Summary
Got a question about your invoices, your account or an existing support case?
Starting 4th of November, you are welcomed to say <Hello> to Basil – Basware's new AI-powered support assistant.
Basil understands what you need, guides you step by step, creates and tracks support cases for you – and when your question needs a human touch, it connects you with a Basware support consultant who already knows the full story.
Why you'll love Basil
| Answers in seconds, 24/7 | No queues and no office hours. Basil is ready the moment your question comes up. |
| Understands you | Write naturally. Basil reads the full context and asks a quick follow-up question only when it really needs to. |
| Speaks your language | Chat in the language you prefer – Basil detects and reply in it. |
| Support cases created on the spot | Basil collects the details, shows you a summary to confirm, creates the case and gives you the number – right in the chat. |
| Your existing cases, at a glance | Signed-in customers can check the status of their cases and add updates without leaving the chat. |
| An expert when needed | Request could be easily resolved but requires certain access Basil does not have, it hands over you to a support consultans with a summary of the conversation |
Where to find Basil
Simply click the chat icon in the bottom-right corner of the Basware pages you're already familiar with: Customer Support Portal, Basware Network ONP or Basware Website, and start a conversation.
1. Ask your question in your own words and in your own language - The moment you start the conversation, Basil will understand the intent, the context and will detect your preferred language.
2. Get your answer - If Basil clearly understands your request and relevant guidance is available, it will provide a link to the appropriate knowledge article along with a concise summary of the most relevant information, to help you find the answer quickly.
3. A support case is needed? Basil creates it for you - If Basil determines that your request cannot be resolved through available knowledge articles or guidance, it will continue the conversation by asking relevant follow-up questions to gather the information needed to assist you.
IMPORTANT: Sharing every detail upfront, such as: invoice numbers, dates, supplier email address, the exact error, helps accelerate the support process and reduces the need for additional clarification later in the support ticket.
4. Check or update your existing support case? Just ask Basil about your ticket - no need to search the portal
Identify yourself when asked - Unlock the full experience: Login in
When your question is about your Basware solution or your support cases, Basil invites you to sign in with the Log in to Support Portal button.
- Share context and be specific – Include helpful details such as invoice numbers, dates, email addresses, or exact error messages. The more context Basil has, the better it can guide you.
- Review before creating a case – When Basil prepares a support case, check the summary and add or correct any details before confirming it.
- Keep the conversation going – If the answer doesn’t fully solve your question, simply let Basil know. It can continue helping you or guide you to the next best step.
- Sign in when prompted – Signing in to the Customer Support Portal gives Basil access to the information needed to help with your account and support cases, and enables access to a support consultant when needed.
- Start fresh when you need to – Select the + sign to start a new chat when you want to ask about a different topic or begin a new conversation.
- Share your feedback – At the end of your conversation, you may be invited to complete a short survey. Your feedback helps us continue improving the Basil experience.