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How to Use Conversational AI

Conversational AI puts an AI assistant right inside every ticket, so agents can summarize, analyze, or research a conversation without leaving the ticket view. It lives behind the ProProfs AI button in the top-right corner of any open ticket.

What Is Conversational AI?

Conversational AI is a chat-style assistant available inside every ticket in ProProfs Help Desk. Click ProProfs AI on any ticket to summarize the conversation, analyze the ticket, or find relevant help articles, or type your own question directly into the prompt box.

Why Use It?

Conversational AI cuts down the time agents spend reading, researching, and drafting inside a ticket.

A ticket has a long back-and-forth thread: Summarize gives the agent the full picture in seconds instead of scrolling through every message.
An agent needs the full context of a ticket before responding: Analyze this ticket surfaces the issue, resolution status, and key actions taken so far.
An agent isn't sure if a knowledge base article already answers the question: Find relevant help articles checks for one automatically before the agent writes a reply from scratch.

Example Use Cases

A support agent picks up a ticket mid-thread and clicks Summarize this ticket conversation to catch up before replying.
A team lead reviewing an escalated ticket clicks Analyze this ticket to see the current status and actions taken at a glance.
An agent handling a how-to question clicks Find relevant help articles and adds the result straight into their reply.

Step-by-Step Instructions

Step 1: Open any ticket and click ProProfs AI in the top-right corner.

Step 2: Choose one of the three options that appear: Summarize this ticket conversation, Analyze this ticket, or Find relevant help articles.

Step 3: Click Summarize this ticket conversation to get a summary of every message and thread in the ticket.

Step 4: Click the Maximize button to view the summary in full screen, then use Copy, Make it more formal, or Make it shorter as needed.

Step 5: Click Clear conversation to start a new chat with the assistant.

Step 6: Click Analyze this ticket to get a breakdown of the issue and what's been done so far.

Step 7: Click Find relevant help articles to have the assistant search your knowledge sources for a matching answer.

Step 8: Click Add to reply to insert the result directly into your reply draft, or adjust it first with Make it more formal or Make it shorter.

Step 9: Type your own question into the prompt box at the bottom of the panel for anything the three options don't cover.

Pro Tips & Interactive Settings

Tip: Find relevant help articles only surface a result when your connected knowledge sources actually contain a relevant answer, so it may come back empty for very specific or unusual issues.

Tip: Make it more formal and make it shorter can be applied to any generated result — summaries, analyses, or help article suggestions — before you use it.

Tip: Clearing the conversation only resets the assistant's chat — it doesn't affect the ticket, its replies, or its status.

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