AI Agent
Common questions about Harmony's AI agent behavior, knowledge base, and responses
Does the AI work the same way over email as it does in Slack or Microsoft Teams?
No. Email channels are designed for legacy support and do not support AI-powered responses. AI assistance is only available through Slack and Microsoft Teams.
If your team uses email for support, tickets will still be created and routed correctly, but AI responses will not be generated automatically.
Can I configure the AI agent to ask follow-up questions before creating a ticket?
Yes. Use the Service Catalog to define what information the agent should collect for specific request types.
Go to Settings > Service Catalog.
Create or edit a catalog item for the relevant request type.
Define the fields or questions the agent should ask before proceeding.
This gives you full control over the agent's behavior per request type, without any custom development.
Why can't the AI find information from a PDF I uploaded to the knowledge base?
This usually happens when the PDF contains image-based text rather than selectable text (e.g., scanned documents).
How to check
Hover over the text in the PDF. If your cursor changes to a text selection cursor, the text is readable. If it stays as a pointer, the text is embedded as an image and cannot be extracted.
What to do
Use an OCR tool to convert the PDF to a text-readable format.
Re-upload the converted file to the knowledge base.
Re-test your query after the document has been processed.
PDFs that contain data primarily in tables may not parse correctly. If answers seem incomplete, consider reformatting the table content as plain text before uploading.
Can users view the full conversation with the bot after a ticket is created?
Yes. When a ticket is created, the AI-generated summary appears in the ticket description and the full conversation transcript is included in the ticket body. Users can rely on the summary by default while still being able to review the full interaction when needed.
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