AI Settings FAQ

Common questions about configuring the AI agent in Junto.

How do I access AI settings?

Navigate to Settings > AI Settings from the sidebar. You must have an Admin or Owner role to view and modify agent configuration. The page has two sections: Configuration and Toolsets.

What are Custom Instructions?

Custom Instructions let you guide how the agent behaves when handling tickets. These instructions influence the agent's responses and behavior. Examples include directing the agent to use a formal tone, prioritize security-related tickets, or escalate when uncertain.

What is Organization Knowledge?

Organization Knowledge is background context about your MSP that the agent uses when troubleshooting. You can provide details such as your cloud provider, primary ticketing system, business hours, and critical systems.

How do I show system timestamps in my timezone without changing times stated by customers?

Add your timezone preference to Organization Knowledge under Settings > AI Settings. Specify the timezone and which timestamps the instruction applies to. For example:

When presenting timestamps from system data or tool output, use US Central Time (America/Chicago), with the correct CST or CDT offset for the date. Preserve times stated by customers in the timezone they used. Do not rewrite existing customer ticket text or time entries just to convert a timezone. Use UTC if I explicitly ask for it.

This guides the agent's responses; it is not a bulk conversion of your ticket data.

Does the General Assistant remember my previous chats?

The General Assistant (Explore) does not currently carry conversation history from one chat into a new chat. Each conversation is a separate session. Start a new session for fresh conversation context, or reopen an existing session to continue that discussion. You do not need a special "forget previous chats" instruction.

Your configured Organization Knowledge and company settings still apply. See General Assistant sessions.

Can I configure agent settings per client company?

Yes. Organization-level settings apply to all tickets by default, but you can also configure company-level agent settings on individual company detail pages. Company-level settings supplement (not replace) the organization settings.

What are Toolsets?

Toolsets are grouped collections of tools organized by integration. Each integration provides tools that the agent can use. The Toolsets section shows a summary table with total tools, how many are enabled, and their categorization (Read, Write, Execute).

How do tool approval policies work?

Each tool has an approval mode:

• Requires Approval -- A human must approve every use.
• Session Approval -- Approved once per session, then reusable without further prompts.
• Auto-Approved -- The agent can use the tool freely.

Adjust policies on the individual toolset detail pages.

Who can change agent settings?

Only users with the Admin or Owner role.

Do changes take effect immediately?

Yes. Updated Custom Instructions and Organization Knowledge apply to subsequent agent interactions immediately.