{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/917ed5277a7e4eb9a0987250b4f90961\" frameborder=\"0\" width=\"1280\" height=\"960\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":960,"width":1280,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":960,"thumbnail_width":1280,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/917ed5277a7e4eb9a0987250b4f90961-19c77738af83a422.gif","duration":157.781,"title":"Evo Support Moves to Intercom","description":"This Loom explains the change to the Evo support experience, moving from the MyAccess portal and old Customer Success portal to an Intercom-based flow. Previously, customers select Access Evo in MyAccess, fill out a case form in the Customer Success portal, and the case is routed in Salesforce to an Evo queue based on the customer’s division. With the upgrade, selecting Access Evo launches an “Evo Intercom” experience where customers can ask questions, with AI checking for an answer and escalating to a support team member when needed. The queries are then managed by a dedicated Evo Intercom inbox handled by the central Evo CX team."}