Live Support AI

The Live Support AI category in the Live Support configuration enables and controls AI-powered chat. When the option is active, new Live Support requests are answered first by the Chat Bot. The Chat Bot uses configured information sources as context and can trigger handover to a human supporter when needed.

AI is used when:

• The AI plugin is loaded.
• The option Use Live Support with AI is enabled. Default is enabled.

When a Live Support ticket is created via the chat window, the ticket is then created with the attribute LiveSupportAI. It can optionally be assigned to a configured Resource while AI is working. Without AI, tickets are created as normal Live Support LiveSupport and are dispatched via, e.g. Dispatch request to resource.

Note: Settings for availability, name, email, and appearance of Live Support also apply in AI mode and are configured under Live Support (ticket settings).

• Reply in chat: The Chat Bot evaluates the user message, extracts keywords, and retrieves matching content from the selected information sources. Based on this context and the conversation so far, the AI generates a short, friendly reply in plain text. The reply appears in the chat under the name Chat Bot.
• Request human supporter: If the AI cannot help or the user wants to speak to a human, the AI can trigger the "Request supporter" action. In addition, the chat window shows a button after each AI message so the user can explicitly request a supporter. In both cases, a step is added to the ticket and the ticket remains in AI mode until a supporter takes over.
• Error handling: If generating a reply fails, a configurable error message is shown, e.g. try again or request human support.
• Scope: The Chat Bot is limited to product support, policies, troubleshooting, and account matters. Off-topic or abusive requests are refused.

• When the chat starts with AI enabled, a notice is shown that the Chat Bot is available for questions and a supporter can take over if needed.
• While the AI is replying, a status line is shown, e.g. "One moment, the Chat Bot is thinking...".
• After each AI message, the user can use a button to request handover to a supporter, e.g. "Issue not resolved? Chat with a support agent.".

• In the Tickets application, the Live Support (AI) view lists all Live Support tickets currently handled by the Chat Bot.
• Take-over: When a supporter performs the supporter reply action on an AI ticket, or the customer requests a supporter via the button, the ticket switches from LiveSupportAI to normal Live Support. No further AI replies are generated. If Dispatch request to resource is set, the ticket can be assigned to that resource on take-over.
• Finish and convert to ticket works as with normal Live Support.

The following options appear in configuration under the Live Support AI category and are only visible when the AI plugin is loaded. When "Use Live Support with AI" is off, the other options remain disabled.

• Use Live Support with AI: Turns AI-powered Live Support on or off. When off, new chats are again handled only by human supporters.
• AI Provider: Selects the AI provider to use, e.g. Default or a provider configured in the AI configuration.
• Resource while AI is working: Optional resource to assign the ticket to while the AI is handling it. Do not dispatch means no assignment.
• Minimum knowledge base article level for AI: Only articles with at least this publish state are passed to the AI as context. Public only restricts to customer-visible articles; higher levels allow, e.g. supporter or location articles. Default: Public only.
• Information sources for AI context: Select which registered AIInformationSource implementations are used for context retrieval. By default, only knowledgebase is selected when available.
• Extra instructions: Free text appended to the AI system prompt. Use for tone, terminology, or escalation rules to a supporter.

• The AI plugin must be installed and loaded.
• At least one selected AIInformationSource implementation must be available at runtime to provide context. If a selected source is temporarily unavailable (for example because a plugin is disabled), it is skipped safely.
• Live Support and Web API must be set up as described in Live Support and the programming guide.