Asking the consultant a question works like any messaging app. This article covers sending a message, reading the answer, and getting the most useful reply.
Sending a message
Tap the chat button in the top corner of any page, then select the Chat with the AI Benefit Consultant button.
Type your question in the box at the bottom and tap the send arrow. On a computer you can also press Enter to send, or Shift+Enter to start a new line.
You can select one of the suggested questions instead of typing your own. Keep messages to a few sentences — there's a 2,000-character limit, and separate questions get sharper answers than one long one.
Please note: if support chat is available on your portal, you'll first be asked who you want to talk to — the AI Benefits Consultant for benefits questions, or support for problems with the platform. Choose the consultant to continue here.
While it's thinking
You'll see a typing indicator, along with short progress updates — for example when it's searching your benefit documents or checking your enrolment windows. The answer then appears as it's written.
Reading the answer
Below any answer drawn from your benefits content you'll see a ‘Sources:’ line showing where it came from.
- A benefit source links straight to that benefit's page in your portal
- A document source names the policy document the answer came from. It isn't a link — search for that filename in your portal, or on the benefit's page, to read the full policy
If there's no ‘Sources:’ line at all, the answer didn't come from your employer's documents — check it with your HR team before acting on it.
Follow-up questions work naturally — the consultant keeps the context of your conversation, so you can ask "and what about dependants?" without starting again. It will tell you what your policy says about dependant cover, but **it doesn't know who you've added** — check your enrolment page in the portal for that.
When it can't answer
If your documents don't cover your question, the consultant tells you so — and gives you the right next step, whether that's your benefit provider or your HR team, complete with their email address and phone number.
Tips for better answers
- Say "my" — "what does my dental plan cover?" is better than naming a level like Gold or Silver. The consultant can see plans you're eligible for as well as the one you're on, so "my" keeps the answer about you
- Name the benefit — "what does my dental plan cover?" beats "what's covered?"
- One topic at a time — separate questions get sharper answers
- Ask follow-ups — the consultant keeps the context of your conversation
Closing the chat
Tap the ‘X’ in the top corner. Your conversation is saved — closing it doesn't lose anything.