Overview
Where do I find AI settings?
Go to Settings → AI to access organization-wide AI configuration. For company-specific settings, navigate to a company's page and click the AI tab.
What's the difference between Organization and Company AI settings?
Level | Scope | Purpose |
Organization | All tickets across your MSP | Default behavior and knowledge for your entire organization |
Company | Tickets for a specific client | Client-specific context and instructions |
Important: Company-level settings supplement (not replace) organization settings. When handling a ticket, the AI uses both your organization settings AND the company-specific settings together.
Custom Instructions
What are Custom Instructions?
Custom Instructions tell the AI agent how to behave. They guide the agent's communication style, decision-making, and priorities when handling tickets.
Where do I set Custom Instructions?
Organization-wide: Settings → AI → Configuration → Custom Instructions
Per-company: Company Page → AI Tab → Company Instructions
What should I include in Custom Instructions?
Good examples of organization-level instructions:
"Always maintain a professional and formal tone in client communications"
"Prioritize security-related tickets over general support requests"
"When in doubt, escalate to a human technician rather than guessing"
"Never share internal documentation or pricing with end users"
"Always verify the user's identity before making account changes"
Good examples of company-level instructions:
"This client prefers casual, friendly communication"
"Always escalate hardware issues immediately—they have an on-site technician"
"Check their Azure environment first for any infrastructure-related issues"
"This is a healthcare client—be extra cautious about HIPAA compliance"
How do Organization and Company instructions work together?
The AI receives both sets of instructions. For example:
Organization instruction: "Be professional in all communications"
Company instruction: "This client prefers casual communication"
The AI will understand that for this specific client, it can be more casual while maintaining professionalism for other clients.
Organization Knowledge
What is Organization Knowledge?
Organization Knowledge provides background context about your MSP that helps the AI understand your environment, tools, and processes.
Where do I set Organization Knowledge?
Settings → AI → Configuration → Organization Knowledge
What should I include in Organization Knowledge?
Examples:
"We use Azure for cloud infrastructure and AWS for backups"
"Our primary ticketing system is ConnectWise PSA"
"Business hours are 9 AM - 5 PM EST, Monday through Friday"
"Critical systems include: ERP (SAP), CRM (Salesforce), Email (Microsoft 365)"
"Our standard SLA is 4-hour response for critical issues, 24-hour for standard"
"We use NinjaRMM for remote monitoring and management"
Company Knowledge
What is Company Knowledge?
Company Knowledge provides client-specific context that helps the AI troubleshoot issues more effectively for that particular customer.
Where do I set Company Knowledge?
Company Page → AI Tab → Company Knowledge
What should I include in Company Knowledge?
Examples:
"They use a hybrid Azure/on-prem Active Directory setup"
"Primary contact is John Smith ([email protected]), IT Director"
"Business hours are 8 AM - 6 PM EST (they start earlier than most clients)"
"They have a legacy ERP system (Oracle 11g) that requires special handling"
"VPN is Cisco AnyConnect, internal DNS is 10.0.0.1"
"They have 150 employees across 3 office locations"
"Shared mailboxes: [email protected], [email protected], [email protected]"
How Settings Combine
Example scenario:
Organization Settings:
Instructions: "Be professional. Escalate security issues immediately."
Knowledge: "We use ConnectWise PSA and NinjaRMM."
Company Settings (Acme Corp):
Instructions: "This client prefers detailed technical explanations."
Knowledge: "They use a hybrid Azure/on-prem setup. Primary contact: Jane Doe."
When the AI handles an Acme Corp ticket, it knows:
Be professional (from org)
Escalate security issues (from org)
Provide detailed technical explanations (from company)
You have ConnectWise and NinjaRMM available (from org)
They use hybrid Azure/on-prem (from company)
Primary contact is Jane Doe (from company)
Toolsets
What are Toolsets?
Toolsets are collections of capabilities the AI agent can use, organized by integration (ConnectWise, NinjaOne, Microsoft 365, etc.).
Where do I configure Toolsets?
Settings → AI → Toolsets
What information does the Toolsets overview show?
Column | Description |
Total | Total number of tools in that integration |
Enabled | How many tools are currently active |
Requires Approval | Tools that always need human approval |
Session Approval | Tools that need approval once per session |
Auto-Approved | Tools that run without approval |
Read/Write/Execute | Tool categories by action type |
How do I configure individual tools?
Click "View tools" next to any integration to see and configure individual tools, including:
Enable/disable the tool
Set approval requirements
View risk level and description
Approval Modes
What are the approval modes for tools?
Mode | Description | Best For |
Always Require | Agent must get approval every time | High-risk actions (running scripts, deleting data) |
Once Per Session | Approve once, then auto-approved for that ticket | Medium-risk actions (updating ticket status) |
Never Require | Runs automatically without approval | Low-risk read-only actions (viewing ticket details) |
What are tool categories?
Category | Description | Examples |
Read | View-only operations | Get ticket details, list devices, check status |
Write | Create or modify data | Update ticket, add note, change status |
Execute | Run scripts or commands | Execute PowerShell, restart service, run automation |
Best Practices
Tips for effective AI configuration:
Start broad, then refine: Set organization-level defaults first, then add company-specific overrides as needed
Be specific in instructions: "Escalate security issues" is better than "Be careful"
Keep knowledge factual: Include concrete details (IP addresses, software versions, contact names) rather than vague descriptions
Review regularly: Update company knowledge when client environments change
Test with Semi-Auto mode: Use Semi-Auto mode initially to see how the AI interprets your instructions before enabling Full-Auto
Who can modify AI settings?
Users with Admin or Owner roles can modify organization AI settings. Company-level AI settings can also be modified by these roles.