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New features

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Zia, the automated support assistant, is available in the Client Portal

Clients can now open Zia, Thrizer’s automated support assistant, from the floating chat launcher or Chatbot page in the Client Portal. Zia is available throughout the signed-in Client Portal. Zia can help you understand how Thrizer works, what your payment options mean, how benefit checks and claims are handled, and where to go in your portal for common tasks. Zia shows its opening message the first time you use it. Who this affects: clients signed in to the Client Portal. Why it matters: you can ask a question and get a plain-language answer without leaving the page. Zia can also involve Thrizer support on your behalf when the question needs a human. Zia is automated; conversations may be logged and reviewed by Thrizer to improve support. What to do: open the Client Portal and select the floating chat launcher or Chatbot page to start a conversation. When Zia cannot resolve an account-specific issue, ask Zia to send a support request or use Help → Message Us. See Troubleshooting and support.

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Updates

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The Client Portal explains when a claim was rejected before adjudication

The Client Portal’s claims list now shows This claim was rejected before adjudication. for rejected claims instead of a bare Rejected label. The Client Portal does not show the specific rejection reason. Your clinician can see more detail in Clinician Portal → Claims and determine the next step; if support review is needed, use Help → Message Us. Who this affects: clients viewing their claims in the Client Portal. Why it matters: you can tell that a rejection is not the same as a denial and know where to go for the next step.