What is the Virtual Assistant?

The Virtual Assistant is an advanced tool designed to provide you with instant, accurate answers to your queries and guide you through troubleshooting steps.

Who can access the Virtual Assistant?

As of June 26, 2025 all merchants have access to our AI-powered Virtual Assistant, accessible through our Support Center. Partners will receive access in the future.

How to access the Virtual Assistant?

1. Sign in to the Support Center using your Authorize.net account credentials.
2. From the Support Center, click on the Chat icon at the bottom right.
   • Ex;  
3. This will launch and start the chat with the Virtual Assistant.

Authorize.net Version Question:

When chatting with the Virtual Assistant, you'll be asked to specify which version of Authorize.net your question relates to. This helps ensure you receive the most accurate and relevant information.

Best Practices and Prompt Examples:

• Ask Specific Questions: Provide detailed and specific questions to get the most accurate answers.
  • Examples:
    • Why was my customers credit card transaction declined?
    • Why did my customers eCheck transaction decline?
• Use Follow-Up Questions: If the initial response doesn't fully address your issue, ask follow-up questions for further clarification.
  • Examples:
    • When will funds be deposited?
      • When will funds be deposited for my eCheck transactions?
• Provide Context: When asking about a problem, include relevant details such as error messages or steps taken so far.

We Value Your Feedback:

While chatting with the Virtual Assistant, you can leave feedback on its responses with the thumbs up and down option. When selecting thumbs down, we will ask in a prompt for any details on why the response was rated that way. We will use this information to help improve the Virtual Assistant and its responses.