Getting the most out of Ellie, our AI support agent

When you reach out for help from our support team, the first response you’ll get is from Ellie – our 24/7 AI support agent who’s there to answer your questions! 

Ellie makes your life easier by: 

• Responding within seconds so you can get help and take action immediately. 
• Being available 24 hours a day, in all regions – so there’s never a delay in getting the help you need. 
• Using knowledge from our Help Centre and other sources to ensure accurate and up-to-date guidance. 

If you start a support chat in Dentally, Ellie will help you find a solution, ask for more detail where needed, or pass you onto a member of the team if further support is required. With Ellie, you’re in good hands.  

How to communicate with Ellie 

To get the best responses from Ellie, it’s important to communicate effectively to ensure Ellie understands your question and can provide relevant advice. Here are some best practices to help you get the most out of your interactions with Ellie.  

1. Use realistic language

Talk to Ellie like you would to any other team member! Use full sentences to ensure Ellie understands what you’re trying to ask. Minimal questions will mean Ellie doesn't know exactly what you’re referring to, which might result in responses that aren’t related.  

• Instead of: “Refunds” or “I need help with refunds” 
• Specify: “How do I refund a patient?” or “How do I report on refunds?” 
• Instead of: “I have a claims issue” 
• Try: “My claims aren’t working because...” or “When I do X to my claim, Y is happening...” 

2. Be specific 

Remember, Ellie has the full knowledge of the Help Centre (and more!) available, and sometimes multiple features use the same word. Specify what feature or action you’re asking about - and remember, if Ellie's first answer isn’t perfect, you can always follow up with a clarifying question or more detail. 

• Instead of: “How do I create a template?” 
• Specify: “How do I create a treatment plan template?” 

That way, Ellie won’t accidentally give you answers relating to email templates or something else. You’ll be much more likely to get relevant answers on the first time of asking! 

3. Ask for clarification

Just like you would with a team member – if Ellie’s response has confused you or doesn’t seem to match what you’d expect, try prompts like these to help get the info you need. 

• “That doesn’t match what I’m seeing, can you check again?” 
• “That’s too long, can you simplify that answer?” 
• “Can you explain further?” 

Don’t forget – you can always ask for a human agent! 

While Ellie can help with most questions based on the knowledge available to it, remember that it can’t actually see your Dentally database. Some complex queries will need input from a member of the team – at any point in the conversation, you can ask to speak to a human agent and you’ll be put through to our helpful support team to find a solution. 

💡 Top tip: If you’re talking to Ellie out-of-hours and ask to go through to a human, your question might not be picked up by the team until the next working day.  

By following these simple tips, you can enhance your experience with Ellie and get the help you need quickly - anytime, anywhere!