Enabling AI Assistant for Self Service Portal
Introduced in 2025.2
Updated in 2026
The AI Assistant helps users find answers, report issues, and navigate the portal more effectively. It combines the capabilities 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 help reduce support workload.
To activate or deactivate the AI Assistant:
-
In the Admin Center, navigate to Apps and Portals > Self Service Portal and open the AI Assistant page.
-
Review the assistant readiness status. If additional setup is required, the page provides a link to configure AI integration. A properly configured integration, including a valid API key, is required for the assistant to operate.
For comprehensive configuration instructions, see Configuring integration with AI.
-
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 public 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. You can review the SSP AI Assistant Log to see how internal knowledge is used in AI Assistant responses.
Advanced customization
The AI Assistant works out of the box with default settings, but advanced customization options are available if you want to adapt the assistant to your organization’s processes, terminology, and support scenarios.
The following customization options are available:
- AI Assistant workflow form
- AI Assistant system prompt
- AI Assistant skills
- AI Assistant commands
- AI Assistant placeholders
INFO: For details and instructions, see Configuring AI Assistant for Self Service Portal.