AI Support Assistant FAQ
Find out how the Fivetran AI Support Assistant works and what to expect when you use it.
What is the Fivetran AI Support Assistant?
The AI Support Assistant is an AI-powered agent in the Fivetran Support Portal. For users on Free and Standard plans, it is the first point of contact before opening a support ticket.
The assistant uses Fivetran documentation and known solutions to help resolve common issues quickly, without waiting for a human support engineer. It identifies itself as AI at the start of every session.
Does the AI Support Assistant replace human support engineers?
No, human support engineers are still available for complex issues. The assistant handles common, well-documented issues so that human engineers can focus on more complex problems. You can open a support ticket and request human help at any time.
Can I open a support ticket without using the AI Support Assistant?
Yes, while chatting with the AI Support Assistant, click Open a support ticket at any time to go directly to the ticket submission form. For more information, see How to Contact the Fivetran Support Team.
What types of issues can the assistant help with?
The assistant can help with common Fivetran product questions and troubleshooting, including:
- Connection setup, configuration, and sync errors
- Questions about Fivetran emails, alerts, or notifications
- Questions covered in our public documentation
When does the AI Support Assistant route me to a human support engineer?
The assistant routes you to a human support engineer when:
- It can't respond with high confidence
- Your issue requires Fivetran to access your account data
- You report a security concern or potential vulnerability
- You prefer to talk to a person
Security concerns and potential vulnerabilities are routed directly to the security team without AI troubleshooting.
When the assistant routes you to support, it directs you to the support ticket form and populates the Issue title and Describe your issue in detail fields. You can edit these fields before submitting your ticket. For ticket creation steps, see How to Contact the Fivetran Support Team.
Is the AI Support Assistant available in languages other than English?
No, the assistant supports English only. If you write in another language, the assistant directs you to your account manager or the support ticket flow.
Is my data private and secure?
Yes, the assistant doesn't access your private account data, credentials, destination schemas, or data stored in your Fivetran pipelines. It uses Fivetran public documentation and generally available public resources to generate responses.
What should I do if the issue returns?
If the issue returns after it is marked resolved, you can reopen your support session or submit a new request.
How do I give feedback on the AI Support Assistant?
After the assistant provides a resolution, rate the response using the thumbs up or thumbs down icon. Your feedback helps Fivetran measure response quality and improve accuracy over time.
What if the AI Support Assistant is unavailable?
If the assistant is temporarily unavailable, the ticket submission form opens instead. A notice lets you know that AI support is unavailable.
Does Fivetran use my support conversations to train AI models?
We retain transcript data for 90 days and handle it according to our privacy and data handling policies. If we use AI interaction outcomes as training signals in the future, our Legal and Privacy teams will review the process before activation. For more information, see Software and Service Specific Requirements for Fivetran AI.