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FAQ & Troubleshooting

The AI is not replying to tickets​

Check the following:

  • The extension is enabled in the admin panel
  • The Bot User ID is correct and belongs to a staff user
  • The department of the ticket is in the Allowed Departments list (or the list is empty)
  • A human staff member has not already replied to that ticket — once a human replies, the AI hands off permanently
  • Check Laravel logs for errors: storage/logs/laravel.log

The AI replied but with wrong or unhelpful information​

  • Improve your System Prompt — be more specific about what the AI should and should not say
  • Add more detail to the Hosting / Company Information field
  • Switch to a more capable model (e.g. gpt-4o instead of gpt-4o-mini)

The AI is replying in a loop​

This should not happen if the Bot User ID is set correctly. The extension skips any message sent by that user. Double-check that the ID matches exactly the user the AI is replying as.

I get an API error in the logs​

Common causes:

  • Wrong or expired API Key
  • Wrong Model name — check the exact name required by your provider
  • For Custom provider: wrong Custom API Base URL — must not have a trailing slash
  • Your server cannot reach the AI provider's API (firewall or DNS issue)

The Discord webhook is not sending notifications​

  • Make sure the webhook URL is correct and the channel still exists
  • Test the webhook manually with a tool like Postman or curl
  • Check storage/logs/laravel.log for AISupport: Discord webhook failed

Can I use multiple AI providers at the same time?​

No. The extension uses one provider at a time. If you need different providers for different departments, this is not supported in the current version.

Will the AI see attachments in tickets?​

No. The extension only sends the text content of ticket messages to the AI. Attachments are not included.

Is customer data sent to the AI provider?​

Yes — the content of ticket messages (including any personal information customers write) is sent to the AI provider's API. You are responsible for ensuring this complies with your privacy policy and applicable laws (e.g. GDPR). See the disclaimer for details.

Permission denied error when uploading the extension​

chown -R www-data:www-data extensions/

Run this in your Paymenter directory via SSH and try uploading again.