FundApps Assistant (Intercom)
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1. What is FundApps Assistant?
FundApps Assistant is an AI agent which is provided by Intercom, FundApps’ client support ticketing platform. FundApps Assistant acts as an intelligent virtual assistant which can provide immediate, automated assistance with:
Answering Frequently Asked Questions (FAQs): Get answers to common queries about FundApps products, features, and platform functionality.
Providing Troubleshooting Assistance: FundApps Assistant can guide you through self-service troubleshooting steps for issues you may encounter.
Help with Account Management: Learn more about your account settings, features, and how to use the platform effectively.
Recommending Resources: It can direct you to relevant articles, guides, and support materials within the FundApps Help Centre.
FundApps Assistant provides an automated service, available 24/7, for faster responses and general assistance.
2. How Does FundApps Assistant Work?
FundApps Assistant works by leveraging large language models (LLMs) to aggregate information from the FundApps Help Centre, analyse your request, and respond with relevant information, suggested actions, or links to further resources.
While FundApps Assistant can assist with basic queries, it is not a replacement for human expert support. If your issue is complex or requires a more in-depth response, you will be directed to a human FundApps representative.
3. Data Privacy
We take your privacy seriously. When using FundApps Assistant, you should know the following:
Data Collection: Basic interaction data is collected, such as the questions you ask and the responses it provides. This helps improve the accuracy of the support provided.
Data Sources: FundApps Assistant leverages FundApps Help Centre articles and your Intercom support ticket information to answer your questions. It does not have access to your or that of other clients, or the Intercom support ticket information of other clients, and cannot provide you with answers relating to this.
Sensitive Data: Do not share sensitive personal or financial information (e.g., position files, portfolio files, account passwords, financial details) by typing or uploading it into your conversation with FundApps Assistant. If your issue is complex or requires the sharing of these types of information, please reach out to a human FundApps representative.
Intercom: FundApps Assistant is provided by Intercom, FundApps’ client support ticketing platform. Our written agreement with Intercom includes a robust data processing agreement, and Intercom’s security accreditations have been assessed as meeting our high security standards, and will be reviewed annually.
AI providers: Intercom utilises Microsoft’s Azure OpenAI Service and Google to provide FundApps Assistant. Intercom does not allow these providers to use your data for training of the underlying AI model or otherwise improving the provider’s services.
4. Limitations of FundApps Assistant
While FundApps Assistant can provide immediate assistance, please note:
Not a Replacement for Expert Support: FundApps Assistant is designed to handle general inquiries and basic troubleshooting. It cannot replace a human representative for complex or personalised assistance.
Response Accuracy: FundApps Assistant provides answers based on available data from the FundApps Help Centre and may not always have the most up-to-date or comprehensive answers for every situation. If you need more precise or specific information, a representative will be happy to assist.
Availability: FundApps Assistant may be unavailable during technical maintenance or system updates.
5. How to Access FundApps Assistant
Individual users will need to acknowledge that they are aware they will be interacting with an AI agent, that they have read and understand this Policy Portal page on the FundApps Assistant, and consent to using FundApps Assistant when starting each conversation.
If you ever feel that FundApps Assistant cannot fully resolve your issue, you can always escalate to a live support representative.
6. Consent to Use FundApps Assistant
If you consent to use FundApps Assistant, you acknowledge and agree to the following:
You are aware of how FundApps Assistant works and how your data will be used.
You understand the limitations of FundApps Assistant and acknowledge that it cannot replace human support for more complex issues.
You understand that you should not upload sensitive data, including position files and portfolio files, to FundApps Assistant or Intercom.
You can choose to stop using FundApps Assistant at any time by simply exiting the conversation or reaching out to our support team for assistance.
For more information, please read our .
FundApps Assistant will be available to users from 15 July 2025, unless an admin user has contacted requesting to opt out their organisation. Admin users can opt out, and may opt back in, at any time.