Automating Case Updates

Nextian enables automated case updates generation with AI to improve the efficiency of customer support teams. Key features include:

• Support for multiple GPT models.
• Configurable prompt templates.
• HTML and RTF output formats supporting emails and Salesforce Chatter.

To generate a case update with AI:

1. Open case details.
2. Click AI Generate Order Update.
3. A dialog appears:
   1. Select GPT model, e.g. gpt-4o.
   2. Choose a primary prompt.
   3. Select output type (HTML or RTF).
   4. Review and modify the prompt as needed.
4. Click Send to process the input through the AI API.
5. Edit the output or use secondary prompts to refine it (similar to a ChatGPT conversation).
6. Once the output is ready, the following actions can be taken:
   1. Save as Comment – Saves the output as a public Chatter comment, which will be immediately visible in the Customer Portal (if enabled).
   2. Copy to Clipboard – Copies the output for use in an email client, word processor, or other tools.

The Reset Conversation button functions like the ChatGPT reset conversation command — it resets everything to the starting point, including the AI context and UI.