Allow Chat Bots like scripting to help chats not require humans.

Idea shared by Jeremy Wesley - 6/8/2023 at 11:21 AM

Under Consideration

I would like to build some ChatBot logic in to the chat area of the app..
Most of the elementary logic I have seen is look for key words, then ask if they are asking about X which matches to the key words, then if they say yes, then ask them for Y, which could be account number, email, or something else.. This helps get the intro chat BS out of the way so that when the agent gets to the chat, the user has already provided a pretty good idea of what they are wanting, and the agent can move quickly..

Next level would be API integration where if they provided an invoice number, the external API would be called and could use that data about the invoice to say its still open or paid. etc.. just an example..

I get that this might be a lot to add to SmarterTrack, but its not impossible to write something external to accomplish this. If its not on your road map, can we get the chat API expanded to fill the gaps that might be missing to let and external Chatbot accomplish this?

Zoho has a chat product that does this..its not AI, its a script that the program follows to ask questions and then take actions against APIs to get things done with out evolving support staff... IE. send the user a reset password request... ( because the user couldn't figure out how forgot password button works..)

At a minimum, if we could interact with the Chat API better, we could build external Chat scripts that could do the heavy lifting. these could be written in power shell or .net apps.

If you like this Idea, Lets Vote this up

Thanks for your support

Jeremy

3 Replies

Reply to Thread

Zach Sylvester Replied

6/8/2023 at 1:34 PM

Employee Post

Hey Jeremy,

Thanks for creating his feature request. This has been sent to upper management for evaluation! Have a great rest of your day and thank you for helping make our products better!

Thanks,

Zach Sylvester Software Developer SmarterTools Inc. www.smartertools.com

Jeremy Wesley Replied

2/6/2026 at 10:45 AM

Any Update on AI Chat Agents that use KB to answer chats then escalate to agent via tickets.
Its 2025 and we have coding agents like Claude Code. Adding features to SmarterTrack does not cost you any where what it use to. Smarter Tools need to get to knocking these out.

I didn't renew my support for smartertrack this year because I do not see anything happening with the dev team. there is No Innovation and time to delivery so way to long. I could rant but thats for another thread.

Add this feature and I'll renew my SmarterTrack support.

echoDreamz Replied

2/6/2026 at 5:27 PM

IMO, SmarterTools, please dont start letting AI write code.. we have enough AI slop in the world without spreading it further. AI written code has already been shown to generate more errors, more vulnerabilities and more problems than its human counterparts.

https://spectrum.ieee.org/ai-coding-degrades

Back to Community Threads

Please leave this box unchecked

Reply to Thread

Enter the verification text