When WordPress.com Support Knows It’s Time for a Human

WordPress.com’s Support Assistant helps thousands of customers every day, from resetting forgotten passwords to connecting a domain name and explaining settings. 

It resolves most questions on its own, but we built it to get you the right help, fast. And sometimes the right help is a person.

Talking to our Support Assistant should never feel like jumping through hoops to get the right help. So when we built it, we focused not just on what it can do, but on knowing when it should step aside. 

Here’s how it decides.

It knows what it’s talking about

When you contact WordPress.com support, you expect to reach someone with real expertise.

Our assistant is built to meet that same bar. It’s trained on our full library of support guides, the same documentation our Happiness Engineers lean on.

It can also see your site and account, so its answers fit your specific situation. When you ask it a question, you’re getting an informed, accurate answer from a service that knows both the topic and you.

A check before every answer

Each time you send a message, the assistant pauses before answering and runs through a set of questions about your conversation.

Have you asked to talk to a person? Have you asked before? Have you already contacted support about this same problem? Is this a topic a bot should never handle alone?

Only after that check does it write a reply. Some conversations move directly to our Happiness team, no questions asked.