The Prime Video Slate Support Assistant is a generative AI solution integrated with Slate tools to help you get immediate answers to your support questions. It draws guidance from official Slate documentation and connects directly to Slate services to provide real-time information about your catalog.
Important: Support Assistant is currently available only in English. We continuously expand its capabilities over time—functionality not available today may be added in future releases. For issues requiring direct account access or human intervention, contact support at slate.amazon.com/contact-us.
How to Access the Support Assistant
The Support Assistant is available from any page within Slate.
To open the Support Assistant:
- Click the chat icon next to the language picker in the Slate navigation bar
- The AI Assistant panel opens with a welcome message and sample questions
To hide the Support Assistant: Click the collapse button in the top right corner. This hides the overlay but retains your conversation history.
To ask a question
You can ask one of the preconfigured questions provided in the Support Assistant UI, or enter a question of your own.
For preconfigured questions:
- Click one of the preconfigured questions in the Support Assistant UI.
Support Assistant searches the Slate documentation to provide relevant guidance.
For new questions:
- Type your question into the Ask a question text box.
- Press Enter OR click Submit.
- The Support Assistant searches for relevant information and responds
Working with Support Assistant answers
Successful responses include:
General Troubleshooting & Site Navigation
- Step-by-step instructions
- Links to related support pages
Catalog Browsing & Title Information
- Links to the Catalog search results the assistant referenced to answer the question
- Follow up questions to narrow down broad questions to help identify specific assets and or titles
Providing feedback: Each response includes thumbs up/thumbs down rating options. Use these to help us improve AI Assistant. You can also click Submit Feedback at the top of the screen for detailed feedback.
If the Support Assistant can’t answer: It will direct you to the Contact Us workflow for human support assistance.
Managing Conversations
- Refresh conversations: Click the Refresh button at the top of the screen to clear chat history and start fresh
- Auto-refresh: Conversations automatically refresh after 24 hours
- Recover history: If you accidentally refresh, reload the entire web page in your browser to recover your chat history
If the Support
Assistant can’t answer your question, it will direct you to the Contact Us workflow for customer support assistance.
Manage conversations with AI Assistant
Conversations with the Support Assistant are limited to 20 exchanges before you must refresh. Click the Refresh button at the top of the screen to clear your chat history and start again. Conversations automatically refresh after 24 hours.
Note: The Support Assistant itself isn’t officially refreshed until you submit a new question. You can recover your chat history from an accidental refresh by refreshing the whole web page in your browser instead.
What the Support Assistant Can Do
Our Support Assistant uses an intelligent orchestration layer that automatically detects your question and routes it to the correct information source. Current capabilities include:
General Troubleshooting & Site Navigation
The Support Assistant helps you learn how to use and navigate Slate, including:
- Adding or removing users and managing permissions
- Uploading, updating, or deleting assets
- Contacting support
- Using all Slate tools and features
- Understanding recent updates to content guidelines
Beta: Catalog Browsing & Title Information (Active Account Only)
The Support Assistant answers catalog-specific questions, including:
- Title status: Check whether a title is live or not
- Asset status: View asset states (available for select partners)
- Title identifiers: Retrieve SKU, GTI, and other critical identifiers—individually or in bulk
Current Limitations
- Language support: English only
- No transaction processing: Support Assistant cannot execute actions like approving workflows or processing payments
- Active account only: Support Assistant can only return catalog data for your currently active account. If you have access to assets or titles across multiple accounts on Slate, switch to the desired account before asking catalog-related questions.
