AI Assistant – SupportCandy

How to enable AI Assistant

Pradeep Makone — Thu, 04 Jun 2026 10:48:35 +0000

The AI Assistant is part of the Productivity Suite Addon, designed to boost agent efficiency and elevate your customer experience. Follow this quick guide to activate and access your AI Assistant.

Prerequisites

Note: To use the AI Assistant, you must first have the Productivity Suite addon installed on your platform.

Step-by-Step Activation Guide

Navigate to Productivity Suite: Log into your admin dashboard and go to Support → Settings → Productivity Suite.
Enable the Feature: Locate the AI Assistant toggle, switch it to Enabled, and click Save.
Configure Your Settings: Once activated, you can fully customize your brand voice and guidelines by navigating to the new settings page at Support → Settings → AI Assistant.

What's Next?

Once enabled, your agents will immediately gain access to powerful features directly within their ticket editor, including Auto Draft Replies, Instant Ticket Summaries, and Polished Replies tailored to your brand voice.

Learn how your can train the AI Assistant in the later articles.

AI Training

Nikhil Gawali — Mon, 25 May 2026 10:04:55 +0000

Overview

The AI Training section is used to manage all training data uploaded to the Retrieval-Augmented Generation (RAG) system. This area allows administrators to upload files, import URLs, assign categories, manage expiration settings, and monitor indexing status for AI training items.

The system supports multiple types of training sources including files, URLs, support tickets, and BetterDocs content.

Anyone who has capability ‘Manage AI Training’ can:

Add new training items
Upload PDF and TXT files
Train AI using URLs
Assign categories to training items
Set expiration periods
Monitor indexing status
Delete training data from the AI provider and database

Each training item is processed and indexed into the RAG system for AI retrieval and response generation.

Where to Find

Support → Settings → AI Assistant → AI Training

How It Works

When a new training item is added:

The item is queued for processing.
The training data starts uploading to the RAG system using a cron event.
The system processes each item one by one.
After successful indexing, the status changes to Indexed.
If processing fails, the status changes to Failed and the system automatically removes the failed training data.

Training data can originate from:

Uploaded files
URLs
Support tickets
BetterDocs articles

Supported Training Sources

The AI Training system supports the following sources:

File: Upload TXT or PDF files
URL: Train AI using website content
Ticket: Train AI using support ticket data
BetterDocs: Import BetterDocs documentation

Expiry System

Each training item can optionally have an expiry period.

Supported expiry durations:

Days
Months
Years

Default behavior:

Training items never expire unless configured.

When the expiry date is reached:

The training data is automatically deleted from:
- The AI provider
- The database

This helps maintain clean and up-to-date AI datasets.

Add New AI Training Item

Navigate to:

Support → Settings → AI Assistant → AI Training
Click the Add New button at the top of the page.
Choose the type of training source:
- File Upload
- URL
- Other supported integrations
Depending on the selected source:
- Upload PDF/TXT files
- Enter a URL
- Select an integrated content source
Select a category for the training item.
- Customer Support Tickets
- Technical Documentation
- Product Information
- Business Documents
Choose whether the training item should expire.
- Never expires
- Expire after days/months/years
After saving:
- Status is initially set to New
- The indexing process starts automatically by scheduled cron event

Training Status Types

New: The training item has been added and is waiting for processing or indexing.
Processing: The training item started to upload to selected provider.
Indexed: The training data has been successfully uploaded and indexed into the RAG system.
Failed: The training process failed or error occurred while uploading to AI provider.
Deleted: The training process failed will be deleted by cron event.

Bulk Actions

Bulk actions allow administrators to manage multiple training items at once.

Bulk Delete: Delete multiple AI training items in a single action.

Search and Category Filter

The AI Training page includes:

Search functionality
Category filtering dropdown

These tools help quickly locate training items.

Notes / Tips

Organize training data using categories for better management.
Use meaningful category names for easier filtering.
Expiry settings help automatically clean outdated AI training data.
Large datasets may take time to process and index.
Failed training items are automatically cleaned up by the system.
Review training status regularly to ensure successful indexing.
Deleting a training item permanently removes it from the RAG system and database.

Training Categories

Nikhil Gawali — Mon, 25 May 2026 10:00:23 +0000

Overview

The Training Categories feature helps organize AI training data into meaningful groups. Categories make it easier to manage, filter, and identify different types of training content used by the AI Assistant.

