif) (details for the team, optional).
- Click Transmettre ma demande.
- A ticket is created in the "Messages" tab; the confirmation "Votre demande a été transmise à l'équipe." (your request has been sent to the team) shows its number ("Demande n° …"). The conversation transcript is attached to the ticket so that you do not have to repeat everything.
The transfer creates a support ticket: it follows the same permission as "Nouveau ticket" in the "Messages" tab. If the button is refused, ask the account owner.
On the website
- Fill in Your name and Your email address, and a detail if you wish.
- Click Send my request to the team: the team receives a contact message with the conversation.
Outside support hours, a message tells you so when the assistant offers to pass on your request, and the confirmation reminds you. In the application, a confirmation email is sent to you. On the website, no confirmation email is sent: the message shown on screen is the reference, and the team replies to the address you gave.
5. Limits and error messages
| Message | What to do? |
|---|---|
| "Vous avez atteint la limite de questions pour aujourd'hui. Vous pouvez écrire à l'équipe support." (daily question limit reached) | A daily limit protects the service. Click Écrire à l'équipe (write to the team) or try again the next day. |
| "L'assistant n'est pas disponible pour le moment. Vous pouvez écrire à l'équipe support." (assistant unavailable) | The assistant is disabled or temporarily interrupted: click Écrire à l'équipe. |
| "Connexion impossible. Vérifiez votre réseau puis réessayez." (connection failed) | Check your connection, then click Réessayer (try again). |
| "Votre question n'a pas pu être traitée. Reformulez-la puis réessayez." (question could not be processed) | Shorten or rephrase the question. |
The assistant gives no tax or legal advice, makes no promise (deadline, price, refund) and changes nothing in your account: it only reads the online help and, in the application, some context information.
6. What happens to your questions?
- Processing: your question, extracts of the online help and, in the application, non-sensitive account context (plan, role, page, features and limits, with no client name or amount) are sent to an artificial intelligence provider (Anthropic) to write the answer. When you ask for the status of a document, a document count or figures (depending on your subscription), the information needed for the answer is also read and sent, read-only and according to your permissions: the document's status, dates and amounts, the period's amounts, the names of the clients mentioned (never their email, phone number or ICE). On the public website, no account data is read. Do not write sensitive data (passwords, card numbers).
- Retention: conversations are kept for 180 days, then deleted. They are also deleted with the account.
- Who reads them? Support staff can review a transferred or poorly rated conversation to reply to you and improve the help.
See the privacy policy on the website for the details and your rights.
Frequently asked questions
Why does the "Assistant" tab not appear?
The assistant is a service that Billora turns on and off. If it is not enabled for the application, or temporarily interrupted, the tab is absent: write to the team from the "Messages" tab.
Is my conversation kept if I change page?
Yes, as long as the browser tab stays open. In the application, the conversation follows you from one screen to another; it belongs to your account and to the selected company (switching company opens a new conversation). On the website, it is kept when you change page or language, reload the page or follow a link from the answer. Closing the tab erases it from the browser. To start over, click New conversation at the top of the conversation; on the website, the security check then runs again.
If the website shows "The previous conversation is no longer available: a new one is open, please ask your question again.", the old conversation has expired: ask your question again.
Can the assistant be wrong?
Yes, it is written on every screen. Its answers come from the online help, but it may misinterpret a question. Check the sources cited and, if in doubt, send your request to the team.
Who can send a request to the team?
Anyone who can create a support ticket in the application. During a scheduled account deletion or when the Billora team is taking control of the account, the transfer is refused.
Are my questions used to train the artificial intelligence?
They are sent to the provider to write the answer. The commitments made are detailed in the privacy policy on the website; never enter sensitive data in the assistant.
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