Overview
The hTech AI Ticket Assistant allows you to choose how the AI behaves for each support department in WHMCS. Each department can run in its own mode, giving you full control over when and how the AI responds. This guide explains all available AI modes and how to choose the right one for your workflow.
Where to Find Department Settings
To configure a department:
- Log into your WHMCS admin area.
- Go to Addons.
- Select "hTech AI Ticket Assistant".
- Open the "Departments" tab.
Choose a WHMCS department from the dropdown list to edit its AI behavior.
AI Mode: Off
This disables AI functionality for the selected department. In this mode:
- The assistant does not analyze tickets.
- No replies are generated.
- No suggestions or logs are created.
Use this mode if you want the department to remain fully manual or if the department is rarely used.
AI Mode: Suggest
In Suggest mode, the assistant prepares a reply but does not post it publicly. Instead:
- The AI-written message appears as an admin note or internal suggestion.
- Your staff can review, edit, and approve the reply.
- No automated messages are ever sent to customers.
This mode is ideal if you want AI assistance without giving the system full control.
AI Mode: Auto Reply
In Auto Reply mode, the assistant sends replies directly to customers without requiring human approval. The AI will:
- Analyze the customer message.
- Generate a full response.
- Post the reply using the configured admin identity.
This mode works best for departments with predictable or common questions, such as:
- General Support
- Pre-sales Questions
- Basic Account Requests
If escalation or risk is detected, the system avoids replying automatically to prevent errors.
Knowledgebase and SOP Options
Each department includes additional settings that influence how the AI responds.
Use Knowledgebase
When enabled, the assistant uses your WHMCS Knowledgebase to write more accurate answers.
Use SOPs
When enabled, the assistant follows your uploaded Standard Operating Procedures (SOPs) to ensure consistent support responses.
Max AI Calls Per Ticket
This setting controls how many times the AI is allowed to respond to a single ticket in this department. This prevents loops or unintentional overuse.
Examples:
- 5 replies per ticket – recommended default
- 1 reply – good for strict automation flow
Signoff Settings
Departments include a signoff feature that adds a custom closing message to every AI-generated reply.
Options include:
- Enable or disable signoff for this department
- Enter the custom signoff text, such as "Thanks, Support Team"
Choosing the Right Mode
Here are some common setups:
Sales Department
- Mode: Auto Reply
- Use KB: Yes
- Use SOPs: Yes
Support Department
- Mode: Suggest
- Use KB: Yes
- Use SOPs: Yes
Billing Department
- Mode: Suggest or Off
- Use SOPs: Yes (recommended)
Summary
The Department AI Modes allow full customization of how AI interacts with each area of your business. Use Auto Reply for predictable workflows, Suggest mode for assisted support, and Off for departments that should remain fully manual.
If you need help choosing the best configuration, feel free to open a support ticket.