Administrators can create custom categories based on their business needs such as Support Tickets, Technical Documentation, Product Information, URLs, Educational content or any other training source.

Where to Find

Support → Settings → AI Assistant → Training categories

How It Works

The Training Categories system allows administrators to:

Create custom categories for AI training data
Organize different types of training sources
Assign categories to training items
Edit existing categories
Delete unused categories
Manage training data in a structured way

Each category acts as a container for related AI training items.

For example:

Support-related conversations can be assigned to Customer Support Tickets
Documentation content can be assigned to Technical Documentation
Website links can be assigned to URLs

This improves training data organization and makes category-based management easier.

Step-by-Step Guide

Navigate to:
Support → Settings → AI Assistant → Training Categories
Click the Add new button.
Enter the category name.
Save the category.
The new category will appear in the categories table.

Notes / Tips

Categories can be created based on any business requirement.
Multiple training items can be assigned to the same category.
Unused categories can be edited or deleted anytime. While deleting if category is assigned to any training then category must be replace with another category before deleting.
Proper category organization helps maintain cleaner AI training datasets.

Auto Draft Responses

Nikhil Gawali — Fri, 29 May 2026 12:22:31 +0000

Overview

The Auto Draft Reply (AI) feature automatically generates a suggested reply for support agents using AI.

It helps agents respond faster by generating:

Context-aware responses
Professional and well-structured replies
Grammatically correct content
Relevant answers based on knowledge base and past tickets

This helps reduce response time while maintaining reply quality and consistency.

Where to Find

Dashboard → Support → Ticket List → Open any Ticket → Auto Draft (AI)

Auto Draft Generation

The AI automatically creates a suggested reply based on:

Current ticket conversation
Customer message history
AI training data (RAG)
Knowledge base or documentation content

The generated reply is inserted directly into the reply editor for review.

Generated Reply Features

Professional Tone

The AI generates responses that are:

Professional
Clear and easy to understand
Customer-friendly

Context Awareness

The AI attempts to understand:

Customer issues
Previous conversation messages
Ticket-related context

Editable Draft

Agents can fully modify the generated response before sending it.

Use this when:

You want to save reply time
You need a quick response suggestion
You want consistent support communication

How It Works

When clicking Auto Draft action in individual ticket, an agent can automatically generate a draft reply based on the ticket conversation and available training data.

The AI will:

Analyze the ticket conversation
Understand customer queries and context
Generate a relevant and professional response form RAG
Create a ready-to-review draft reply

The generated draft appears in popup, where agents can review, modify, or append or replace it into reply.

Note: Only agents who have permission to reply to tickets can use this feature.

Step-by-Step Guide

Go to Dashboard → Support → Ticket List
Open any support ticket
Click on Auto Draft in the reply editor
Wait while AI generates the draft response
Review the generated reply
Edit the response if needed
Send the reply to the customer

Feature Interface

Options Available

Append

Adds the AI-generated draft reply below your existing message.

Use this when:

You want to compare both versions
You want to keep your original content and add AI suggestions
You want to manually combine both responses

Replace

Replaces your current message with the AI-generated draft reply.

Use this when:

You are satisfied with the AI-generated response
You want a clean and professional final reply
You want to quickly respond without manual editing

Notes / Tips

Always review the AI-generated reply before sending
Edit the draft if additional information is required
Works best when ticket conversations contain clear context
AI responses improve when proper RAG training data is available
Large ticket conversations may take slightly longer to process
Make sure AI settings (API key, provider, and training setup) are properly configured
AI-generated drafts should be reviewed for accuracy before sending to customers

General Settings

Nikhil Gawali — Wed, 18 Mar 2026 11:07:44 +0000

Overview

The General settings allow you to configure how the AI Assistant connects to external AI services and controls how responses are generated.
These settings are required to enable AI features such as ticket summaries, polish replies, and more.

You can also define custom prompts (additional instructions) to control how the AI writes, summarizes, and generates replies.

Where to Find

Support → Settings → AI Assistant → General

How It Works

The AI Assistant connects to an external AI provider (such as OpenAI or Google Gemini) using an API key.

Once configured:

The selected provider handles AI requests
The system controls response length using Max Tokens
Logs are stored and automatically deleted based on your settings

Step-by-Step Guide

Go to Dashboard → Support → Settings → AI Assistant
Open the General tab
Select your preferred AI Service Provider
Enter the API Key
Set the Max Tokens
Add Custom Prompts (optional)
Configure Auto Delete AI Logs
Click on Save Changes

Options / Settings

AI Service Provider

Choose which AI service will be used to generate responses.

