The AI Assistant

Summaries, draft replies and answers from your own records, with a person checking every suggestion.

Needs: AI module and an Anthropic (Claude) API key

The AI Assistant is off until an administrator adds a key. Nothing it suggests is sent or saved without a person choosing to.

Turn it on

An administrator adds the organisation's key in Settings → AI assist, sets how long chats are kept (90 days by default; 0 keeps them until deleted) and the monthly limit. Anyone can also add their own key under My profile, for themselves only or for everyone in the organisation. Keys are stored encrypted, and saving, sharing and removing a key is recorded in the activity log.

Use it on a record

• Ticket summary and draft reply on a ticket.
• Client brief on a company.

Each is saved as a chat, so you can follow up with "make it shorter" or "add the next steps".

Chat

AI Assistant works like a chat: your chats on the left (Today, Yesterday, the last 7 and 30 days, older, searchable), the conversation in the middle. Enter sends; Shift+Enter starts a new line. Rename or delete a chat from its ⋯ menu.

It can look things up in your records (clients, tickets and counts such as open tickets by priority, renewals due or overdue invoices) using only what you yourself can open. It can attach a file to its answer: a CSV spreadsheet or a Markdown document, up to three per answer, which only you can download. You can also attach a PDF, image or text file to a question.

Privacy and limits

Each chat is private to the person who had it; administrators can't read others' chats. Every request counts against the monthly limit. Links in answers are clickable only when they point to your own CRM-NG.