Meet Lusia, our chatbot who is always available to assist you straight away. Lusia provides quick answers and connects you to a live chat agent exactly when you need one.

Every step is designed with one goal in mind: to help you as quickly and effectively as possible, in the way that best suits your query.

Many answers are already available in our documentation. Using the search function, you can often find a solution straight away, without having to wait for assistance.

Can’t find a ready-made answer in the documentation? Ask the chatbot your question – it’s available 24/7 and ready to help you straight away with frequently asked questions, practical information and step-by-step troubleshooting.

If the chatbot cannot fully resolve your query, your conversation will be automatically forwarded to a helpdesk team member via live chat.

This ensures that the team member is immediately aware of the full context of your query.

The agent will be happy to assist you during office hours.

Enquiries that cannot be resolved by the chatbot or live chat are logged by our agent as a ticket for consultation with second-line support. The agent assigns the appropriate team and priority.

For more complex issues, our second-line support team will contact you to offer a solution.

Depending on the complexity of your enquiry or problem, the support agent may use the ticket to give you the option to schedule an appointment, allowing you to select a suitable time slot yourself.

For more complex issues, the support agent may, with your permission, view your screen remotely to help resolve the problem directly.

To do this, please install Splashtop on your device before the appointment. Please check in advance that the correct access rights have been set up, so that the session runs smoothly and without delay.

We use a smart approach: a chatbot for frequently asked questions and staff via live chat for complex issues. At the same time, we ensure that users who are unable to continue working receive prompt assistance via our telephone support channel and do not have to wait unnecessarily.

You receive exactly the level of support you need, exactly when you need it.

Please provide as much information as possible about your query or problem. Please state (where applicable):

Based on this information, we can:

Don’t have time to type out your question in full, or is it a complex question that you’d rather just speak? Then use the microphone function in our chat. Press the microphone icon and speak your question calmly and clearly. Clear articulation is always important. This is quicker and easier than typing.

Telephone support is intended solely for urgent or critical issues.

For non-critical issues, we kindly ask you to consult the documentation and the chatbot first. If you call us for a non-urgent matter, our support team will first direct you to the chatbot, so that the line remains available for urgent calls. ​

You can contact us by telephone during office hours on 02 600 40 40 (excluding public holidays).

It is not possible to request a call-back or schedule an appointment via Lusia or the live chat feature.

Please feel free to let us know when you would prefer to be contacted.

Please bear in mind that your preference does not guarantee that you will be contacted at that specific time.

The live chat replaces the ticket system. As a result, it is no longer possible to create tickets.

If the agent is unable to assist you immediately via live chat, a ticket will be created for you for further follow-up by our second-line support team.

Live chat is handled by the software helpdesk, not by individual staff members. This means you cannot select a specific staff member via the chat.

Would you still like to pass on a message or make an enquiry about an open ticket? Please send a message via the ‘Tickets’ tab after logging in to my.corilus.be; this will automatically be forwarded to the relevant member of staff.

You can, however, always contact the software helpdesk via the chat function.

The chatbot does not have access to the details or status of your existing support tickets.

This means that the chatbot cannot provide information about:

You can view the current status of your existing support ticket(s) at any time via my.corilus.be after logging in with your credentials.

It is not possible to create new tickets.

The chatbot does not have access to the details or status of your invoices.

You can view your invoices or request duplicates via my.corilus.be after logging in with your credentials.