Available options:

OpenAI
Google Gemini

API Key

Enter the API key for the selected provider.

Required for authentication
AI features will not work without it

Max Tokens

Defines the maximum length of AI-generated responses.

Higher value → Longer responses
Lower value → Short responses

Note: Higher values may increase API cost.

Auto Delete AI Logs

Automatically deletes AI logs after a selected time period.

You can set the duration in:

Days
Months
Years

Polish (AI) Custom Prompt (Additional instructions)

This setting allows you to define a custom instruction that the AI will follow while generating or improving responses.

The custom prompt is especially useful for:

Maintaining a consistent tone (e.g., professional, friendly)
Adding company-specific instructions
Controlling how replies should be written

When using features like Polish Reply (AI), the AI will consider this prompt along with the ticket content.

Summary Custom Prompt (Additional Instructions)

This setting allows you to control how ticket summaries are generated.

Useful for:

Defining summary format (bullet points or paragraph)

Controlling level of detail

Focusing on key information only

The AI will use this prompt when generating ticket summaries.

Auto Draft Custom Prompt (Additional Instructions)

This setting allows you to guide how automatic replies (Auto Draft) are generated.

Useful for:

Maintaining company tone and communication style

Ensuring polite and structured replies

Adding standard phrases or instructions

The AI will follow this prompt when generating draft replies.

Notes / Tips

Make sure the API key matches the selected provider
If AI is not working, check API key and provider selection
Keep Max Tokens balanced for cost and quality
Enable auto-delete logs to manage database size

Betterdocs AI Integration

Nikhil Gawali — Mon, 25 May 2026 10:03:32 +0000

Overview
The BetterDocs Training feature allows the AI Assistant to use your BetterDocs knowledge base articles as training data using RAG (Retrieval-Augmented Generation).

This helps the AI provide more accurate and knowledge-based responses using your documentation.

You can use BetterDocs, Tickets, or both together to train the AI Assistant.

Where to Find
Dashboard → Support → Settings → AI Assistant → BetterDocs

How It Works
The system syncs BetterDocs articles and uses them as a knowledge source for AI responses.

Once configured:

BetterDocs articles are used as training data
Admin must manually sync articles
The AI uses this data along with ticket training (if enabled)
Helps generate more accurate and documentation-based responses

Step-by-Step Guide

Go to Dashboard → Support → Settings → AI Assistant
Open the BetterDocs tab
Enable BetterDocs Integration
Click on Submit
Scroll to Data Synchronization & Actions
Choose a sync option (Re-Sync, Sync Missing, or Delete Data)

Options / Settings

BetterDocs Integration Status

Enable or disable BetterDocs training.

Enabled → BetterDocs articles will be used for AI training
Disabled → BetterDocs data will not be used

Data Synchronization & Actions

Re-Sync BetterDocs Posts

Deletes all previously synced BetterDocs data and syncs all articles again for AI training.

Use this when:

You update or restructure documentation
You want to refresh all training data

Sync Missing BetterDocs Posts

Syncs only BetterDocs articles that were not previously synced.

Use this when:

New docs are added
You want faster sync without reprocessing old data

Delete All BetterDocs Training Data

Deletes all previously synced BetterDocs training data.

Use this when:

You want to reset documentation training
You no longer want to use BetterDocs data

How It Works with Ticket Training

You can use both training sources together:

Tickets → Real customer conversations
BetterDocs → Structured knowledge base

Combining both helps AI:
Provide accurate answers
Use real-world context + official documentation

Where to View Training Data

You can view the synced training data at:
Dashboard → Support → AI Training

Notes / Tips

Enable BetterDocs only if the plugin is installed and configured
Run sync after enabling the integration
Use Re-Sync after major documentation updates
Use Sync Missing for regular updates
Combine BetterDocs and Ticket Training for best AI results

Ticket Training

Nikhil Gawali — Mon, 25 May 2026 10:02:03 +0000

Overview
The Ticket Training feature allows the AI Assistant to learn from your existing tickets using RAG (Retrieval-Augmented Generation).

Admins can select which tickets should be used for training based on their status and then sync them with the AI system.

During this process, all sensitive information (PII) is automatically removed to ensure data privacy.

