Willie E.A. Wise is the ExpressAgain owl, and everyone calls the owl Willie. Tap the owl at the bottom right of the screen to open the chat, type a question and press Enter (Shift and Enter starts a new line; Escape closes the chat). On a phone the chat opens from the bottom of the screen; on a computer it is a panel in the corner.
On the website, Willie answers how ExpressAgain works and who it helps, from the Help Center articles and the product pages, with links to open. To reach a person, tap Talk to a person: a short form, Have a person follow up, asks for your first and last name, your email and what you need, and a real person replies by email.
Inside the app, on the family's pages, the care-team dashboard and the organization panel, Willie answers how to use the app: where things are and how to do them, with a link to the page. Contact support shows the support address (and, for a family, the support form in the Help Center), and What's new lists the latest release notes for your side of the app, then any notices from the founding team.
What Willie does not do: Willie cannot see the patient's record, never quotes a price (prices live on the Pricing page) and never gives medical advice. If someone describes an emergency, Willie says to call 911. When the articles do not answer a question, Willie says so and gives the way to reach a person.
Please do not type health details, names or medical information into the chat. The questions and the answers are kept, and the ExpressAgain team can read them.