Set up the Chatbot
  • 18 Sep 2023
  • 3 Minutes to read
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Set up the Chatbot

  • Dark
  • PDF

Article Summary

The SysAid Chatbot feature is currently in Alpha

The Chatbot utilizes organizational data combined with Large Language Models (LLMs) to generate intelligent, solution-oriented responses to user queries in chat threads. These automated responses save the time that Admins would otherwise need to spend crafting articulate, relevant answers to user inquiries.

End users can trigger the Chatbot from both the Self-Service Portal (via the Service Catalog Tile) and the Email Integration.

  • The “Enable AI” checkbox is only clickable if the SysAid account has a valid license. 
  • If the checkbox is unchecked, generative AI features won’t be accessible
  • The Email Integration for the Chatbot will be available in the Beta release

This document provides a brief overview of how SysAdmins can: 

Configure the Chatbot Service Catalog Tile

Self-Service Portal > Service Catalog Items > SysAI Chatbot



Access to the Chatbot will appear as a Service Catalog Item. 

You can customize this Service Catalog Item on the page shown above and customize:

  • Enabled/Disabled 
  • Description
  • Icon
  • Visibility
    • Specify which User Groups to include or exclude
    • Specify with companies to include or exclude
    • Specify whether guest users can access the Chatbot 

To customize the Chatbot Service Catalog Item, go to 

Service Desk > General Settings > Self-Service Portal > Service Catalog Items >  Chatbot

Customize the Chatbot

You can customize your Chatbot in the Manage section so that its ‘look and feel’ is aligned with your organization’s brand and tone of voice. 

To access these settings, click the [show icon] in the Chatbot’s left panel. 

This is where you customize your Chatbot’s configurations, entering values for the following (editable) fields:

  • Organization Details
    • Chatbot Name: Appears in the Chatbot interface, SSP Header button, and Service Catalog Item
    • Organization Name: Displayed in various parts of the chatbot interface to help identify your organization

  • Assistant Name: Specifies the role of the assistant, such as 'Support Agent', 'Virtual Assistant', etc.;  used to personalize the Chatbot’s responses

  • Chatbot User Role: Defines the role of the user, such as 'employee', 'customer', etc.

  • Time range of used SR data: The time frame of data analyzed from Service Records and referenced by the Chatbot

  • Chat System Message (Prompt): Allows you to modify the Assistant’s ‘personality’ and provide specific instructions about its behavior throughout the conversation 

  • Automatic Messages
    • Welcome Message (triggered when the Chatbot window first opens)
    • Starter Message (triggered after the end user clicks the [show button] button
    • Error Message
Chatbot Tips
  • Defining the user’s role allows you to specify whether the user is an employee or a customer, so that the automated dialogue is most natural to the use case
  • Let your personal AI assistant and its ‘Chatbot name’ reflect your brand voice and the value proposition of your product or service
  • Editing the Chat System Message means you can modify the AI assistant’s personality and provide guidelines for its behaviors/responses
  • If you make changes to your Chat System Message, you can reset its content to the default System Message provided by SysAid at any time – by clicking the [show reset button]

Chatbot Message Examples

Here are some examples to get you started with your SysAI Chatbot’s Automatic Messages:

Welcome Message

Greetings, <%= orgName %> superstar!

It's me, your virtual work buddy, ready to solve any issues you may encounter! Let me know what happened, and I’ll help you troubleshoot independently and save time. 

Feel free to ask me questions such as (but not limited to), 

"What is the office Wi-Fi password?", "How can I update my Adobe credentials?", or "How do I gain access to my corporate email?"

Starter Message

Hi <%= firstName %>, How can I support you today?

Error Message

Oops! It seems we’ve encountered an error. Please try again.

Configure Chatbot Data Sources

Your Chatbot can retrieve organization-specific solutions from your Service Records and Knowledge Base Articles that are published in the SSP.

You can configure the time frame for the Service Records being accessed by the Chatbot. The default time frame is two years, but you can tailor it to your desired time frame.

This Service Record data includes: 

  • Messages sent from Admin to Request User
  • Notes from the Admin that are visible to the Request User
  • Solutions
  • Resolutions

Data from a closed Service Record is available within thirty minutes of its closure.

Coming soon

Future data configuration sources will include:

  • URLs
  • Files for upload

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