Support for Decover for Word.

Decover for Word

Decover for Word (listed as the DecoverAI add-in for Microsoft Word) is published by DecoverHQ, Inc. It opens as a task pane beside the document you are drafting in Word and connects it to the matter you already run in DecoverAI — the same documents, the same classifications, and the same access rules as the web app. Everything on this page is about the add-in itself. For a broader tour of what it does, see the Word add-in product page; for help with the DecoverAI platform generally, see our help center.

What Decover for Word needs

The add-in loads from the Office Store — there is no MSI, no local installer, and no desktop agent. Four things have to be in place.

• A DecoverAI account — the add-in uses the same login and the same matter permissions as the web app, and cannot show you anything the web app would not. If you do not have an account yet, book a demo to get set up.
• A supported version of Word — Word for Microsoft 365 on Windows or Mac, Word on the web in any modern browser, or Word 2021 or Word 2019 signed in with a Microsoft 365 account.
• A signed-in Microsoft 365 account — Office requires one to load any add-in from AppSource, even a free one.
• Outbound HTTPS access to *.decover.ai on port 443 — if your firm filters traffic, ask IT to allow it before you install, including on the proxy that Office traffic passes through.

Installing the add-in

Installing takes about a minute and does not require administrator rights, unless your firm has restricted the Office Store.

1. Open Word and go to Home → Add-ins. On older builds this sits under Insert → Get Add-ins.
2. Choose More Add-ins, open the Store tab, and search for Decover.
3. Click Add, then accept the license terms and privacy policy when Word prompts you.
4. The Decover button appears on the Home tab of the ribbon. Click it to open the task pane.
5. Sign in with your DecoverAI credentials and pick the matter you want to work in. Word remembers the add-in on every device where you are signed in with the same Microsoft 365 account.

Deploying it across a firm

Where IT controls software, a Microsoft 365 administrator can push Decover for Word to everyone at once instead of asking each person to install it.

1. In the Microsoft 365 admin center, go to Settings → Integrated apps and choose Get apps.
2. Search for Decover, then select the users, groups, or the whole organization that should receive it.
3. Confirm the permissions and deploy. Central deployments can take up to 24 hours to reach every user.
4. Ask IT to allow outbound HTTPS to *.decover.ai on port 443 at the same time, so the pane can reach your matters on day one.

Administrators running a security or vendor review before deploying can pull SOC 2 Type II and HIPAA documentation from our Trust Center, and we are happy to join a call — write to support@decover.ai.

Signing in and getting to work

The first run is where most questions come up, so here is what to expect from it.

1. Open the pane. Click Decover on the Home tab. The task pane opens on the right of your document and stays there while you write.
2. Sign in. The add-in opens a popup window to sign you in to your DecoverAI account. If your firm uses SSO, you will be handed to your identity provider exactly as the web app does. Popups and third-party cookies must be allowed for decover.ai.
3. Pick a matter. Only matters your account already has access to appear in the list. Permissions carry over from the web app unchanged.
4. Work from the record. Search the matter's documents, insert an excerpt with its source attached, summarize the document on screen, or flag a passage as privileged or confidential. Work you do in the pane stays attached to the matter rather than being stranded in the local file.

A fuller tour of each capability — and how the add-in fits alongside the web app — is on the Word add-in product page.

Common problems and fixes

Most add-in problems come down to Office's own cache, sign-in, or an organization policy. Work through these before writing in — and if none of them fix it, send us the details and we will take it from there.

How Decover for Word handles your information

The add-in is a second surface onto the DecoverAI platform, not a separate product with its own data store, and it is governed by the same controls: AES-256 encryption at rest, TLS 1.2+ in transit, role-based access, full audit logging, and matter-level permissions carried over from the web app. Nothing you write or open in Word is used to train, fine-tune, or improve AI models.

• Document content — text from the document you have open is sent to DecoverAI only when you ask the add-in for an action, such as a summary, a search, or a drafting request. It is processed in an isolated environment that is destroyed when the request completes.
• Account and sign-in data — your name, work email, and the session token issued when you sign in, used to authenticate you and apply your matter permissions. The add-in does not read your Microsoft 365 mailbox, calendar, or files in OneDrive or SharePoint.
• Matter data — documents already loaded into your matter are processed as Customer Data under our data processing agreement, on the instructions of your organization, and never for our own purposes.
• Diagnostics — anonymized error and performance events so we can find and fix add-in faults. These do not include document content.
• Never sold or used for advertising — we do not sell personal information and do not use document content for advertising or model training.

The complete terms are in the DecoverAI privacy policy — see section 3.9 for the add-in specifically — alongside our security page, data processing agreement, subprocessor list, and the Trust Center, where SOC 2 Type II and HIPAA documentation is available. To request access to or deletion of your personal information, write to privacy@decover.ai.

Removing the add-in

1. In Word, go to Home → Add-ins → More Add-ins and open the My Add-ins tab.
2. Click the … menu on the Decover tile and choose Remove.
3. Removing the add-in does not touch your DecoverAI account or any matter data. If it was deployed centrally, your Microsoft 365 administrator removes it from Settings → Integrated apps instead.
4. To close your account entirely, write to support@decover.ai and we will confirm deletion in line with our privacy policy.

Reach our support team

Every DecoverAI customer works with the same team that builds the product — there is no offshore first tier and no ticket triage queue. Email is the fastest route for anything technical.

What to expect after you write in

Support is staffed Monday to Friday, 9:00am–6:00pm Pacific, excluding US public holidays. These are our target first-response times — in practice most messages are answered well inside them.

If you are on an enterprise agreement, the response and resolution commitments in your contract govern and take precedence over the targets above. For a deadline-critical issue outside business hours, write to support@decover.ai with URGENT in the subject line.

Send us the details

Prefer not to open your mail client? Fill this in and it reaches the same team. Please leave privileged or confidential document text out of the description — tell us what happened and we will follow up through a secure channel if we need to see the material.