AI agent
Contents
The AI agent is in beta, and it is not enabled for every project. If you do not see AI agent under Support > Settings, ask us to turn it on. It is free while it is in beta. We will set a price later, and we will tell you before any charge starts.
The AI agent drafts a reply when a new ticket arrives. You decide whether that draft stays a private note for your team, or goes to the customer. It does not reply on its own until you choose AI reply for that channel and ticket type.
Replies are grounded in your business knowledge sources: documents, links, and other context you add.
Turn it on
- Go to Support > Settings > AI agent.
- Turn on Enable AI agent.
- Confirm AI data processing is allowed for your organization.
- Add at least one business knowledge source and wait until it is ready.
Without consent and a ready source, the agent has nothing to ground a reply in.
Let it investigate the ticket
Under Investigate ticket data, the Allow the agent to investigate ticket data switch is separate, and it starts off.
When it is on, a ticket that reports something broken can be checked against your project's events, error tracking issues, session replays, and logs. The agent has read-only access, and only to that project.
Leave it off if you want replies grounded only in documentation and business knowledge.
Choose the channels
Under Allowed channels, pick where the agent runs. A channel that is not connected yet stays disabled until you enable it under Channels. The list is the widget (including the API), Slack, email, Microsoft Teams, and GitHub.
Choose what the customer sees
For each channel you enabled, set a reply mode per ticket type.
| Ticket type | What you can choose | Why |
|---|---|---|
| How-to | Private note or AI reply | The customer needs instructions. A reviewed reply can go out. |
| Diagnostic | Private note only | The draft can include data from your project. |
| Account/Billing | Private note only | The draft can include account data. |
Private note is the default. Only your team sees it. AI reply sends a safety-reviewed message to the customer. On a channel set to AI reply, the agent may also ask the customer one clarifying question.
Diagnostic and Account/Billing stay private even if you would prefer a customer reply. The product enforces that. Do not paste a private note into the customer thread if it contains project data you would not send yourself.