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Configure AI policies and case assistance

Updated Monday, October 26, 2026 · Marcel Gravelle

AI Configuration groups supported assistance features into policies. Division scope and clear prompts help teams apply summarization, classification and tagging consistently while keeping human review part of the workflow.

Applies to: Supportbench Core. Location: Settings → Account → AI Configuration. Access and available controls depend on your role and account capabilities.

Before you begin

  • You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
  • Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
  • Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

  1. Open Settings → Account → AI Configuration.
  2. Open the relevant policy or create a scoped policy.
  3. Set division scope, prompt, language and the supported feature switches.
  4. Save and test representative cases, including an ambiguous case and one with incomplete information.
  5. Review outputs and classifications before relying on the policy in daily operations.

Settings reference

Policy definition

SettingWhat it controlsHow to choose
Name / DescriptionRequired policy identity and explanation; name up to 50 and description up to 250 characters.Describe the team and operational purpose.
DivisionsScope for the policy; an empty selection is global.Use division-specific policies only where behavior should differ.
System defaultProtected default policy; its division scope cannot be edited like an ordinary policy.Review inherited behavior before adding specialized policies.

AI behavior

SettingWhat it controlsHow to choose
Case summary promptInstructions for case summaries, up to 500 characters.Ask for factual context, current state and next steps; avoid instructions to invent missing details.
Default AI output languageInheritance, English or a configured language for the supported internal output.Choose the team’s working language and test the particular feature.
Co-pilot external dataControls supported external-data use by the co-pilot.Review the information sources appropriate for your team.
Case summaries / Activity summariesControls the corresponding summarization features.Review generated text against the actual conversation.
Priority assignment / Issue assignmentControls AI classification into configured priorities and issues.Give those choices clear descriptions and test ambiguous cases.
Automatic taggingControls supported AI tag assignment.Use a maintained tag vocabulary and review the assigned results.

Behavior to know

  • The default internal AI output language is separate from the UI locale and from every co-pilot, article or customer-reply language choice.
  • AI assignment depends on the configured choices; turning on a switch does not replace clear priority, issue or tag definitions.

Recommended use

  • Use terminology that agents and customers already understand. Explain the intended meaning in the description.
  • Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
  • Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

  1. Define a summary prompt asking for the reported problem, work already attempted and next action.
  2. Enable case summaries for the intended divisions.
  3. Compare several generated summaries with their source cases and revise the prompt if important facts are omitted.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Cases → Configure case priorities
  • Cases → Configure case issues
  • Knowledge Base → Manage knowledge-base tags and audiences
  • Knowledge Base → Configure preferred terminology for AI and search

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