The ButterflyMX Assistant is an AI support chat in the ButterflyMX mobile app. Use it to ask how-to questions or get help with problems such as a door that will not open, missed intercom calls, or missing notifications.
For many issues, the assistant can check your account and your building’s devices to help identify the problem and explain what to do next.
What the assistant can help with
- Using Swipe to Open, creating a Visitor Pass, or finding where to view your PIN.
- A door that will not open with your app, PIN, or key fob.
- A No Access message, login questions, or missing notifications.
- Intercom calls that do not ring your phone.
- Your name not appearing in the intercom directory.
Start a conversation
- Open the ButterflyMX mobile app.
- Tap Account, then Contact Support.
- Enter your question or describe the problem. For example, “My key fob does not work at the garage.”
- Follow the assistant’s prompts. If you are having trouble at a door, it may ask you to select the entrance.
When prompted, select Yes, that helped or No, still not working to let the assistant know whether its answer resolved the issue.
What to expect
For how-to questions, the assistant uses information from the ButterflyMX Help Center.
For an account or entry problem, it may check whether you have access to the door, whether a credential such as a key fob has been issued to you, or whether the device at the door is online.
Door-related checks can take about a minute while the assistant reviews your account and the device.
When to contact your property manager
Some issues require your property team to make a change or check equipment at your building. These include:
- Issuing key fobs.
- Changing which doors you can access.
- Updating your account’s activation date or property feature settings.
- Addressing door hardware problems.
If your property team needs to take action, the assistant explains what to ask them to check. For example, if a key fob has not been issued to your account, it may direct you to your property manager for help getting one.
Get help from ButterflyMX Support
If the assistant cannot resolve your problem and further help from ButterflyMX is needed, it can send the issue to our Support team for follow-up by email.
Tell the assistant what is still not working. Our Support team receives the conversation and the checks already completed, so they have context when reviewing your issue.
Your account information and PIN
When you are signed in, the app identifies your account. The assistant does not ask you to provide your name, email address, or ID numbers. If you are signed out, help is limited to public Help Center information.
The assistant does not display your PIN or other access codes in the chat. To view your PIN, go to Menu, then My PIN in the app.
Cost
The ButterflyMX Assistant is included in the mobile app at no additional cost.
Frequently Asked Questions
- What is the ButterflyMX Assistant?
- It's a support chat inside the ButterflyMX app. You can ask it how-to questions, or tell it about a problem, like a door that won't open or calls that don't ring. For many problems, it can check your account and your building's devices and tell you what's wrong and who can fix it.
- Where do I find it?
- In the app, go to Account, then Contact Support.
- What can it help with?
- How-to questions, like finding your PIN, creating a Visitor Pass, or using Swipe to Open.
- Entry problems, like a door that won't open with your app, PIN, or key fob.
- Account problems, like "No Access," trouble logging in, or missing notifications.
- Calls from the intercom that don't ring your phone.
- Your name not showing on the intercom directory.
- Will it ask for my personal information?
- No. The app already knows who you are, so the assistant never asks for your name, email, or ID numbers. It will never show your PIN in the chat. To see your PIN, go to Menu, then My PIN.
- Why did it tell me to contact my property manager?
- Many access problems can only be fixed by your property team. That includes key fobs, door access, activation dates, feature settings, and door hardware. When that's the case, the assistant tells you exactly what to ask for, so they can fix it faster.
- Can I talk to a person?
- Yes. Tell the assistant what you need help with. If it can't solve the problem, it will create a support ticket for you, and our support team will reply by email.
- Why does it sometimes take a while to answer?
- For door problems, the assistant checks your account and the door's device before answering. That can take up to a minute.