Configuring AI Assistant for Self Service Portal

Introduced in 2026

The AI Assistant supports advanced customization capabilities that allow administrators to adapt its behavior to internal support processes, organizational requirements, and industry-specific scenarios.

TIP: GPT-5.4-nano is currently the recommended completion model for the AI Assistant and other AI features. Before configuring advanced assistant settings, verify that the assistant is not using an outdated model. For details, see Supported OpenAI models for AI integration.

Advanced customization settings are available on the same AI Assistant page in Admin Center (Apps and Portals > Self Service Portal) where you enable or disable the assistant.

The following customization options are available:

• General tab: Here you can adjust the system prompt that defines the assistant's default behavior and response style. You can also assign a dedicated workflow form used for ticket creation in the Self Service Portal when multiple forms are available.

• Skills tab: Review built-in system skills to understand how the AI Assistant uses instructions, tools, and placeholders for task-specific behavior.

• Commands tab: Review the built-in quick commands available and enable or disable them as needed.

• Placeholders tab: Explore the predefined placeholders available for prompts, skills, and commands.

These settings help tailor the AI Assistant to different teams, departments, support processes, and industry-specific scenarios.