Customer AI and guidelines
Choose the AI model (the platform's or your own gateway) and give it your context through versioned guidelines.
Everything happens in Settings → AI. This setting is used by the AI Assistant, pre-diagnostics and the connector helper.
The model
| Choice | Effect |
|---|---|
| Platform AI | The model supplied with FirstSI; the default |
| AI specific to this customer | Your own OpenAI-compatible gateway (vLLM, LiteLLM, Ollama…) |
For your own gateway, you need the address (Gateway address (usually ends with /v1)), the Model name and an Access token. The token is encrypted and never shown again. A public address must use https://. An address on the internal network can only be declared by the platform administrator.
Test asks for the list of models, then for a short answer, with 60 seconds at most. Return to the platform AI deletes your gateway.
Pick a model that can call tools ("function calling") and has a large context window: the assistant reads a lot of data before answering.
The guidelines
AI guidelines give the AI what it cannot guess by reading your data. They come in four sections:
| Section | Example |
|---|---|
| Company context | "Branch offices connect to head office over VPN; meeting-room computers are shared." |
| Vocabulary and applications | "'accounts' = the finance ERP; 'RO' = regional office." |
| Known leads | "After a password change, think of phones that sync email." |
| Writing the answers | "Short answers, for a technician; never suggest restarting a server during the day." |
Each section accepts 2,500 characters, 6,000 in total. Short, concrete sentences are followed better. You choose what they apply to (AI Assistant, Ticket pre-diagnostics, or both). They are added to FirstSI's base rules, which always have the final say.
Try before saving
In Try before saving, ask a question and click Compare without / with: the assistant answers twice, without and then with the guidelines you are editing. Allow one to three minutes.
Versions
Each Save a new version creates a version, with a Version note if you want to explain the change. The version history keeps the last 50. Return to this version deletes nothing: it creates a new version identical to the old one. Everything is recorded in the audit log.
Source: · FirstSI Docs · updated 2026-10-10