Customization

Customizations are done at various levels like global, company specific, business process specific etc.

Here we will see global customizations. Customizations are divided in four groups:

1. General
2. Enable Ai
3. Emails
4. SMS and WhatsApp

1. General
   a. Default Country / Default Currency:
   This will be default when you create any new user account. You can set a different default at company level.
   
   b. Default Language:
   This will be default when a users visits your website. you can set. You can set language for each “Company” separately. But before company selection, this default language will be used.
   
   c. Enable Live Chat:
   Live chat works without user login and company selection. This is global and works for entire site.
   
2. Enable AI
   The application includes an integrated AI feature to help automate routine tasks and reduce manual workload. AI can handle certain operations intelligently to improve efficiency. Turn ON to let AI help users write better replies in tickets. When ON, AI will auto-generate ticket replies using available ticket data.
   
   a. Enable Ai:
   Toggle switch to enable / disable. Use this toggle to activate or deactivate AI services within the application.
   
   b. Ai API Provider:
   A list of supported AI service providers is available in the list. Select your choice of Ai API provider from the list like ChatGPT, Gemini etc.
   
   To activate:
   Select a provider from the list.
   Purchase the required service or API plan from the respective service provider.
   Set up the API key in appsettings.json
   
   Enable Ai for reply improvement
   Enable this to get option to improve your reply by Ai as may be selected by you.
   
   Enable Ai for reply from Ai vector
   Ai can reply based on your database or a simple word file. but this will use lot of resources. So other option is to create an Ai Vector whihc will e stored on Ai Providers portal. This will make reply faster as well as consume less data, in turn it will cost significantly less.
   
3. Emails
   
   a. Send Test Email:
   Configure your email in appsettings.json file. Once setting is done in appSettings file, first test if setting is correct. Enter a test email and click “Send” to test the settings.
   AppSettings file (configuration file) settings are discussed else where.
   
   b. Email for Tasks:
   Use this toggle to enable or disable the Email for Tasks as per your requirement.
   
   c. Email for Assignee:
   Use this toggle to enable or disable the Email for Assignee as per your requirement
   
   You can also decide the format of the email to task Creator, Assignee and for Update/Reply. These are several “TAGS” available for email setup. These TAGS will get converted to actual current values.
   
   For example “{TaskDate}” will become actual date on which task / ticket is created.
   
4. SMS and WhatsAPP
   
   SMS
   The application includes SMS functionality to provide real-time updates to customers. This can be used for notifications related to tasks, complaints, or general updates.
   a. Enable SMS for Tasks: Use this toggle to enable or disable the SMS service as per your requirement.
   b. SMS API Provider: A list of supported SMS service providers will be displayed.
   You need to:
   Choose a provider from the list.
   Purchase a plan with that provider.
   Set up the API key in appsettings.json
   
   WhatsApp
   WhatsApp messaging is supported, allowing notifications and updates to be sent directly to users via WhatsApp Messenger.
   
   a. Enable WhatsApp for Tasks: Use this toggle to enable or disable WhatsApp messaging services.
   b. WhatsApp API Provider: A list of supported WhatsApp API providers will be shown.
   To use this feature:
   Choose a provider.
   Purchase a WhatsApp API plan.
   Set up the API key in appsettings.json
   After setup, WhatsApp will be used to send updates and alerts.