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How do I turn off generative AI 'help'? I find Googling (when generative AI is turned off there) to be more useful.

Xero offers 27/7 online support, but it isn't really. It's we will get back to you as and when. With no contact number there needs to be access to a real person not just articles. Most companies now offer what's app or an online chat service. Even if a query needs to be escalated to another department at least we will know that in advance and plan for this accordingly around schedules of our business. With all of our us on here using your services there is just so little support when we need it most. Is this a possibility in the future as there is no contact number?

@Martin Danger and will the generative AI have the hallucinations removed? Will it only have access to current information or will obsolete help files still be in the database?

(And if the genAI gives advice that is counter to legal requirements in the country of the user, will Xero hold itself liable for the advice given, just as if the advice as given by a human?)

Will the generative AI be trained prior to release and if so, to what level? Will users end up training the AI? If so, what compensation will users receive for doing this work for Xero?

As a Xero user, I'm getting a little wary of being the experimental subject or the beta tester. As a paying user, I expect to receive a product that works. And I expect that product to continue working without having features removed. I don't expect to have to spend more time search for info that includes determining whether the AI got it right.

An organization your size should offer live chat or telephone support instead of just a ticketing system. I run a small mom and pop and I have live chat in our web application and it makes no sense with your resources, you could not do the same thing.

Xero support is next to useless

Xero Support is very apt

Hi Kelly,
with this suggestion, if the chatbot ends up being implemented, will anything be done to the "With Xero you get free online support 24/7 from our customer support team" claim that Xero makes? Is Xero going to define a "team member" to include a chatbot?

The way support is provided is extremely disruptive to my workflow. Long story short, the process prioritises Xero's time over my time.

I can't contact support 24/7. I can only send a request for support to contact me. And they get back to me when it's convenient for them.

It's misleading to advertise that Xero offers 24/7 support. They don't. At most, they offer an opportunity to ask for support 24/7.

Why is it that the person who pays for the product, a product that is supposed to streamline bookkeeping tasks because time is precious, especially for a small business, why is it that the person who pays has their time treated as less important than the person who is getting paid to provide the service?

And the AI chat bot - this tool is a search tool. When I contact support, 95% of the time it is because I have a real issue, not a lack of knowledge issue. All these "improvements" improve Xero's profitability, not your own ability to make some money.

Hi team,

We are currently your active users on Xero and we have several agencies.

Since the beginning of 2023, we moved to another accounting software "Oracle Netsuite" however, we never closed our accounts on Xero and the bank feed remained active.

Due to some changes required, we are planning to return back to Xero again and we have few questions regarding the transfer of data from Netsuite to Xero.

1. Bank feed - We have agencies that have over 600 bank transactions showing on Xero (which we have allocated them on Netsuite). We read the information for transferring supplier and client invoices however, what would be the best way to solve the bank feed reconciliation? We want to avoid connecting the invoices to the payments one by one as it requires a huge amount of time.

2. What is the best way to match our chart of accounts from Netsuite to Xero?
if we do an import and replace some of the codes: for example if we replace t"380 - staff entertaining (Xero)" code with "3800 - staff entertaining (Netsuite)" as an import, is it going to replace 380 with 3800 on Xero and also apply these changed backdated for all our previous data on Xero?

3. In general, what would be the best way to discuss this case? Do you offer an agent that might have a call with us and provide a support/help with this case?

Please note that this is urgent for two of our agencies: Drumhorse and Selbey Anderson as we are planning to move back next month.

If you are able to schedule a call with us, would be the best way to explain ourselves.

Please feel free to contact me at nedim.musli@drumhorse.co.uk

Regards,
Nedim

HI i can not give full access to the owner , to create a new user.

I would like to give him full access but it created an error that i need to do it later

when I try to import a statement from my bank I get a message saying Debit account has incorrect values . Upon checking what I can see both the export from the bank and import into the Xero account is the same it appears as +ACO-4.23 the amount I am tryng to import is -4.23 any suggestions

I am considering starting Xero and I have questions. No chat option, no phone number. How do I get answers to my questions on costs, etc?

You advertise support chat 24/7, how do I access that chat
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