How to Engage with Liquidware Support Starting April 20, 2026
Overview
Effective Apr 20, 2026, Liquidware is introducing an AI Support Agent as the primary entry point for new support interactions at support.liquidware.com. The AI Support Agent is available around the clock and draws on Liquidware’s full Help Center knowledge base and online product documentation to help resolve issues quickly.
The AI Support Agent is the first stop for new support requests — not a replacement for Liquidware’s engineering team. When an issue requires hands-on support from a Liquidware engineer, the agent creates and routes a case on your behalf, passing along the full conversation context so you do not need to repeat yourself.
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What This Change Affects This change only affects how new support interactions are initiated. Your portal login, existing case history, and ability to respond to open cases are not affected in any way. |
Summary of Changes
The table below summarizes what is different and what remains unchanged in your Liquidware Support experience.
| What’s Changing | What Stays the Same |
| The Submit a Case button is replaced by the AI Support Agent on Apr 20, 2026 | Your login, existing cases, and case history in the portal are unaffected |
| New support interactions begin with the AI Agent rather than a blank case form | You can still read, respond to, and update open cases directly in the portal |
| The AI Agent searches Help Center articles and product documentation to answer your question before a case is created | Liquidware’s support engineers remain available for complex issues |
The AI Support Agent
The AI Support Agent is a conversational interface accessible from the Liquidware Help Center at support.liquidware.com. It is designed to answer product questions, guide you through configuration and troubleshooting steps, and — when needed — create a support case and hand off to a Liquidware engineer.
What the AI Agent Can Help With
- Product configuration questions across all Liquidware products
- Step-by-step troubleshooting guidance for common issues
- Answers sourced from Help Center articles and Liquidware online documentation, referenced in real time
- Case creation and escalation to a Liquidware Technical Support Engineer when the issue requires it
What the AI Agent Is Not
- It is not a replacement for Liquidware’s support engineers for complex, environment-specific issues
- It is not a case management system — your existing cases are managed through the support portal as before
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✅ Tip The AI Support Agent passes the full conversation context to the support engineer when a case is created. You will not need to re-explain your issue after escalation. |
How Support Cases Are Handled
Support cases continue to be managed through the Liquidware Help Center portal at support.liquidware.com. The process for new cases changes as follows:
New Cases (Effective Apr 20, 2026)
New support interactions begin with the AI Support Agent. If the AI Agent is unable to resolve your issue, it will create a support case on your behalf and route it to the appropriate Liquidware Technical Support Engineer. You will receive case confirmation and follow-up through the support portal.
Existing Cases
Nothing changes for cases that are already open. You can continue to log in to support.liquidware.com to view, respond to, and update your existing cases exactly as before.
Availability
The Liquidware AI Support Agent is available 24 hours a day, 7 days a week, 365 days a year — including outside of normal business hours. For issues that require a live support engineer response, cases are handled during standard Liquidware support hours per your support agreement. For more information on Liquidware support policy please see our guide listed here: Liquidware Support Policy
Frequently Asked Questions
Can I still open a support case directly?
Yes. If the AI Support Agent is unable to resolve your issue, it will create a support case on your behalf. Cases are handled by Liquidware’s Technical Support Engineers during standard support hours per your support agreement.
Will my conversation with the AI Agent be shared with the support engineer?
Yes. When a case is created, the full conversation context is passed to the assigned engineer. You will not need to re-describe the issue when the engineer picks up the case.
Can I still log in to view my cases?
Yes. Your portal login and access to all open and historical cases at support.liquidware.com is unchanged.
What products does the AI Agent cover?
The AI Support Agent covers all Liquidware products, including ProfileUnity, FlexApp, FlexApp One, Stratusphere UX, and CommandCTRL.
What if I have a Severity 1 or production-down issue?
Production-impacting issues are handled with the same priority as before. When escalation occurs, critical-priority issues are flagged and routed accordingly.
Is the AI Agent available outside of business hours?
Yes. The AI Support Agent is available 24 hours a day, 7 days a week. For issues that require a live engineer, cases are handled during standard Liquidware support hours per your agreement.
| Product | All Liquidware Products |
| Category | Support Engagement |
| Applies To | All Customers |
| Effective Date | Apr 20, 2026 |