Where to Find
Dashboard → Support → Settings → AI Assistant → Ticket Training

How It Works
The system uses selected tickets to improve AI-generated responses.

Once configured:

Only tickets with selected statuses are included in training
Admin must manually sync tickets to apply training
All synced data is cleaned to remove personal or sensitive information (PII)
The trained data is stored and used by AI to provide better responses

Step-by-Step Guide

Go to Dashboard → Support → Settings → AI Assistant
Open the Ticket Training tab
Enable Ticket Training
Select allowed ticket statuses for training
Click on Submit
Scroll to Data Synchronization & Actions
Choose a sync option (Re-Sync, Sync Missing, or Delete Data)

Options / Settings

Ticket Training Status

Enable or disable the ticket training feature.

Enabled → AI can use ticket data for training
Disabled → No ticket data will be used

Allowed Statuses for Ticket Training

Select which ticket statuses should be included in training.

Only tickets with selected statuses will be used
Helps control the quality of training data

Data Synchronization & Actions

Re-Sync All Tickets

Deletes all previously synced ticket data and syncs all tickets again for AI training.

Use this when:
You change training settings
You want to refresh all training data

Sync Missing Tickets

Syncs only tickets that were not previously synced for AI training.

Use this when:
New tickets are added

Delete All Ticket Training Data

Deletes all previously synced ticket training data.

Use this when:
You want to reset training completely
You no longer want to use existing training data

Where to View Training Data

You can view the synced ticket training data at:
Dashboard → Support → AI Training

Notes / Tips

Make sure to select only relevant ticket statuses for better AI results
Use Re-Sync if data seems outdated or incorrect
Use Sync Missing for regular updates
All personal and sensitive data (PII) is automatically removed during training

Ticket Summary

Nikhil Gawali — Wed, 18 Mar 2026 11:09:36 +0000

Overview

The Ticket Summary feature uses AI to automatically generate a quick summary of the conversation within a ticket.

It helps agents quickly understand the issue, previous responses, and overall context without reading the entire thread.

Where to Find

Dashboard → Support → Ticket List → Open any Ticket

How It Works

The AI Assistant analyzes the full ticket conversation, including customer messages and agent replies.

It then generates:

Key discussion points
Important updates or responses
Overall customer sentiment

This summary is displayed inside the ticket for quick reference.

Note: Only agents who have permission to read tickets can use this feature.

Step-by-Step Guide

Go to Dashboard → Support → Ticket List
Open any ticket
Scroll down to the reply section
Go to the AI Overview section
Click Generate button to create a ticket summary

What Information is Included

The AI-generated summary may include:

Main customer query or issue
Important agent responses
Key actions or clarifications
Overall customer sentiment (e.g., Unhappy, Neutral, Happy)

Notes / Tips

This feature saves time by avoiding manual reading of long conversations
The summary is automatically generated based on ticket content
If the ticket is updated, the summary may also change
Ensure AI settings (API key, provider) are properly configured for this feature to work

Polish Reply

Nikhil Gawali — Wed, 18 Mar 2026 11:10:19 +0000

Overview

The Polish Reply (AI) feature helps agents improve and refine their response before sending it to the customer.

It uses AI to enhance the message by making it:

More professional
Clear and well-structured
Grammatically correct

This helps agents send high-quality replies with minimal effort.

Where to Find

Dashboard → Support → Ticket List → Open any Ticket → Reply Editor → Polish (AI)

How It Works

Agents can write a reply as usual in the ticket editor and then use the Polish (AI) option.

The AI will:

Analyze the written message
Improve tone and clarity
Fix grammar and formatting

The improved version is shown in a popup, where agents can choose how to use it.

Note: Only agents who have permission to reply to tickets can use this feature.

Step-by-Step Guide

Go to Dashboard → Support → Ticket List
Open any ticket
Write your reply in the editor
Click on Polish (AI)
Review the improved response in the pop-up
Choose one of the following:
Append → Add the improved text to your existing reply
Replace → Replace your current reply with the improved version

Feature Interface

Options Available

Append

Adds the AI-generated improved text below your existing message.

Use this when:

You want to compare both versions
You want to keep original content and add improvements

Replace

Replaces your current message with the AI-polished version.

Use this when:

You are satisfied with the improved response
You want a clean and professional final reply

Notes / Tips

Always review the AI response before sending
Use Replace for quick improvements
Use Append if you want to compare versions
Works best when your initial message has basic context
Make sure AI settings (API key, provider) are properly configured