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Configuring AI

Overview

There There includes built-in AI features powered by large language models. AI is available on plans that include the AI feature. No separate setup is required: when your plan includes AI, the features are ready to use.

What AI can do

Once AI is active on your workspace, you get access to several capabilities:

  • Ask There There: A context-aware AI assistant you can start from the bottom bar on any page. It can search your documentation, look up tickets across the workspace, draft replies, and manage tickets on your behalf.
  • Automatic ticket titles: When a new email comes in, AI generates a short, descriptive title so you can scan your inbox at a glance instead of reading email subject lines.
  • Automatic greetings: AI generates a personalized greeting for each ticket, available as a placeholder in your reply templates.
  • Ticket summaries: Generate a brief summary of long conversations so you can quickly get up to speed on a ticket.
  • Documentation search: The AI assistant can search your brain (crawled documentation, articles, and connected MCP servers) to find relevant answers.
  • AI in workflows: Use the "Run AI prompt" workflow action to let AI process tickets automatically when they arrive.

AI settings

You can customize how AI behaves from your workspace settings.

Prompts

There There ships with built-in prompts for each of its AI behaviors. You can append your own instructions to any of them to match your support style, or leave them at their defaults. The page has six fields:

  • Ticket titles: How short titles are generated for incoming tickets.
  • Greetings: How the personalized ticket greeting is written.
  • Ticket summaries: How ticket conversations are summarized.
  • AI chat assistant: Extra instructions for both the internal Ask There There agent and the public support bubble.
  • Weekly recaps: Guidance for the weekly per-channel recap emails.
  • Monthly recaps: Guidance for the monthly recap emails.

Leave a field empty to use the built-in default. For more detail on writing effective prompts, see Custom Prompts.

Skills

Skills are reusable prompts shown as one-click buttons inside the Ask There There chat. Each skill has a name (what the button says) and a prompt (what gets sent to the AI). This lets you create actions like "Summarize this ticket" or "Draft a reply based on our documentation." Manage them in Settings > Workspace > Skills, and see AI Chat for more on how they work.