AI

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Providers

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Completion fields

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Snippets

• Manually - New snippet, title and content.
• Import from URL - Libredesk fetches the page, keeps the readable content, and adds it as a snippet you can edit afterwards.
• Suggestions - mined from resolved conversations, see below.

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Learn from resolved conversations

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Assistants

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Settings

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Handoff

• decides it cannot help
• hits its max turns
• errors out or times out
• sees someone other than the contact reply on the thread

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Test and Performance

• Test - send a sample customer message and see the reply it would draft, plus which snippets it used. Nothing is saved or sent.
• Performance - conversations, replies, resolution rate, handoff rate, reopen rate, replies per conversation, and CSAT for that assistant.

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Tools

{
  "type": "object",
  "properties": {
    "order_id": { "type": "string", "description": "The order ID to look up" }
  },
  "required": ["order_id"]
}

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Identity headers

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Require verified contact

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Writing a custom tool

1. Check your own secret first. Configure a header like X-Api-Key on the tool and reject any request that does not carry it. Your endpoint is on the internet; the tool config is the only thing that proves the call came from Libredesk.
2. Take the customer’s identity from the headers, never from the arguments. Libredesk injects the headers server-side and the model cannot see or change them. Anything in the request body was written by the model, from what the customer typed, so treat it as untrusted input. If the model asks for account_id=99999, look up the account that belongs to the contact in the header and ignore the number.
3. Gate sensitive data on X-Libredesk-Contact-Verified. A visitor can claim any email address in chat. That header is true only after the contact proved the address with a one-time code, so require it before returning anything you would not show a stranger.

const apiKey = "your-shared-secret"

func handleBalance(w http.ResponseWriter, r *http.Request) {
	if r.Header.Get("X-Api-Key") != apiKey {
		http.Error(w, "unauthorized", http.StatusUnauthorized)
		return
	}
	if r.Header.Get("X-Libredesk-Contact-Verified") != "true" {
		http.Error(w, "contact not verified", http.StatusForbidden)
		return
	}

	// Identity comes from the header. Nothing in the body decides whose data this is.
	email := r.Header.Get("X-Libredesk-Contact-Email")
	account, ok := lookupByEmail(email)
	if !ok {
		http.Error(w, "no account for this contact", http.StatusNotFound)
		return
	}

	json.NewEncoder(w).Encode(map[string]any{
		"balance":  account.Balance,
		"currency": "INR",
	})
}

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For your agents

• Copilot - a panel in the conversation sidebar. Ask it anything about the conversation; it searches your snippets and the contact’s history. Insert its answer into the reply box or add it as a private note. Rename it under Admin → General.
• Drafted replies - describe what you want to say in the reply box and let AI write the reply.
• Rewrite prompts - fix grammar and spelling, and the other prompts in the reply box AI menu.
• Summarize conversation - drops an AI summary into the conversation as a private note.
• Tag suggestions - suggests tags from your existing tag list.

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Limits

[ai_agent]
# Number of workers running autonomous AI assistant responses
worker_count = 10
# Maximum number of AI assistant response jobs that can be queued
queue_size = 1000
# Maximum number of tool calls the assistant can make while working on one reply. (1-20)
max_steps = 6
# Conversation messages sent to the model as history. (5-100)
max_history_messages = 30