Rename the SuperIT agent, choose its spelling, and give it standing facts about a team
Settings → General → AI assistant sets three things about the SuperIT agent for a team: the name it uses (AI Agent Name), the English spelling it writes in (Language), and background facts about the team (Team Context).
These docs call the agent SuperIT. Each team or service provider can rename its agent with AI Agent Name, so in your app, and in your end users' chats and ticket notes, the agent may appear under a different name. It is the same agent.
When a new service provider admin first opens the onboarding chat, SuperIT asks what they would like to call it. The name they choose is saved as AI Agent Name, and you can change it here later.
Before you begin
- You need the Admin role on the team.
Step 1: Open the AI assistant tab
- Switch to the team in the team switcher.
- Go to Settings → General and open the AI assistant tab.
Step 2: Change the settings
| Setting | What it does | Limits |
|---|---|---|
| AI Agent Name | The name the agent uses for itself in chats and ticket notes. Leave it blank to use the default name. On a service provider team, the name applies to every managed team. | Up to 64 characters, one line. |
| Language | "Sets the spelling the AI assistant uses for this team." Options: English (Australian) and English (American). | Two options only. |
| Team Context | "Background about this team the AI should know — their standard hardware, software, escalation contacts. Facts, not instructions to carry out." | Up to 2,000 characters. |
Select Save Changes.
What Team Context is for
Write facts, not tasks. For example: "Acme runs macOS on Cisco AnyConnect. Escalate anything payroll-related to Dana."
SuperIT reads Team Context as background when it triages and investigates that team's tickets. SuperIT is told to treat Team Context as background facts, not instructions, so don't put instructions there.
To tell SuperIT how to classify tickets (which category, priority or status to choose), use Custom triage instructions instead. See Ticket automation.
How managed teams inherit these settings
| Setting | On a managed team |
|---|---|
| AI Agent Name | Inherited from the service provider team and read-only: "This is set by your service provider and cannot be edited here." |
| Language | Copied from the service provider team when the managed team is created. After that, the managed team's admins can change it. |
| Team Context | Each team has its own. Not inherited. Both the service provider's admins (as members of the managed team) and the managed team's own admins can edit it. |
Verify it worked
Reload the page. The fields show the saved values. On a managed team, AI Agent Name shows the service provider's name. In new chats and ticket notes, the agent uses the new name and spelling (for example "organise" or "organize").