AI Assistant
Use the built-in AI Assistant to search tickets, look up customer records, draft knowledge articles, and act on your data — all from a single chat interface with a built-in approval flow for write operations.
What the AI Assistant Can Do
The AI Assistant is a chat interface built into BlueRockTEL. It can read and act on your data using a set of tools that connect directly to the platform:
- Helpdesk: list and filter tickets, read ticket details and replies, update ticket fields, post replies or internal notes
- Knowledge Base: retrieve, create, and update knowledge base articles
- CRM: look up customers, contacts, invoices, prospects, and customer files with telephony lines
The assistant also has a tool catalog it can search to discover what actions are available.
Opening the Chat Panel
A floating button is fixed to the bottom-right corner of every page. Click it to open the chat panel. Type your question or instruction in the input field and press Enter. The assistant responds conversationally and may use tools in the background to fulfil your request.
Read vs. Write Operations
Tools fall into two categories:
| Category | Behaviour | Examples |
|---|---|---|
| Read | Runs automatically, no confirmation needed | List tickets, get customer, search KB |
| Write | Requires your approval before executing | Update ticket status, post reply, create article |
This distinction ensures that the assistant can retrieve and present information freely, while any change to your data requires an explicit decision from you.
The Approval Flow
When the assistant needs to perform a write operation, it pauses and shows you a confirmation card before proceeding. The card displays:
- The tool name (e.g.
reply_to_ticket) - The exact parameters it intends to send (e.g. ticket ID, reply text, whether it is an internal note)
You can then:
- Approve — the action is executed immediately
- Reject — the action is cancelled; you can refine your instruction and try again
No write action is ever taken without your explicit approval in the in-app assistant.
Note: Read operations such as listing tickets or fetching a customer record run silently in the background. You will see the results directly in the chat without a confirmation step.
External MCP clients (Claude, ChatGPT, Grok): When you connect an external AI client to BlueRockTEL via MCP, the in-app approval flow does not apply. Write operations are governed by the confirmation mechanisms of the external client itself. Review each client's settings for how it handles tool execution before connecting.
Tips for Effective Use
- Be specific: "List my open tickets in the Network category" gives better results than "show tickets".
- You can chain instructions: "Get ticket #1042, then update its status to In Progress."
- The assistant remembers the context of the current conversation, so you can refer back to previous results ("reply to that ticket with…").
- If the assistant cannot find a tool for your request, it will say so. You can try rephrasing or check the Tools Reference for what is available.
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