Built as an extension of the AI Prompter module, AI Support Agent automatically generates and sends AI-powered responses to new tickets and subsequent customer replies, helping your support team handle incoming requests more efficiently. The module gives you extensive control over how AI participates in your support workflow. You can choose which staff member the AI agent should act as, exclude selected support departments from AI handling, and configure separate AI Prompter prompts for new tickets and customer replies. Configurable initial and subsequent reply delays allow responses to be timed more naturally, with support for multiple delay values for randomized timing. AI Support Agent also includes safeguards that help you decide when AI should—and should not—respond. Messages marked as sensitive can be excluded from AI processing, while a configurable AI stop word can prevent a response from being sent when the AI determines that it cannot provide an appropriate answer. Ticket tags can be automatically added to identify conversations handled by AI, and a separate stop-handling tag lets your staff easily take a ticket out of the automated workflow whenever human assistance is required. For cases that require human attention, the module provides a dedicated AI escalation workflow. You can instruct the AI to return a predefined AI Escalate word or phrase whenever it determines that a ticket should be handled manually. When the AI response exactly matches this value, the module does not send the response to the customer and instead triggers the configured escalation action. The ticket can automatically receive a designated Escalate tag, making escalated cases easy to identify, and an Escalate macro can be executed to perform additional predefined ticket actions. By combining automated ticket handling with the flexibility of AI Prompter, AI Support Agent helps reduce repetitive support work while giving your team control over where and how AI is used.