Smarter Benefits Help Request Routing

Smarter Benefits Help Request Routing

Benefits help requests now include a fallback routing mechanism — if an HR admin email address isn't available, requests are automatically routed to tenant admin emails instead.

• Requests automatically fall back to tenant admin emails when HR admin emails are unavailable

• Employees always receive a response pathway regardless of how admin contacts are configured

• No action required from users — the routing happens automatically in the background

Why it matters: A help request that goes nowhere isn't helpful. This change ensures that benefits inquiries are never silently dropped due to a missing email configuration — someone is always in a position to respond.

More Reliable Benefits Communication

This update improves the overall reliability of benefits-related communication across the platform, reducing the risk of unanswered requests due to configuration gaps.

• Fewer missed or undelivered help requests

• Consistent experience for employees regardless of how their organization's admin contacts are set up

• Builds a more dependable foundation for benefits support workflows going forward

Why it matters: Employees seeking benefits help often need a timely response. A more reliable routing system means fewer delays — and fewer situations where a request simply disappears into the void.