Note: You need the Manage AI Features permission.
This guide walks you through turning HappyFox AI features on or off, choosing the ticket categories AI works on, setting up AI Urgency, choosing which agents can use HappyFox AI, and checking your plan.
Open the HappyFox AI settings
Select the HappyFox AI icon in the left navigation bar. The HAPPYFOX AI - SETTINGS page opens. Its menu on the left has three pages: Features, Manage Access, and Plan Details.
Turn a feature on or off
- Select Features in the menu on the left.
- Find the feature's card. Each card has a switch at its top-right corner.
- Use the switch to turn the feature on or off. A green switch means the feature is on.
The change is saved as soon as you use the switch. A message confirms it, for example "AI Solution Agent configuration updated successfully."
There is one card for each feature: AI Agent Copilot, AI Answer, AI Knowledge, AI Suggested Resolution, and AI Urgency. For what each feature does, see Overview of HappyFox AI.
The AI Suggested Resolution and AI Urgency cards also have a Configure button. It is only shown while the feature's switch is on.
Configure AI Suggested Resolution
- On the Features page, find the AI Suggested Resolution card and select Configure at its bottom-right corner.
- A panel titled Configure AI Suggested Resolution slides in from the right side of the page.
- Use the Select ticket categories for AI analysis and resolution suggestions drop-down to choose the ticket categories. This field is required. After you choose, the drop-down shows how many categories are selected, for example "53 Categories selected".
- Select Save at the bottom of the panel. Select Cancel to close the panel without saving.
AI Suggested Resolution automatically prepares suggestions only for tickets in the categories you select. Tickets in other categories aren't picked up automatically. Agents can still ask for a suggestion on any ticket themselves. See Working with AI Queues: Suggested Resolutions and Time-Sensitive Tickets.
Configure AI Urgency
- On the Features page, find the AI Urgency card and select Configure at its bottom-right corner.
- A panel titled Configure AI Urgency slides in from the right side of the page.
- Fill in these fields:
- Select ticket categories for AI to identify time-sensitive tickets — choose the categories AI checks for urgency. Required.
- Guidance — describe what makes a ticket urgent in your company. AI uses this text to decide whether a ticket is urgent. Required.
- Company Info — describe your company, its products, and its main support needs, so AI can judge urgency better. Optional.
- Select Save at the bottom of the panel. Select Cancel to close the panel without saving.
After you save, tickets that AI flags appear in the AI QUEUES on the Tickets page.
Choose who can use HappyFox AI
- Select Manage Access in the menu on the left.
- To give access to everyone in a role, use the Select Agents by Role field and choose the roles. All agents in a selected role are added.
- To give access to individual agents, use the Select Agents field and choose the agents. Each selected agent appears with an × next to the name. Select the × to remove that agent.
- Select Save to keep your changes, or Reset to undo them.
Agents you add on this page can see and use the HappyFox AI features. Agents who are invited later with one of the roles you selected on this page are added to HappyFox AI automatically.
Check your plan
- Select Plan Details in the menu on the left.
- The page shows three details: No. of Licensed Agents, Current Plan, and Plan Status.
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