Today we’re excited to introduce two new additions to AI Prompter module: AI Support agent which generates automatic ticket responses using AI and OpenAI Assistant which conducts fully context-aware conversations within support tickets!

AI Support Agent

AI Support Agent, a new addition to the AI Prompter module brings fully automated, AI-driven ticket handling to HostBill. Using prompts defined in AI Prompter, the AI Support Agent can automatically respond to new tickets and customer replies while acting as a selected staff member, making AI responses feel like a natural part of your support team.

Administrators can define the agent’s name, choose one or more staff members it should act as, exclude specific departments, and assign dedicated prompts for new tickets and customer replies. Additional controls allow you to fine-tune response timing with configurable delays, prevent AI from handling sensitive messages, define stop words to avoid low-quality replies, and manage ticket flow using tags to mark tickets handled by AI or explicitly exclude them from further AI processing.

This flexible setup allows you to introduce AI-assisted support at your own pace, while keeping full control over where, when, and how the AI Support Agent engages with customers.

OpenAI Assistant module

OpenAI Assistant is a new AI-powered module for HostBill, released as an extension of the AI Prompter module. The module is built on OpenAI’s modern Conversations / Responses API, allowing it to conduct fully context-aware conversations within support tickets. Instead of responding only to the most recent message, OpenAI Assistant understands the entire ticket history, ensuring replies remain accurate, consistent, and relevant throughout long or complex discussions.

By maintaining conversational context, OpenAI Assistant significantly improves the quality of AI-assisted support. It can generate more precise responses, follow ongoing troubleshooting steps, and adapt its tone and content based on earlier interactions. This results in more natural communication and reduces the need for repeated explanations from both customers and support staff.

OpenAI Assistant integrates seamlessly with the existing AI Prompter module, sharing configuration, permissions, and workflows while introducing a new class of advanced conversational intelligence. It acts as a dedicated AI module type designed specifically for multi-turn support interactions, making it ideal for technical support, billing inquiries, and other service-related conversations that evolve over time. The module enhances support automation, reduces repetitive workloads, and empowers teams to deliver faster, more consistent, and higher-quality responses, all while preserving full conversation context within HostBill tickets.

Additionally, the OpenAI Assistant can be used with various current and upcoming HostBill modules for translations, domain lookups, spam protection and more.

There’s a lot more news this week – check the Changelog for the details!