The settings and features in this section are designed for the AI Assistant used in support request channels.

The channels specified for support requests cover requests received via e-mail.

Adjustments made here determine how your AI Assistant will respond to e-mail-based support requests and handle related actions.

When you open the Support Request AI Assistant page, you first need to activate this feature.

Once enabled, you can individually turn on or off the options that best suit your needs.

By adjusting each feature according to your preferences, you can define how your AI Assistant will behave for e-mail-based support requests.

When the feature is activated, a field appears at the bottom.

In this field, you can write instructions for your AI Assistant.

Based on these instructions, the AI Assistant will respond appropriately to support requests and carry out the necessary actions.

When the Support AI Assistant receives positive feedback at the end of a support request or when the “AI Assisted” button is clicked, it will operate according to the settings in this section.

• If you enable “Add Closing Tag”, the AI Assistant will attach a relevant closing tag to the support request.

• If you enable “Add Closing Note”, the AI Assistant will add a note at the end summarizing the topic and the solution provided.

This allows you to quickly see what was discussed and how the issue was resolved if the support request is reopened.

In the Action section, users cannot make changes — the AI Assistant automatically closes the support request.

When the Support AI Assistant receives negative feedback at the end of a support request or when the “AI Did Not Help” button is clicked, it will act according to the settings in this section.

In the Action area, select the target for routing the support request:

• Assign to Agent → The support request is forwarded to a specific agent.

• Assign to Team → The support request is directed to the selected team members.

For example, if you choose Assign to Agent, you can then specify which agent should receive the request.

This allows you to control who the support request is routed to in case of negative feedback.

The same logic applies to Assign to Team; the request will be sent to the selected team members.

In the “Automatically Close Abandoned Conversation” option, you can set how long the AI will wait before closing a support request if no response is received from the customer.

This ensures that unattended support requests are automatically closed, helping maintain a more organized support management system..

💡 When setting the automatic closure time for abandoned conversations:

• Minimum time: 1 minute

• Maximum time: 3 days

You can choose any duration within this range to ensure the support request is automatically closed if the customer does not respond.

In this section, you can also configure which channels the AI Assistant will respond to.

For example, if you want the AI Assistant to respond to requests from certain e-mail addresses, you can select the corresponding channels here.

💡 For instance, the “Furkan” channel in the list represents the e-mail channel.

This way, you can easily see which platform each channel belongs to and select the channels the AI will respond to correctly.