ElevenSupport Pro includes AI-powered reply drafting and auto-triage. This guide explains how to connect your AI provider and enable these features.

Requirements #

• An active ElevenSupport Pro license (see License Activation)
• An OpenAI or Anthropic account with an API key

Accessing AI Settings #

Go to Support > Settings and click the AI tab. This tab is only visible when a Pro license is active.

Choosing a Provider #

• OpenAI — Supports GPT-4o and GPT-4o-mini. Recommended for most users.
• Anthropic — Supports Claude models. Strong at nuanced, empathetic customer responses.

Select your provider from the AI Provider dropdown.

Entering Your API Key #

1. Paste your API key into the field for your chosen provider.
2. Keys are encrypted (AES-256-CBC) before storage — never saved in plaintext.
3. Click Save Settings.

Enabling AI Reply Drafting #

1. Toggle Enable AI reply drafting to On.
2. Save Settings.
3. Open any ticket in the admin ticket view.
4. Click the Draft AI Reply button.
5. The reply textarea will be populated with an AI-drafted response.
6. Review and edit the draft before clicking Submit Reply.

Enabling Auto-Triage #

1. Toggle Enable auto-triage to On.
2. Save Settings.
3. When a new ticket is submitted, the AI automatically assigns a priority (Low, Medium, or High) and a category.
4. If the AI response is malformed or the API is unavailable, the ticket defaults to Medium priority with no category — no ticket is ever lost.

Tips #

• AI drafts are suggestions. Always review and edit before sending to a customer.
• Auto-triage accuracy improves when customers write descriptive ticket bodies.
• API usage costs are billed directly by your AI provider — ElevenSupport does not add any markup.