AI Assistant

Core AI searches workspace records, answers questions, drafts content, and performs supported actions using your account's permissions. AI is included with your workspace subscription; users do not need to configure a provider key.

Open Core AI

Select Core AI in the sidebar or press ⌘. on macOS or Ctrl+. on Windows. The composer focuses so you can start typing. When you are viewing a ticket or company, the assistant can use that page as context.

Use the minimize control to dock the conversation while you work. The dock shows when the assistant is busy; select it to reopen the panel. Your conversation stays open as you navigate.

Ask for a result

State the record, time range, and result you want. If a name could match several records, include the company or ticket number.

For volume or backlog questions, distinguish currently open work from tickets created during a period. Ticket-mix questions can group by type, category, priority, company, assignee, source, time period, or age.

The assistant can only retrieve records you have permission to read. Missing access may limit the answer even when another teammate can see the same records.

Create, draft, and update

Supported requests include:

• Tickets: prepare a new-ticket form, update supported fields, assign a technician, or close a ticket.
• Ticket messages: draft a customer reply or an internal note into the corresponding editor.
• Time: log a completed entry against a ticket.
• Companies, contacts, and assets: create records or update supported details.
• Knowledge: create a draft article in a selected space or add a knowledge link to a reply.
• Checklists: create from a template, add a one-off checklist to a ticket, or mark a step complete.
• Team: invite a user when your role permits it.

For example: “Log 45 minutes on tkt-28, notes: replaced the failed drive” or “Create a checklist on tkt-28 from the Server Setup template.” If a ticket has several checklists, include the checklist's title when changing a step.

The response explains whether Core prepared a form, inserted a draft, requested confirmation, or saved a change. Review prepared forms and drafts, then submit them through the normal workflow. Check any proposed record changes before confirming. Drafting a customer reply does not send it.

Queue a follow-up

While Core AI is working, type a follow-up and press Enter to queue it. It sends when the current turn finishes.

• Edit or cancel a queued message before it is sent.
• Select Send now, or press Enter with an empty composer, to stop the current turn and send the next queued message immediately.
• Use Stop on the working bar to interrupt a turn.

The working bar shows elapsed time and the current activity. It also tells you when a confirmation or picker needs your response.

Continue a saved conversation

Select the clock icon to open conversation history. Choose a conversation to resume its messages and tool results, or use + to start a new one.

Use the pencil control to rename a conversation and the trash control to delete it. Deleting a conversation or message requires confirmation. Conversation history is private to your account.

Change your notification preferences

Ask “What are my notification settings?” or request a specific change, such as “Stop emailing me when tickets are completed.” Changes apply to your own account.

Push notifications also need browser permission. If that permission is missing, Core AI directs you to Settings → Notifications so you can allow it yourself. See Notifications.

Capacity analytics

Users with the required capacity access can ask about support load, billing tiers, utilization, and staffing forecasts. Examples:

• “Show our top 10 customers by hours over the last six months.”
• “Exclude customers in their first 90 days and estimate hours per seat per year.”
• “What share of our support hours is scheduled maintenance?”
• “If we add 100 Standard seats, how many technicians would we need?”

These answers use a nightly-refreshed snapshot. Seats come from contact assignments to billing tiers; support hours come from ticket time entries. A short period of history may support a projection rather than a measured annual rate. Review the stated window, assumptions, and freshness before using a staffing estimate.

Financial questions also require the corresponding financial access grants. See Financials.

Service Tracker

Core AI can read and update the dashboard's Service Tracker:

• “Who still needs a QBR this quarter?”
• “Mark Q3's QBR done for Northwind Clinic.”
• “Dismiss Acme from the QBR tracker.”
• “Put this year's QBR tracker on my dashboard for Standard and Advanced contracts.”

Checks and dismissals are shared across the workspace for the same service name. The assistant changes one company per update request. See Service Tracker in the Dashboard guide.

Rate an answer

Use thumbs-up or thumbs-down below a response. Thumbs-down offers an optional comment; describe the incorrect result or missing capability to make the report useful. Use Change rating to correct a vote.

Ratings are private to your account and available to the platform team for improving the assistant.

See also

• AI Draft Replies
• AI Runbook Assistant
• Full Search
• MCP Server