Emma, a Voice Support Agent for I-9 and W-4 Help

Frontline workers can call Emma, a voice support agent, for help finishing their I-9 and W-4.

A stuck I-9 or W-4 meant a support ticket or a manual fix by an admin while the worker waited.

What's new

• Answers by voice — workers get answers to common I-9 and W-4 questions, including help with document uploads.

• Restart and resend — once a worker is verified, Emma can restart an I-9 or W-4 that has bad data and resend a login link to the phone or email on record.

• Call record for compliance — call transcripts are saved to the worker's I-9 or W-4 audit notes, and restarts and link resends are logged.

• Handoff to support — when Emma cannot resolve something, or is not authorized to act, the call goes to human support or the worker gets fallback instructions.

Why it matters

Workers get unstuck on the call instead of waiting on a ticket, and admins spend less time on repeat restarts and link resends.

What to expect

Emma helps with I-9 and W-4 forms only. Editing worker profile fields and changing I-9 or W-4 status are not part of what Emma does.

Availability

Coming soon to an initial group of customers — contact your Customer Success representative to learn more.