The Neptune Assistant helps you find your way around Neptune, complete setup, and report problems. It answers feature questions using Neptune’s documentation and can offer shortcuts to relevant pages.
The Assistant is in beta and available to selected organisations during rollout. It works in the Neptune web app for active staff with web access. Contractors use the mobile app and do not have access to this panel.
Open the Assistant
- Sign in to the Neptune web app.
- Open Help and updates, the question-mark button in the top bar.
- Select Neptune Assistant.
- Enter a question under Ask anything about Neptune and click Send. Enter also sends; Shift+Enter adds a new line.
Admins can also open it from Onboarding using Ask the assistant or Start with assistant on a setup step. Starting from a step sends a question about that step for you.
If the menu entry is missing, ask your administrator or Neptune support to check availability for your organisation.
Ask a useful question
Describe your goal and where you are stuck. For example:
- “How do I choose a different contract template for this proposal?”
- “Where do I find our lead forwarding address?”
- “I received a lead email, but I cannot find the lead in Neptune. What should I check?”
Ask follow-up questions in the same conversation. For an unexpected result, include what you were doing, what you expected, what happened, and the relevant record name or document number.
The Assistant uses your role, organisation, current page, and active onboarding step to tailor its answer. Where supported, it can check limited setup facts or message delivery status. It does not have unrestricted access to records or the contents of your email and SMS conversations.
Follow instructions and page shortcuts
Replies can include numbered steps, documentation links, and buttons that open a relevant Neptune page or highlight a control. Click a button when you want to follow the suggested action. The panel can stay open while you move between pages.
The Assistant cannot change settings, edit records, send customer messages, or complete onboarding confirmations for you. You make those changes using Neptune’s normal controls. Admin-only setup still requires an admin or super user; asking the Assistant does not grant extra permissions.
Onboarding help can show a Now: label for the active step. Close that label to stop focusing on it. Close the panel when finished and reopen it later to continue the saved conversation.
Check the answer
The Assistant can make mistakes, especially while in beta. Read the linked guide and check important details before acting. If an answer is unclear or does not match your screen, explain the difference and ask it to check again.
If the documentation does not cover a question, the Assistant may say it is unsure and offer to pass it to the Neptune team. Do not treat an answer as approval of contract wording, pricing, billing changes, or a commitment by Neptune.
AI drafting tools inside the email editor are separate. See AI Email Assistance for creating or improving an email draft.
Report a problem
- Open Help and updates → Report a problem, or explain the issue in your existing Assistant conversation.
- Describe the steps, expected result, and actual result. Answer any follow-up questions.
- When offered, ask the Assistant to prepare a report.
- Review the report card and its details.
- Click Send on the card to submit it, or Cancel if you do not want to send it.
Sending your description in chat does not itself submit a support report. A report is sent only after you click Send on its confirmation card. A sent report shows Sent to the Neptune team. We’ll reply by email. If it has expired, ask the Assistant to prepare it again.
The report includes the conversation context and details you provided so Neptune staff can investigate. Review these details before submitting.
Conversation review and deletion
Neptune staff can review Assistant conversations to improve answers and help with reported problems. The panel shows a notice explaining this; click Got it to acknowledge it. Conversations are kept for 12 months, and you can delete yours earlier.
To delete the conversation, use Delete conversation, the bin button at the top of the panel, then confirm Delete. This cannot be undone. Deleting it does not recall a support report already sent by email.
If the Assistant cannot reply
- Temporarily unavailable: Try again in a few minutes. You can still read the documentation or email support.
- Monthly limit reached: The panel shows when your organisation’s allowance resets. Use the documentation or email support in the meantime.
- Message was not sent: Check the error and retry. A failed typed message is restored if you have not started another message.
- Report was not sent: Retry from its card, or prepare a new report if it expired. Contact support directly if the Assistant is unavailable.