[Intum Help](https://intum.com/help.md) / [Helpdesk](https://intum.com/help/helpdesk.md)

# [Automatic AI Responses in the Helpdesk Widget](https://intum.com/help/helpdesk/automatic-ai-responses-in-the-helpdesk-widget.md)

## How AI Works in the Widget

When AI is [enabled on the desk](ai-w-helpdesk), the helpdesk widget automatically analyzes customer inquiries before sending them to the support team. This way, many questions can be resolved instantly without human involvement.

## Flow from the Customer's Perspective

### 1. Filling Out the Form

The customer fills out the inquiry form as usual:
- Title
- Problem description
- Priority
- Category (if configured)
- Attachments (optional)

### 2. Clicking "Save"

Instead of the standard "Submit inquiry" button, the customer sees a **Save** button. After clicking:
- An animation appears on the button with the text **Analyzing inquiry...**
- The system sends the inquiry content to AI
- AI searches the vector database (RAG) for an answer

### 3. AI Response

If AI finds an answer, it displays it to the customer with the question:

> **Does this answer solve your problem?**

The customer has two options:

- **Yes, thank you** — the inquiry is automatically saved with "Resolved" status and a **NoeAI** label. The customer returns to their inquiry list. The AI response is saved as a comment in the ticket.
- **No, I want to submit the inquiry** — a **Submit inquiry** button appears, which sends the ticket normally to the support team.

### 4. No AI Answer

If AI doesn't find an answer in the knowledge base, the **Submit inquiry** button appears immediately — the customer is not blocked.

### 5. Timeout

If AI doesn't respond within the configured [timeout](ai-w-helpdesk#timeout-ai) (default 15 seconds), the inquiry is automatically sent normally. The customer doesn't wait indefinitely.

## Changing Content After AI Response

If the customer decides the AI answer didn't help, but then changes the inquiry content (title, description, category, or priority):
- The button changes back to **Save**
- An info message appears below the button: "You've changed the inquiry — we're re-analyzing"
- Clicking "Save" will run the AI analysis again with the new content

If the customer reverts changes to the original content, the button returns to **Submit inquiry** without re-analysis.

## NoeAI Label

Inquiries resolved by AI are marked with a **NoeAI** badge:
- In the widget — on the customer's inquiry list
- In the admin panel — on the ticket list (`/helpdesk/tickets`)
- On the ticket details page — in the status bar

The comment with the AI response is highlighted with a light blue background and a **NoeAI** badge instead of the author name.

## Logging and Analysis

Every AI query is logged with information:
- Question and answer content
- Response generation time
- Status (answered / no answer / timeout / error)
- Customer feedback (positive / negative)
- Category and priority used
- Context from the RAG database

Statistics are visible on the desk page in the AI tab.

## When AI Is Not Active

When AI is disabled on the desk, the widget works as standard:
- The button says "Submit inquiry"
- Clicking sends the ticket immediately
- No AI analysis is performed

## Multilingual Support

AI in the widget supports 8 languages: Polish, English, Ukrainian, German, French, Spanish, Czech, and Slovak. The widget interface language depends on the desk settings.