Scout - Your AI Support Assistant - Frequently Asked Questions

Scout is our new Actionstep AI Support Assistant and is here to help your find the answers you need to be successful on the platform.

Scout looks through our comprehensive knowledgebase and can give guidance based on these articles to help you perform tasks, find answers to common problems, give guidance on particular scenarios you are trying to achieve and much more.

To avoid confusion, here are the available resources in place for Support.

Actionstep Academy - Our guided training and learning platform found at https://academy.actionstep.com

Help Center - The knowledgebase article repository found at https://support.actionstep.com

Knowledge Hub - The in-application drop down menu that houses all knowledge links.

Here are some frequently asked questions that may help you work with Scout.

What technology does Scout use to provide answers?

Scout runs on an OpenAI, ChatGPT based generative AI model. 

Importantly, Scout is kept separate from ChatGPT and runs exclusively off the Actionstep Help Center with no ability for it to ask ChatGPT for help, nor does it use ChatGPT to better inform the answers it can give. It does however, use the same technology as ChatGPT and provides similar answers as a standard ChatGPT interaction.

How secure is my data?

Scout does not access your firm's data, only the articles found in the Help Center. The technology that runs Scout is SOC2 Type 2 compliant and is regularly audited and tested to ensure the strictest security and protection. This provides the utmost protection for any enquiries that you ask Scout, and you can rest assured that anything you ask Scout is protected.

Does Scout monitor and track what I do in Actionstep?

No. Scout only gives answers to the questions you ask it, and the answers are exclusively sourced from the Actionstep Help Center.

No other data is tracked except for a sentiment analysis and automated categorization of enquiries in a reporting module within Scout. This information helps our team refine the answers Scout is giving to ensure we are continually improving the support experience.

How do your human support agents feel about Scout?

Our team welcome Scout fully as we understand the huge potential that AI Support agents can provide. Not only do they give the team an added productivity boost and an extra set of hands, Scout can help answer a lot of the simpler questions that our team handle meaning that our incredible human team can spend more time working on the more challenging issues.

What sorts of questions can Scout answer?

Scout can answer everything from how to generate reporting for your particular use case, creating contacts and matters with custom information, all the way through to answering questions regarding integrations.

Scout won't answer questions on regulated and highly-compliance bound topics such as trust accounting, financial audits or similar enquiries. It can provide articles for review on the matters but it will not provide any definitive advice.

It is also important to note, that due to the highly customizable nature of the Actionstep platform, Scout may not provide a solution that matches your exact configuration. It is therefore vital, to take your specific Actionstep configuration into account with any answers provided by Scout.

How do I access Scout?

Currently Scout is available on our Help Centre on the Home Page. Simply click the 'Ask Scout' button and you can chat directly with Scout to get the answers you need

From June 16th, 2025, we will be launching Scout into the Actionstep platform and it will be available from the newly updated Knowledge Hub, our rebranded Help and Resource center found in the top right corner of your Actionstep system.

What do I do if Scout gives me incorrect information?

Whilst we have dedicated a significant amount of time and expertise to ensuring Scout only gives factual answers based on our knowledgebase, sometimes this information can become out of date. We do have a team who review and update this content, so if you do come across some unhelpful or inaccurate information provided by Scout, please do let us know via an email to support@actionstep.com

Do I have to use Scout for my questions? Is it a replacement for the original Support experience?

Not at all. Scout is here to supplement your Actionstep experience and is not replacing any existing Support options. If you prefer, our team of amazing support humans are always here to help, no matter where you are.

What other support options do I have?

It is important to us at Actionstep that you have access to support when you need it. 

Your existing support options will remain the same and you'll still have access to our comprehensive Help Center at https://support.actionstep.com; the Actionstep Academy found at https://academy.actionstep.com/; and of course, directly to our global support team of amazing humans. You can reach them by sending a ticket from our Help Center or by emailing us at Support@actionstep.com