Admin Guide - MTS AI Case Assistant

Administration Overview

The MTS AI Case Assistant plugin includes 5 main management modules:

Managing AI Providers

Create New Provider

Go to: AI Providers > Create Provider

Provider Types

OpenAI: - Default API URL: https://api.openai.com/v1/chat/completions - Models: gpt-4o, gpt-4-turbo, gpt-3.5-turbo

Anthropic: - Default API URL: https://api.anthropic.com/v1/messages - Models: claude-3-5-sonnet-20241022, claude-3-opus-20240229

Ollama (Local): - API URL: http://localhost:11434 (or different server) - Models: llama3, mistral, phi3 - Requires Ollama running on server

Custom: - Use for OpenAI-compatible APIs - Azure OpenAI, local LLaMA servers, etc.

API Key Encryption

API keys are automatically encrypted via SugarBean encrypt type. No manual action needed.

Managing AI Agents

Create New Agent

Go to: AI Agents > Create Agent

Custom System Prompts

Classification Agent:

You are a support ticket classification expert.
Analyze the case content and return the user_id that should handle it.
Return ONLY the user_id in UUID format.

Reply Generation Agent:

You are a professional customer support agent.
Write a helpful, concise response to the customer.
Use their name in greeting.
End with appropriate signature.
Do not use markdown formatting.

Advanced Configuration

Fields Include:

["name", "description", "status", "priority"]

Related Include:

["AOP_Case_Updates", "Documents", "Contacts"]

Use KB: When enabled, AI will automatically find and include relevant KB articles in context.

Managing Routing Configs

Create Config

Go to: Routing Configs > Create Config

Routing Map

JSON Format:

{
  "billing issue": "uuid-of-billing-user",
  "technical problem": "uuid-of-support-user",
  "sales inquiry": "uuid-of-sales-user"
}

How to Get User ID: 1. Go to Users module 2. Open user record 3. Copy ID from URL: #/Users/aaaaaaaa-bbbb-cccc-dddd-eeeeeeeeeeee

Auto Resolve

When Auto Resolve is enabled: - After classification, reply agent automatically generates draft - Draft is saved to Case Updates as internal note - Staff reviews and sends or edits

Managing Scheduler

Configure Queue Processor

Go to: Admin > Schedulers > Create Scheduler

Check Operation

1. Go to Admin > Schedulers
2. View Last Successful Run
3. If not running, check sugarcrm.log for debug

Managing Logs

View AI Action Logs

Go to: AI Action Logs

Logs are recorded for each AI operation:

Advanced Settings

Case Detail JS Configuration

Plugin automatically injects "Generate Reply" button into Case DetailView. No additional configuration needed.

System Prompt Overrides

In Routing Config, you can override agent system prompts:

• Classify System Prompt - For classification
• Reply System Prompt - For reply generation

Backup and Restore

Before Upgrade

1. Export modules:

   • AI Providers
   • AI Agents
   • Routing Configs

2. Backup database:

mysqldump -u user -p sugarcrm mts_ca_providers mts_ca_agents mts_ca_configs > backup.sql

After Reinstall

1. Import configurations
2. Check Scheduler
3. Test with new case

Maintenance

Clear Logs

Delete old logs to save storage:

DELETE FROM mts_ca_logs WHERE date_entered < DATE_SUB(NOW(), INTERVAL 90 DAY);

Optimize Queue

Check stuck queue:

SELECT * FROM mts_ca_queue WHERE status = 'processing' AND date_entered < DATE_SUB(NOW(), INTERVAL 10 MINUTE);

Common Troubleshooting

AI Not Responding

1. Check if Provider is Active
2. Check if API Key is correct
3. Check if quota/model available
4. View logs in sugarcrm.log

Case Not Assigned

1. Check if Scheduler is running
2. Check if Routing Map JSON is valid
3. View AI Action Logs

Reply Button Not Visible

1. Run Repair > Rebuild
2. Check file custom/modules/Cases/js/mts_ca_reply_btn.js exists

Contact

• Website: mientrungsoft.com
• Email: anhnhatuit@gmail.com
• WhatsApp: +84973131884