AI Mode
Select how the system connects to the AI service:
- Hosted Mode – Uses the hTech hosted AI system.
- Bring Your Own Key (BYO) – You provide your own OpenAI API key.
Choose BYO if you want full control over billing and usage limits.
Default Model
Select which AI model the system uses when generating replies. Two dropdowns are available:
- Hosted Model – Used when AI Mode = Hosted.
- BYO Model – Used when AI Mode = Bring Your Own.
Select the highest-quality model available in your plan.
OpenAI API Key (Visible Only in BYO Mode)
If you choose BYO Mode, enter your personal OpenAI API key here.
Allow Self-Reference
Controls whether the assistant may use phrases like “I” or “I can help you.”
- Off – The assistant avoids self-reference.
- On – Allows a natural conversational tone.
Reply As Admin
Choose a WHMCS admin user so all automated replies appear under that name. Note: This must be a valid system user, or it will fail.
Enable Reply Delay
When enabled, replies are scheduled and sent after a delay instead of instantly.
- Off – Replies are posted immediately.
- On – Replies are delayed based on the time you set.
Delay Time (Minutes)
Enter how long the assistant should wait before responding. A cron job is required to process scheduled replies.
Tone Preset
Controls the tone used in replies:
- Friendly
- Professional
- Strict
- Custom
Custom Tone Instructions
If Tone Preset is set to Custom, enter your own writing rules here. This custom tone will override all presets.
Escalation Detection
Automatically identifies sensitive, urgent, or risky tickets and prevents the AI from replying when human review is necessary.
Sentiment-Based Priority
Prioritizes tickets based on customer mood. Negative or urgent messages may receive higher priority.
Threaded Memory
Allows the assistant to remember previous messages in the ticket conversation to produce more accurate follow-up replies.
Auto-Tagging
Automatically extracts keywords from tickets and assigns tags. These tags are used for analytics, routing, and dashboard reporting.
Auto-Routing
Routes tickets to the correct department based on detected tags. Use if you want fully automated classification.
Knowledge Engine
Analyzes incoming tickets to suggest new Knowledgebase articles or improvements to existing ones. Suggestions appear in the module dashboard.
Agent Assist
Provides internal recommendations to staff inside ticket replies. These suggestions are visible only to admins and do not send messages to customers.
Recommended Settings
- Allow Self-Reference: Off
- Tone: Friendly or Professional
- Threaded Memory: On
- Escalation Detection: On
- Auto-Tagging: On
- Knowledge Engine: On
- Agent Assist: On
If you need help configuring the module or want a full setup walkthrough, feel free to open a support ticket.