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ChaosDesk Support

Set up the AI agent

Updated Nov 6, 2026

Available on: Starter, Growth, Pro, Enterprise. This feature is in beta: it is still being built and may change.

The AI agent answers customers from your help centre articles and procedures, can run lookups in your systems, and hands the conversation to a person with a summary when it can't help.

Open Admin Center, Integrations, AI & translation and choose the AI agent tab.

Setup

  1. Channels: pick where it answers new customer messages: Web messenger, Email and WhatsApp. For email, choose On new email tickets: Do nothing, Suggest help-centre articles (no AI writing) or Answer like in chat.
  2. Name and tone: how the agent introduces itself and sounds, for example "Friendly and brief. No emojis."
  3. Banned topics: subjects it hands over instead of discussing, such as legal advice.
  4. Hand-off to people: the Hand-off group (or keep the ticket's group), intents that always go to people, whether to hand over when the customer is very upset, and how many AI replies before hand-off.
  5. Billing and limits: a Monthly resolution cap, and after how many hours without a reply a conversation counts as resolved.
  6. Switch it on: Answering customers.

Tickets a person has replied to are never answered by AI. Every AI message carries the AI label; it cannot be switched off.

When it hands over

Besides your settings, it hands over when a customer asks for a person, when the sources don't answer the question, when an action fails, or when the safety layer blocks an answer. It writes an internal note with a summary and the next step.

Try it first

The Playground lets you chat as a customer in test mode: nothing is sent or billed. Select a reply to see why the agent did it: the routing decision, intent, sentiment, sources and checks.

Measure it

Analytics shows conversations, the automated resolution rate, the hand-off rate and reasons, CSAT for AI-resolved tickets, and resolutions billed.

Cost

Each automated resolution (a ticket solved without a person) is billed. See How AI agent resolutions are billed.

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