AI Assistant – SupportCandy

How to enable AI Assistant

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

Overview

The AI Assistant is included with the Core SupportCandy Addon. It designed to boost agent efficiency and elevate your customer experience.

Before using AI Assistant features, you must enable the AI Assistant from SupportCandy settings.

Where to Find

Go to Support → Settings → AI Assistant -> AI Assistant

How It Works

The AI Assistant Status controls whether the AI Assistant is enabled in SupportCandy.

When the AI Assistant is enabled, agents can access AI-powered features from the ticket editor, including:

Auto Draft Replies — helps agents create ticket replies.
Instant Ticket Summaries — provides summaries of ticket conversations.
Polished Replies — improves ticket replies based on the configured settings.

To provide AI Assistant with additional knowledge, you can train it using your website content, post types from local and external website, URLs, Files (text or PDF).

Step-by-Step Guide

Go to Support → Settings → AI Assistant→ AI Assistant.
Find the AI Assistant Status setting.
Set AI Assistant Status to Enabled.
Add Custom Prompts (optional).
Configure Auto Delete AI Logs.
Click Save.
To train the AI Assistant with additional knowledge, open the AI training or RAG settings and upload or synchronize the required content.

Options / Settings

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 (for example, professional or friendly).
Adding company-specific instructions.
Controlling how replies should be written.

When using features such as Polish Reply (AI), the AI considers these additional instructions together with the ticket content.

Summary Custom Prompt (Additional Instructions)

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

Useful for:

Defining the summary format (bullet points or paragraph).
Controlling the level of detail.
Focusing on key information only.

The AI uses these instructions whenever it generates ticket summaries.

Auto Draft Custom Prompt (Additional Instructions)

This setting allows you to guide how automatic draft replies are generated.

Useful for:

Maintaining your company’s tone and communication style.
Ensuring polite and well-structured replies.
Adding standard phrases or additional instructions.

The AI follows these instructions whenever it generates automatic draft replies.

Auto Delete AI Logs

Automatically deletes AI logs after a selected time period.

You can set the duration in:

Days
Months
Years

Example

For example, if AI Assistant Status is set to Enabled, website visitors can use AI Assistant features on your website and resolve their issue without creating a support ticket.

Notes / Tips

The AI Assistant Status must be Enabled before using AI Assistant features.
Click Save after changing the AI Assistant status.
Use relevant and accurate content when training the AI Assistant.
Keep your training or RAG content updated so the AI Assistant can provide relevant answers.
AI Assistant features are available within the ticket editor after the feature is enabled.
Enable automatic log deletion to help manage your database size.

General Settings

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

Overview

The Connection settings allow you to configure how the AI Assistant connects to external AI services and how AI responses are generated.

These settings are used to configure the AI service provider, API authentication, and response length.

Where to Find

Go to: Support → Settings → AI Assistant → Connection

How It Works

The AI Assistant connects to an external AI provider using an API key.

You can select an AI service provider. The connection settings support the following AI service providers:

OpenAI
Google Gemini

Step-by-Step Guide

Go to Dashboard → Support → Settings → AI Assistant.
Open the Connection tab.
Select your preferred AI Service Provider.
Enter the API Key for the selected provider.
Set the Max Tokens value.
Click Save Changes.

Options / Settings

AI Service Provider

The AI Service Provider setting allows you to select which external AI service generates AI responses.

Available options:

OpenAI
Google Gemini

API Key

The API Key setting is used to authenticate the selected AI service provider.

Enter a valid API key for the selected provider.

The API key must match the selected AI Service Provider.

Max Tokens

The Max Tokens setting defines the maximum length of AI-generated responses.

A higher value allows longer responses.
A lower value allows shorter responses.
A higher Max Tokens value may increase API costs.

Notes / Tips

Make sure the API key matches the selected AI provider.
If AI is not working, check the connection whether it is connected or not and verify the API key and the selected provider.
Choose a balanced Max Tokens value to maintain response quality while controlling API costs.

AI Training

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

Overview

The Websites and File Uploads section manages training data used by the Retrieval-Augmented Generation (RAG) system.

Administrators can add training data from published WordPress post types, files, and URLs. Each training item is processed and indexed so the AI Assistant can retrieve the content when generating responses.

Administrators can :

Add new training items.
Upload PDF and TXT files.
Train the AI using website URLs.
Import published post types from local or external WordPress websites.
Monitor training and indexing status.
Delete training data from the AI provider and database.

Where to Find

For WordPress post types: Support → Settings → AI Assistant → Websites

For files and URLs: Support → Settings → AI Assistant → File Uploads

How It Works

When a new training item is added, it is placed in a processing queue.

The system processes training items one by one using a cron event. The training data is uploaded to the selected AI provider and indexed into the RAG system.

Training data can come from:

Published WordPress post types from local websites.
Published WordPress post types from external websites.
PDF files.
TXT files.
Website URLs.

After successful processing, the training status changes to Indexed.

For files and URLs, processed training items can be viewed in the File Uploads section.

If processing fails, the status changes to Failed. The system retries the failed training item once. If the retry fails, the system automatically removes the failed training data.

Step-by-Step Guide

Add WordPress Website Training Data

Go to Support → Settings → AI Assistant → Websites.
Click Add New at the top of the page.
Enter a name for the website.
Enter the WordPress API endpoint using the WordPress website URL.
For example, enter https://example.com
Click Save.
Edit screen wis opens with prefilled Name and WordPress API endpoint.
Click on Get Post Types to get the available post types in website.
Select the published post type that you want to upload.
The system uploads all posts from the selected post type.
Monitor the Total Uploaded Records, Total Indexed Records, and Total Records in Queue.

Sync WordPress Posts

You can sync or resync posts when posts are added, updated, or deleted on the website.

When a post is updated, only the updated post is synced to the RAG system.
When a post is added, only the new post is added to the RAG system.
When a post is deleted, only the deleted post is removed from the RAG system.

The Delete All Posts action removes all posts related to the selected post type.

Add File or URL Training Data

Go to Support → Settings → AI Assistant → File Uploads.
Click Add New at the top of the page.
Select the required training source.
Choose PDF/Text File or URL.
Upload one or more PDF or TXT files, or enter one or more URLs.
Each uploaded PDF or TXT file can have a maximum size of 10 MB.
Click Submit to start uploading the training data to the RAG system.

Supported Training Sources

The AI Training system supports the following training sources:

Published WordPress Post Types:
- The system can import published post types from local and external WordPress websites.
- You can select a post type and upload all published posts belonging to that post type.
Files
- The system supports the following file types:
  - PDF
  - TXT
- Each uploaded file can have a maximum size of 10 MB.
URLs
- You can add website URLs to train the AI using the content available at those URLs.

For WordPress websites, published post types can also be imported using the website’s WordPress API endpoint.

Training Status Types

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

Bulk Actions

Bulk actions allow administrators to manage multiple AI training items at the same time.

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

Notes / Tips

Large datasets may take time to process and index.
Training items are processed one at a time.
Failed training items are retried once automatically.
Failed training items are automatically removed if the retry also fails.
Review the training status regularly to verify successful indexing.
Deleting a training item permanently removes its training data from the RAG system and database.

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 generates 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

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

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