Enabling the AI Assistant in the Self Service Portal
Introduced in 2025.2
This page explains the AI Assistant for the Self-Service Portal and how to turn it on or off.
The AI Assistant helps users find answers, report issues, and navigate the portal more effectively. It combines the power of a large language model with information from your organization's Knowledge Base to provide fast, conversational responses that enhance the self-service experience and significantly reduce the support team’s workload.
To activate or deactivate the AI Assistant:
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In the web-based Admin Center, navigate to Apps and Portals > Self Service Portal and open the AI Assistant page.
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Review the assistant's readiness. The system displays whether the assistant is ready to use and provide a link to configure AI integration if setup is required. A properly configured integration, including a valid API key, is essential for the assistant to operate. For comprehensive configuration instructions, see Configuring integration with AI.
NOTE: The current version of the AI Assistant requires integration with the OpenAI API. Compatibility with the Azure OpenAI Service is planned for a future release.
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Use the Enable AI Assistant checkbox to enable or disable the assistant, and click Save. The changes will take effect in a few minutes after saving.
Once enabled, the assistant appears in the bottom-right corner of the Self Service Portal and becomes available to all users.
TIP: For the best results, the AI Assistant should be allowed to access the internal knowledge, meaning it can search your organization's Knowledge Base for relevant answers and suggestions. To allow this access, make sure to select the Allow access to internal knowledge option when configuring AI integration. For details, see Configuring integration with AI.