Configure the AI Chatbot for End Users
  • 07 Feb 2024
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Configure the AI Chatbot for End Users

  • PDF

Article Summary

AI 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 AI Admins would otherwise need to spend crafting articulate, relevant answers to user inquiries.


  • SysAid Copilot license

  • AI Admin or SysAdmin permissions with SysAid Copilot enabled

This document provides a brief overview of how AI Admins can: 

Customize the AI Chatbot

Apply your organization's 'look and feel', including voice and tone, to your AI Chatbot

You can customize your AI 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 cogwheel icon in the AI Chatbot’s left panel. 

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

  • Organization Details

    • Chatbot Name: Appears in the AI 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 AI Chatbot, such as 'Support Agent', 'Virtual Assistant', etc.;  used to personalize the AI Chatbot’s responses

  • AI 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 AI Chatbot

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

  • Automatic Messages

    • Welcome Message (triggered when the AI Chatbot window first opens)

    • Starter Message (triggered after the end user clicks the [show button] button

    • Error Message

AI 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 Chatbot 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 Chatbot’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 AI 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.

Customize for Self-Service Portal

Customize the AI Chatbot's Service Catalog Tile in the SSP

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

Self-Service Portal access to the AI Chatbot appears as a Service Catalog Item. 

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

  • 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 AI Chatbot 

To customize the AI Chatbot Service Catalog Item, go to 

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

Configure AI Chatbot Data Sources

You can configure multiple Datasets as part of your AI Chatbot Data Pool, which includes the following data configuration sources:

  • Service Record Data

  • Q&A Sets

  • Knowledge Base Articles

  • Documents 

  • URLs

Configure AI Chatbot Guardrails

You can increase the compliance and security of your organization's AI Chatbot so that end users cannot misuse or violate the AI Chatbot's functionalities, permissions, security protocols, and ethical standards cannot be misused or violated.

Configuring the AI Chatbot's Guardrails Rules involves defining two parameters:

Guardrails Rules

These default rules relate to topics or texts that end users might include in their queries, such as:

  • Inappropriate content (profanity, vulgarity, hate speech, etc.)

  • Embedded content or commands

  • Requests to change system instructions

  • Requests to change scripting, language coding, command language, etc.

  • Attempts to access data or functionality outside the scope of the intended query processing

  • Attempts to exploit potential vulnerabilities in the system

  • Attempts to hide malicious intent or content

SysAid Copilot provides eight default Guardrails Rules which the AI Admin can choose whether to edit, keep, or remove.

User Violation Message

You can create a User Violation Message (System Message) to serve as the AI Chatbot's automatic response to user queries that violate your organization's Input Compliance Rules. 

This automated message can also explicitly specify which of your Input Compliance Rules were violated.

To modify (or disable) your AI Chatbot's Guardrails Rules and content, go to AI Chatbot Settings > General > Input Compliance section.

Guardrails Default

The “Enable Input Compliance Checks” checkbox is disabled by default

Enable AI Emailbot

The AI Emailbot allows users to create Service Records via email and receive an AI Chatbot response as an email reply, as if they created a Service Record while chatting with the AI Chatbot.

AI Emailbot Setting

The “Enable AI Emailbot” in Service Desk Settings must be checked off in order to use the feature

Configure Category-driven Service Record Creation

Service Records created using 1-Click Service Record Submission are assigned the Categories with Incident and Request Service Record-types enabled.

When a Category only has Request Service Record-types enabled, all Service Records assigned that Category will be created as a Request, using the relevant Request Template.

Disable 1-Click Service Record Submission

The “Allow Service Record submission via Chatbot” checkbox is enabled by default when SysAid Copilot is enabled

To disable 1-Click SR Submission, follow these steps: 

  • Navigate to Settings > General

  • Uncheck the checkbox labeled “Allow Service Record submission via Chatbot”

  • Click ‘Save’ 

What's Next