We’re excited to announce the rollout of our new CivicPlus Virtual Assistant designed to elevate your support experience with smarter, faster, and more personalized help, right inside the Social Media Archiving solution you use every day.
On October 16, 2025, the Virtual Assistant will be launched in production.
What’s New?
Context-Aware In-Product Support: Seamlessly integrated into Social Media Archiving, the assistant provides real-time, relevant help based on where you are and what you’re doing.
Smarter Self-Service: Instantly access AI-curated knowledge articles from our newly enhanced Help Centers, submit support tickets, or initiate live chat; all from one place.
Effortless Navigation & Escalation: If your issue requires human assistance, the assistant can transfer you to a live agent or open a support case in Salesforce Service Cloud, logging all details and transcripts automatically.
Transparent & Compliant: The assistant clearly identifies itself as a virtual bot and complies with data transparency standards, ensuring users know they’re interacting with AI.
Behind the Scenes
This launch is part of our broader Technical Support Transformation Initiative to better serve our users.
Migration to Salesforce for unified support workflows
AI-powered IVR phone systems for voice recognition routing
Enhanced Help Centers with AI search, content summarization, and voice playback
If you have any questions, please feel free to reach out to our award-winning support team.