Liquidware Advanced AI Support Agent and Engaging Support

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.

If your organization blocks AI assistants or chat agents in the browser, you can open a case by emailing support@liquidware.com at any time. See If You Do Not See the AI Support Agent below.

Summary of Changes

The table below summarizes what is different and what remains unchanged in your Liquidware Support experience.

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
• It is not the only way to reach Liquidware Support — email remains available if the agent cannot load in your browser

If You Do Not See the AI Support Agent

Some organizations block AI assistants, chat agents, and in-browser AI features through endpoint or browser policy — for example, a Microsoft Intune or Microsoft Defender policy applied to Microsoft Edge, or an equivalent Chrome or Group Policy restriction. On a managed device with these policies in place, the AI Support Agent may not load at all, and the launcher may be missing from the Help Center page.

If the agent does not appear, you do not need to switch devices or use an unmanaged browser. Email support@liquidware.com and a support case is created for you automatically. Your case is queued and routed the same way as a case created by the AI Support Agent, and you will receive case confirmation and all follow-up through the support portal at support.liquidware.com.

What to Include in Your Email

Including the following in your first email lets the assigned engineer begin work without a round trip for basic details:

• Product and version — for example, ProfileUnity 7.0.2, Stratusphere UX 6.7.0
• Broker and platform — Citrix, Omnissa Horizon, Azure Virtual Desktop, or physical endpoints — and the guest operating system
• A description of the issue, including the exact error message text if one is displayed
• Scope and business impact — number of users affected, and whether the issue is production-impacting
• Relevant logs or diagnostic output, if you already have them. For ProfileUnity and FlexApp issues, the fastest option is to attach a diagnostic bundle from the ProfileUnity Diagnostic Tool — see Collect Logs Using the Diagnostic Tool. That article also covers running the tool on the FlexApp Packaging Console and Packaging Automation server, and how to scrub sensitive data before sending.

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. If the AI Support Agent is unavailable to you, email support@liquidware.com to create a case instead.

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. Cases submitted by email can also be sent at any time. 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. You can also open a case at any time by emailing support@liquidware.com. Cases are handled by Liquidware’s Technical Support Engineers during standard support hours per your support agreement.

The AI Support Agent does not appear in my browser. How do I create a case?

Email support@liquidware.com. This is most often caused by a corporate browser or endpoint policy — such as an Intune, Defender, Edge, Chrome, or Group Policy restriction — that blocks AI assistants and chat agents on managed devices. Rather than switching to a personal or unmanaged device, send your request by email and a case is created for you. If you would like the agent to work on your managed devices, your IT or security team can allow the Help Center domain in the relevant browser policy.

Can I open a case by email?

Yes. Email support@liquidware.com from the address associated with your support portal account. The case appears in your case list at support.liquidware.com, and you can continue the conversation either by replying to the email or through the portal.

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. If the AI Support Agent does not load in your browser, email support@liquidware.com and state the production impact in the subject line.

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.