Choose MTX's AI features
MTX offers AI buttons to technicians while they work a ticket. They are all on by default. You can turn each off for the whole company. You need Nilear’s Admin access level.
- Open Settings, then My Tickets, at app.nilear.com.
- In AI Features, turn off what you do not want.
| Setting | Off hides |
|---|---|
| Enable Email AI | The Polish button of the email toolbar, which rewrites and refines an email draft before it is sent. |
| Enable Summary AI | The Polish button of the ticket summary field, which suggests replacements for the summary. |
| Enable Notes AI | The Polish button of the working notes toolbar, which rewrites and refines the notes. It also hides Support Advisor in MTX for the whole company. |
| Enable TSI AI | The Suggest TSI button, which suggests a Service Type, SubType and Item from the ticket’s content. |
| Enable Split Ticket AI | The Split Ticket AI button, which splits a ticket holding several different requests into one ticket per request. |
Keep AI tasks off the customer’s notes
Section titled “Keep AI tasks off the customer’s notes”Tasks that Nilear AI creates on a ticket (Create Ticket Goals and Support Advisor) are recorded like any other task: a completed task’s notes go into the time entry and into drafted emails. To keep them internal, turn on Record AI Tasks as Internal Notes in the Time Entries form. Each AI task then starts marked Internal: when it is completed it is saved as an internal ticket note, left out of the time entry’s Discussion notes and out of emails. A technician can remove the mark from one task with its options menu.
Tasks added by hand or from a ConnectWise template are not affected, nor are tasks created before you turned it on. With Include Tasks in Time Entries off, no task is recorded at all.
Correct the rules the AI follows
Section titled “Correct the rules the AI follows”The AI follows your company’s own rules on top of its built-in instructions. These are the instructions on Ticket Automation’s pages in Nilear (Ticket Automation). From MTX, a Nilear AI note’s Rules button, or the rules link on an AI result, opens the rules for that service: Board rules for the ticket’s board and Global rules for every board. Every member can read them; Admins can edit and save them in place.
Each technician can also keep personal rules for Polish Notes and Polish Email, through My Polish Notes rules… and My Polish Email rules…. Personal rules apply only to that technician’s own polishes, are added to the company’s rules and never override them.
Whose OpenAI key
Section titled “Whose OpenAI key”MTX’s AI buttons run on your company’s OpenAI key when you have added a working one in Ticket Automation, and on Nilear’s key otherwise. See Data and security.