MTS AI Case Assistant

General Questions

Q: What is MTS AI Case Assistant?

A: It's a SuiteCRM 8.x plugin that automates case handling workflows using AI. The plugin classifies cases, assigns to correct user, and generates draft responses automatically.

Q: Which SuiteCRM versions are supported?

A: Currently supports SuiteCRM 8.x (both Cloud and On-premise).

Q: Do I need an AI API key?

A: Yes. You need an API key from OpenAI, Anthropic, or run Ollama locally.

Installation Questions

Q: Is installation difficult?

A: No. Upload zip file via Module Loader, run Repair, and configure through interface. Takes about 15-30 minutes.

Q: What permissions are needed to install?

A: SuiteCRM Administrator rights.

Q: Can I install on SuiteCRM Cloud?

A: Yes, but you need support from your SuiteCRM Cloud provider to upload the module.

Configuration Questions

Q: How many Provider/Agent/Config do I need to create?

A: Minimum: - 1 AI Provider - 1 AI Agent (classification) - 1 Routing Config

You can add more agents for different purposes.

Q: Which provider should I use?

A: Depends on your needs: - OpenAI GPT-4o: High quality, popular - Anthropic Claude: Strong reasoning, long context - Ollama: Local, private, free

Q: Can I use multiple providers?

A: Yes. Each agent can use a different provider.

Q: What is Routing Map format?

A: JSON with key as category label, value as user UUID:

{
  "billing": "uuid-user-1",
  "technical": "uuid-user-2"
}

Q: Where do I get user UUID?

A: Go to Users module, open user record. ID is in the URL.

Usage Questions

Q: When is case classified?

A: When new case is created (after_save hook). Scheduler processes queue every minute.

Q: How long does classification take?

A: Usually within 1-2 minutes after case creation.

Q: How does reply generation work?

A: - Method 1: Click Generate Reply button in Case detail (if configured) - Method 2: Admin enables Auto Resolve in config

Q: Can I send draft directly?

A: Not recommended. Always review and edit before sending.

Q: How does KB integration work?

A: When agent has "Use KB" enabled, AI automatically finds relevant KB articles and includes in context.

Security Questions

Q: Are API keys secure?

A: Yes. Encrypted via SugarBean encrypt type. Not stored as plaintext.

Q: Is data sent externally?

A: Only sent to AI provider (OpenAI/Anthropic). Case content is sent to generate response.

Q: Can I run completely locally?

A: Yes, use Ollama. No internet required.

Troubleshooting Questions

Q: Case not assigned

A: Check: 1. Is Scheduler running? 2. Is Routing Config Active? 3. Is Routing Map JSON valid?

Q: AI returns wrong user

A: - Check system prompt - Adjust routing map - Debug in AI Action Logs

Q: Scheduler job not available

A: Run Repair > Quick Repair and Rebuild.

Q: API errors

A: Check: 1. API Key is correct 2. Model is available 3. Quota remaining 4. View detailed logs

Q: Reply button not visible

A: 1. Run Repair > Rebuild 2. Check JS file exists in custom/modules/Cases/js/

Billing Questions

Q: How much does it cost?

A: $199/year for Yearly license. Enterprise license contact us.

Q: Is there a trial?

A: Yes, 14 days. Contact us to get trial license.

Q: Does license expire?

A: Yes, annually. Renew before expiration to continue using.

Q: Is there refund?

A: Contact support within first 30 days if there are issues.

Technical Questions

Q: How often does queue processor run?

A: According to scheduler configuration, default 1 minute.

Q: How many cases can be processed at once?

A: BATCH_SIZE = 10 per run.

Q: What happens on failure?

A: Retry up to 3 times. Then marked as failed.

Q: How long are logs kept?

A: Indefinitely. Clear manually if needed.

Q: Is there API for external triggers?

A: Not yet. Use SuiteCRM hooks.

Contact

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