{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/6cfb51befbfb4672bc03d65dd83adcf9\" frameborder=\"0\" width=\"2560\" height=\"1920\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":1920,"width":2560,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":1920,"thumbnail_width":2560,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/6cfb51befbfb4672bc03d65dd83adcf9-280241846f6a7952.gif","duration":309.8,"title":"New Support Journey in Access Portal","description":"This Loom explains the new support journey in the Access portal to make getting help easier. It shows how to use Ask a question to choose either help with an access account (building, payments, subscriptions, contracts) or help with an access product (features, configuration, troubleshooting), then select the correct product from the profile to route inquiries properly. The Loom describes using the Judo Assistant chat to resolve issues via support content and requesting a handover to a human when needed. It also explains that only conversations involving a support agent appear as support cases and that updates are synced every four hours."}