<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- What are AI Abilities?</strong></span></p><p><span style="font-size: 11pt;"><strong>- Creating AI Abilities </strong></span></p><p data-pasted="true"><span style="font-size: 11pt;"><strong>- AI Abilities in Virtual Agents </strong></span></p><p data-pasted="true"><span style="font-size: 11pt;"><strong>- AI Abilities in Runbooks</strong></span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Admin Guides:</strong></span></p><ul><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2328" target="_blank" rel="noopener noreferrer"><strong>AI</strong></a></span></li></ul><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2385" target="_blank" rel="noopener noreferrer"><strong>Connecting AI to Halo</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2137" target="_blank" rel="noopener noreferrer"><strong>Leveraging AI in Halo</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2336/" target="_blank" rel="noopener noreferrer"><strong>Virtual Agents in the Chat Bot</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1630/" target="_blank" rel="noopener noreferrer"><strong>Custom Integrations/Runbooks</strong></a></span></li><li><span style="font-size: 11pt;"><a href="http://usehalo.com/haloitsm/guides/2783" target="_blank" rel="noopener noreferrer"><strong>AI Agents</strong></a> </span><a href="http://usehalo.com/haloitsm/guides/2783" target="_blank" rel="noopener noreferrer"><br></a></li></ul><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><strong><em><span style="color: rgb(226, 80, 65);">Note: If you are looking for information on the AI features Halo has available, this can be found in our guide on </span></em></strong><a href="https://usehalo.com/haloitsm/guides/2699/" target="_blank" rel="noopener noreferrer"><strong><em>Contents of AI Guides</em></strong><strong><em>.<span style="color: rgb(226, 80, 65);"> </span></em></strong></a></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>What are AI Abilities?</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Available from v2.232.1+, an AI Ability is a custom set of instructions that can be sent to an AI to generate a response. These instructions help to keep responses to specific tasks consistent and replicable. On versions prior to v2.236+, AI Abilities only support OpenAI connection. Azure OpenAI, and the Built-in OpenAI connection are available from v2.236+. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><em><strong> </strong></em></p><p><span style="font-size: 14pt;"><strong>Creating AI Abilities</strong></span></p><p>To create your AI Abilities head to Configuration > AI and click the "AI Abilities" button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3OTZiNjIzLWE1MmEtNDNkYS1iN2MyLTI0MWI3ZDE3ODFjOSJ9.yuhB1q0xKLJoHvPhqu7IKNm1XeLybZtzV1m6R_D_CiQ" class="fr-fic fr-fil fr-dib" width="1142" style="width: 1144px; height: 188.377px;" height="188"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 1. AI Abilities button</span></strong></p><p><br></p><p>This will open a screen where you can view your existing and create new AI Abilities. </p><p><br></p><p>When you create a new AI Ability you will need to set a name, connection, and model for your AI Ability to use.</p><p data-pasted="true">For more information on setting your AI connection see our guide on <a href="https://usehalo.com/haloitsm/guides/2385/" target="_blank" rel="noopener noreferrer">connecting AI to Halo</a>. </p><p><br></p><p>From v2.236+, the options to use Azure OpenAI or the Built-in OpenAI connection will also be available. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjZTg1MTNlLWExM2QtNGY3OS05ZDQ4LTgwZThiMTRmZjdjNSJ9.vok8ON603jiOhwBKX49HfumGrsfE7I52mpdcZTFSeu8" class="fr-fic fr-fil fr-dib" width="1140" style="width: 1142px; height: 646.215px;" height="646"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Configuring AI Abilities </span></strong></p><p><br></p><p data-pasted="true">With your AI connected you can set the instructions for your AI Ability to follow. These instructions can include input variables in the format <<variable_name>>, which will need to be specified in the table below. </p><p><br></p><p>If you are using your AI Ability in a Runbook you will want to select "Force JSON response". This will make sure the response provided is in JSON format, allowing successful variable declared in the Runbook. If you force a JSON response you will also need to include the word 'JSON' in the instructions.</p><p><br></p><p>Finally, any variables you are including in your instructions need to be added to the Input Variables table. Click "Add" to set the Name and data type for your variable. Here you will also have the option to set the variable as mandatory, and set a description for the parameter. </p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkOTdiZDFhLWQ3YmQtNGZiZS04MjMyLWUzZjhmMzM4YzFiYiJ9.cTh3DRvZnHPu8xC4xZEPY5T6yGpCrAnQiJd01tgLt2w" class="fr-fic fr-fil fr-dib" width="1183" style="width: 1185px; height: 539.68px;" height="540"></strong></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3. Input Variables table </span></strong></p><p><br></p><p>Now you have created your AI Ability click "Save". This AI Ability can now be used in a Virtual Agent or Runbook. </p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>AI Abilities in Virtual Agents</strong></span></p><p>To set your AI Ability in a Virtual Agent head to Configuration > AI, and click the "Virtual Agents" button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMjc1OGExLWJkZGMtNDRhNy05MDM3LTVkNTcyMjM1MGEzZSJ9.FyJx-zbkux46FnUK69aOtRlc-c69VXRwqhNpbF7puR8" class="fr-fic fr-fil fr-dib" width="1203" style="width: 1205px; height: 226.737px;" height="227"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 4. Virtual Agents button</span></strong></p><p><br></p><p>Here choose or create a new Virtual Agent. </p><p><br></p><p><em><strong>Note: Since built in Virtual Agents cannot use custom functions, they cannot make use of AI Abilities. </strong></em></p><p><br></p><p>Against your Virtual Agent you can add a function with the use "AI Ability". This will show another dropdown where you can select the AI Ability to use. </p><p><br></p><p><span style="font-size: 14pt;"><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4MzRlOGVhLTViNmYtNDlhZS05ZmZmLTAzOGU4YjJkNTZhZCJ9.CWLUJQgCpPJ0nBdLtYgNIeNupLBl7X6cQtAXiy-ISJE" class="fr-fic fr-fil fr-dib" style="width: 1205px; height: 678.246px;" width="1203" height="678"></strong></span></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5. AI Abilities in a Virtual Agent</span></strong></p><p><strong><span style="font-size: 10pt;"> </span></strong></p><p>When the Virtual Agent decides it needs to call the AI Ability function, it will send the prompt to OpenAI which returns a response. The Virtual Agent reads this response.</p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>AI Abilities in Runbooks</strong></span></p><p data-pasted="true">Adding your AI Ability to a Runbook automates and simplifies the creation of Runbook methods. For example, this method can be used for setting a Ticket priority level or emotion detection by replacing the methods in the in-built AI Runbooks.</p><p><br></p><p>To add an AI Ability to a Runbook, head to Configuration > Integrations > Custom Integrations, select the "Integration Runbooks" button. Click a Runbook to edit, or create a new one using the "Add" button.</p><p><br></p><p>Against your Runbook flow you can add or edit a step of type "Action". When the action type is set to "AI Ability" an additional dropdown will show, allowing you to select an AI Ability to use. Selecting this will automatically populate the variable table. You will need to set the value for this to use by selecting a Runbook-level variable from the "Available Variables" list. Runbook-level variables, can be created on the details tab of the Runbook. </p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxNDcyZmFiLWViZjEtNGQzMC1hYTJiLTMzMDQ3MTk3ZjAzOSJ9.XnCs57LldEshsshNsRPoBtvsFlm0VDDZafKBBNdatvU" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 545.319px;" height="545"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 6. AI Abilities in a Runbook</span></strong></p>
