AI Integration

AI Features in PerfexCRM

To set up AI features in PerfexCRM to get ticket summaries, reply suggestions, and text enhancement tools, you will need an OpenAI account with an API key and credits. This feature was added in version 3.3.0 .

Available Features

Ticket Summarization – Get quick summaries of long ticket conversations instead of reading through every message.

Reply Suggestions – AI suggests responses based on the customer’s message and ticket history.

Text Enhancement – Improve your writing with three options: Make More Polite, Make More Formal, or Make More Friendly. Available when replying to tickets or writing knowledge base articles.

Setup Instructions

• Get OpenAI Account
• Visit OpenAI’s website and create an account
• Purchase API credits and generate an API key
• Configure OpenAI in PerfexCRM
• Go to Setup → Settings → OpenAI
• Enter your OpenAI API Key
• Select model, for example: GPT-4o Mini
• Enable AI Features
• Go to Setup → Settings → AI Integration ( General )
• Select Provider: “OpenAI”
• System Prompt: “You are a helpful customer support representative”, adjust this as per your company’s requirements.
• Enable Ticket Summarization: “Yes”
• Enable Ticket Reply Suggestion: “Yes”

How to Use

Open any ticket and look for these buttons:

• “Summarize (AI)” – creates ticket summary
• “Suggest Reply (AI)” – suggests responses
• Text enhancement options when you select text

Optional: Fine-Tuning

For better AI responses tailored to your business, you can train a custom model using your knowledge base articles and predefined ticket replies. Go to Setup → Settings → OpenAI and click “OpenAI Fine-Tuning” . You need at least 10 knowledge base articles for this to work.

Troubleshooting

No AI buttons visible? Make sure you’ve entered your API key, enabled the features under AI Integration -> General Settings , and selected an AI provider.

Error messages? Verify your OpenAI account has available credits and your API key is active.