How to change the "Suggested for You" when opening the AI Chatbot

## Customize “Suggested For You” in SysAid Copilot / AI Chatbot

You can’t edit the **exact “Suggested for you” tiles** as separate UI elements, but you *can* strongly influence and effectively “redefine” them by configuring:

- The chatbot’s **System Message (Prompt)**
- The **Automatic Messages** (Welcome / Starter)
- The **datasets and examples** you feed it

Below are the concrete places to configure this for:

- **End‑user AI Chatbot (Self‑Service Portal / Email)**
- **AI Chatbot for Agents (Admins)**

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## 1. End‑User AI Chatbot – Make suggestions organization‑specific

1. Log in as an **AI Admin**.
2. Go to:
**Settings > SysAid Copilot / AI Chatbot > Configure AI Chatbot for End Users**
(In Classic: “Configure the AI Chatbot for End Users”; in Spaces: same page under Copilot / Chatbot settings.)
3. Click the **cogwheel (Manage)** inside the chatbot left panel to open configuration.

There you’ll see:

### a. Chat System Message (Prompt)

This is the main place to “steer” suggested content.

- Describe your organization, services, and what you want the chatbot to proactively suggest.
- For example, you can add something like:

> “You are the IT Virtual Assistant for ``.
> When a user opens a new chat, suggest common tasks they can do here, such as:
> – Reset my Windows password
> – Request VPN access
> – Request a new laptop or accessory
> – Report an application issue (Office 365, SAP, Salesforce, etc.)
> Tailor your suggestions to IT and HR services only, and avoid generic suggestions.”

The model will then bias its “Suggested for you” patterns and answers toward these examples.

### b. Automatic Messages (what user sees upon opening)

Still in the same **Manage** section, configure:

- **Welcome Message** (shown when the window first opens)
- **Starter Message** (after user clicks “New Chat” / message button)

You can make these look almost exactly like your own “Suggested for you” panel by listing specific use‑cases:

Example:

- **Welcome Message**
> Welcome to `` IT & HR Help.
> I can help you with things like:
> • “I forgot my laptop password”
> • “I need VPN access from home”
> • “Report an issue with Microsoft Teams”
> • “How do I submit a timesheet?”

- **Starter Message**
> Hi `<%= firstName %>`, how can I help you today?
> You can start with things like **“Reset my password”** or **“Request software”**.

These texts essentially become your own “Suggested for you” guidance, even if the visual label remains “Suggested for you”.

### c. Data Sources (so suggestions fit your environment)

On the same configuration page, review **AI Chatbot Data Sources**:

- Make sure the chatbot is connected to the **right datasets**:
- Service Record data (relevant categories / solutions)
- Knowledge Base / SharePoint / other internal sources relevant to your org
- Limit or prioritize datasets so the AI’s suggestions come from your actual services & articles, not irrelevant legacy content.

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## 2. AI Chatbot for Agents (Admins)

To align “Suggested for you” / answers for admins:

1. Go to:
**Settings > Service Desk > General > Copilot General Settings**
then open **AI Chatbot for Agents** (or “Customize AI Chatbot for Agents”).
2. There you can edit:

### a. Chat System Message (Prompt) – Agents

Tune this to your support model:

- Emphasize:
- Your ticket priorities
- How you want it to help agents (summarizing SRs, drafting replies, suggesting next actions, etc.)
- Specific workflows or fields to focus on (e.g., categories, SLAs, KB usage)

Example snippet:

> You assist `` Service Desk agents.
> When a new chat starts, suggest tasks relevant to the agent’s current queue, such as:
> – Summarize the active ticket
> – Propose next troubleshooting steps based on our KB
> – Draft a response to the requester
> – Identify urgency or breach risk based on Due Date and Priority.

### b. Automatic Messages – Agents

Under **Automatic Messages** for Agent Chatbot, customize:

- **Welcome Message** – e.g.,

> Welcome to `` Copilot for Agents.
> I can help you:
> • Prioritize your queue
> • Summarize long tickets
> • Draft replies or solution notes
> • Propose root‑cause analyses

- **Starter Message** – e.g.,

> Ask me things like:
> “Summarize this ticket,”
> “Suggest the next troubleshooting step,”
> or “Draft an answer to the user in a friendly tone.”

These behave, functionally, like a custom “Suggested for you” list for your agents.

---

## 3. If you want very explicit “Suggested For You” items

Because the “Suggested for you” panel itself isn’t a separate editable list, the best practice is:

1. Put your **top 3–6 recommended tasks/questions** in:
- The **Welcome** or **Starter** messages (both for end users and agents), and
- The **System Message**, where you instruct the AI to keep suggesting those.

2. Optionally, mirror the same items in:
- The **Service Catalog tile description** for the AI Chatbot:
**Service Desk > General Settings > Self‑Service Portal > Service Catalog Items > AI Chatbot**

This keeps the experience consistent: users see the same key use‑cases in the tile, in the welcome text, and in the chatbot’s initial suggestions.

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## 4. If this doesn’t behave as expected

If, after updating the System Message and Automatic Messages:

- “Suggested for you” still feels too generic, or
- You suspect there is a UI limitation/bug in your specific version,

then you’ll likely need human assistance from SysAid Support.
Because this chat is already linked to a ticket, please use that existing ticket or, if you need a new one, start a **new chat** and open a **Service Record (Incident, Sub‑type: DEFAULT (Sub‑type 50))** describing:

- Your environment (Classic / Spaces)
- Screenshots of the current “Suggested for you”
- The exact text you’d like to appear

---

If you tell me:
- Which portal you’re using (Classic vs Spaces), and
- 4–6 example “Suggested for you” items you want for end users and for agents,

I can draft exact prompt text and welcome/starter messages you can paste into your configuration.