Messenger AI

The Messenger AI configuration controls how AI-powered automatic replies work for incoming messenger requests. When active, new messenger messages are first answered by an AI before a human supporter takes over. This allows instant first responses and can resolve simple inquiries without human intervention.

Note: The Messenger AI feature requires the AI Plugin to be installed and active. AI providers must be configured under Configuration → AI Integration → Providers.

1. When a new message arrives via Telegram or WhatsApp, a ticket is created.
2. The AI extracts keywords from the user's message and searches configured information sources for relevant context.
3. Based on the found context, the AI generates a reply in a messenger-friendly format.
4. The reply is sent to the customer via the same messenger platform.
5. This process repeats for up to 5 consecutive AI replies.

After 5 AI replies or when the customer sends the /support command, the ticket is handed off to a human supporter. The ticket is then dispatched to the configured resource.

• Use Messenger with AI:
  • Activates AI-powered automatic replies for messenger requests. When deactivated, new messenger tickets are either handled according to standard dispatch rules or receive the automatic reply text.
  • Default value: activated

• AI Provider:
  • Selects which configured AI provider to use for messenger replies. The dropdown lists all AI providers defined in the AI Integration configuration. Selecting Default Provider uses the system default.
  • Default value: Default Provider

• Resource While AI is Working:
  • The resource assigned to the ticket during the AI handling phase. While the AI is responding, the ticket is not dispatched to any supporter or resource – unless a resource is explicitly selected here.
  • Values:
    • Do not dispatch – the ticket is not assigned to any resource while the AI is active (recommended for most setups)
    • Any configured resource – the ticket is assigned to that resource during AI handling
  • Default value: Do not dispatch

• Information Source Hit Limit:
  • The maximum number of context entries the AI retrieves from the configured information sources. A higher value provides more context but increases token usage and response time.
  • Default value: 5

• Minimum Knowledge Base Article Level for AI:
  • Filters knowledge base articles used as AI context by their publish state. Only articles with at least the selected level are included.
  • Values:
    • Public only – only articles visible to end users (most restrictive)
    • Supporter and above – articles visible to supporters
    • Location and above – articles visible to specific locations
    • In review and above – includes articles still under review (most permissive)
  • Default value: Public only

• Information Sources for AI Context:
  • Selects which information sources the AI searches to build context for replies. The list is dynamically populated based on available AI information sources in the system.
  • At least one source must be selected when Messenger AI is active.
  • The knowledgebase source is selected by default if no previous selection exists.

• Additional Instructions:
  • Custom instructions appended to the AI system prompt for messenger replies. Use this to adjust the AI's behavior, tone, or response style.
  • Default value: Prefer answers from configured information source context over your own knowledge whenever possible.

The following steps occur for each AI-handled message:

1. The user's message is received via webhook.
2. A new ticket is created (or an existing open ticket is updated).
3. After a short delay, the AI is triggered:
   1. Keyword Extraction: The AI identifies the core question from the user's message.
   2. Context Retrieval: The configured information sources are searched for matching content.
   3. Reply Generation: The AI generates a concise reply based on the context and system prompt.
   4. Message Delivery: The reply is automatically sent to the customer via the messenger platform.
4. If the AI cannot process the message, the standard error message is sent and the ticket is handed off to a human supporter.

Note: If a human supporter replies to the ticket via the Tickets application before the AI responds, the AI is disabled for that ticket and the supporter takes over immediately.

The AI hands the ticket off to a human supporter in these situations:

• After 5 consecutive AI replies
• When the customer sends the /support command
• When the AI invokes the human support requested tool
• When the AI returns an error

When handoff occurs, the ticket is assigned to the channel account''s configured resource.