Configuring AI Integration

iSupport integrates with OpenAI (or an OpenAI-compatible model publicly hosted or downloaded and set up on a local server) for generating an incident summary based on customer and incident information. You can also create AI Editor prompts that can be accessed via the text editor toolbar on RadEditor fields (such as Incident Description and Resolution) for actions such as fixing grammar, formalizing, elaborating, or shortening text, and more. If enabled, a rep can enter their own custom prompt in the AI Editor dialog.

To set up iSupport’s AI integration:

Go to https://platform.openai.com and create a project and the API key for it, or
Download an OpenAI-compatible model and set it up on your server

The icon for iSupport’s AI functionality will depend the type of AI provider: for OpenAI or for OpenAI API-compatible.

Use the Options and Tools | Integrate | AI Integration screen to configure the integration.

API Provider	Select OpenAI if you created a project and API key via https://platform.openai.com; select OpenAI API Compatible if you downloaded an OpenAI-compatible model and set it up on your server.
API Key	Enter the key for your OpenAI or OpenAI-compatible model project.
Endpoint	If OpenAI API Compatible is selected in the API Provider field, enter the endpoint for your project.
Model	Enter the model for your OpenAI or OpenAI-compatible model project.
Enable AI Editor Custom Prompt	Select Yes to display the Custom Prompt option in the list of prompts in the dialog that appears when the AI Editor icon is selected via the text editor toolbar. This enables the rep to enter their own prompt.
Enable Customer AI Prompt	Select Yes to display the AI Summary option on the Customer menu in the Customer Profile screen.
Enable Incident AI Summary	Select Yes to display the AI Summary option on the Incident menu in the Incident screen.
Enable Correspondence Incident AI Summary	Select Yes to display the Incident Summary AI option on the Correspondence menu in the Correspondence screen accessed via the Incident screen.

Use the AI Editor Prompts tab to create, copy, edit, and delete prompts on the list that appears when the AI icon ( or ) is selected on the text editor toolbar on fields throughout iSupport.

Use the Customer, Incident, and Correspondence Incident AI Summary tabs to customize the system prompt sent to the AI engine for the applicable screen.