AI Support Assistant is a WHMCS addon module that helps support operators work on tickets with an external AI model. It produces suggested replies, triage summaries and knowledge base drafts that an operator reviews before use.
What it does
- Generates a suggested reply for the open ticket on demand.
- Produces a triage analysis of a ticket conversation.
- Enhances text an operator has written, including shortening, expanding, tone adjustments and translation.
- Drafts a knowledge base article from a ticket for operator review.
- Detects ticket language and can restrict the languages it works in.
- Offers an optional autopilot that posts replies after a configurable delay, limited to selected departments and reply counts.
Providers and models
The module works with OpenAI, Anthropic, or an OpenAI compatible API endpoint that you configure through a custom API URL and model name. The operator sets the active provider, model, optional custom endpoint and model, response delay and autopilot controls, which context sources are included, and an optional custom greeting and signature.
Data sent to the selected AI provider
Whatever context the module assembles for a generation is sent to the external provider you selected. Depending on your settings, that context can include:
- The active ticket and its replies.
- Populated support custom fields, which may contain sensitive customer data.
- Knowledge base articles, similar closed tickets and product information, when those sources are enabled.
- Client record details such as services, domains and invoice status, when client context is enabled.
- Private ticket notes, only if you explicitly enable them. They are off by default.
Enable only the context sources you need. Choose a provider, and a contractual and privacy basis for sending ticket data to it, before you use the module with real tickets.
Human review and autopilot
Generated replies and drafts require human review before they are sent or published. If you evaluate the autopilot, test the automatic response policy in a controlled department first and review its output before widening it. You are responsible for replies sent by your installation.
Installation outline
- Install the module files under the documented WHMCS addon module directory.
- Activate the module under Addon Modules in the WHMCS admin area and enter your license key.
- Configure the provider, API credentials and model, then set context inclusion to the minimum you need.
- Test with a non-sensitive ticket before using the module on customer data.
