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Configuring Chat Quick Actions in ServiceAI

Jeff
  • Updated

Chat Quick Actions are a configurable strip of one-click prompt buttons that appear on the ServiceAI chat home page. Each button sends a pre-written prompt into a new AI Chat conversation, so technicians and admins can jump straight into the queries they run most often without retyping them. Chat Quick Actions are configurable per-tenant and use the same configuration model as Pod Quick Actions.

This article covers how Chat Quick Actions appear in AI Chat, how to add and edit them, and the defaults that ship with the May 2026 release.

Why Chat Quick Actions

Before this release, the prompt buttons on the AI Chat home page were a fixed set of options chosen by ServiceAI. That worked for the most common workflows, but different MSPs lean on AI Chat for different starting points — a service desk manager looking for flagged tickets at the start of every day, a security-focused team scanning for security alerts, an account manager checking on at-risk customers.

Pod Quick Actions already let admins customize the equivalent buttons inside the PSA pods. Chat Quick Actions bring the same pattern to the standalone chat home page, so:

  • The fastest path into AI Chat is tuned to your team's workflows rather than the platform's defaults
  • Admins can rename or replace any prompt button without filing a feature request
  • The chat experience and the pod experience stay consistent — what your techs see as a quick action in a Zendesk or ConnectWise pod can be mirrored on the chat home page

Where Chat Quick Actions Appear

When you sign in to ServiceAI and land on the AI Chat home page, the chat input is preceded by a row of Chat Quick Actions pills. Each pill is a labeled button that, when clicked, opens a new AI Chat conversation with the action's prompt already submitted as the first message.

Chat Quick Actions are visible to every user who can see the chat home page. Authoring is restricted to admins.

Clicking a pill behaves exactly like typing the prompt yourself — the same tool-driven workflow applies, the same Related Sources sidebar updates as the response is generated, and the conversation gets its own URL that you can bookmark or share.

Configuring Chat Quick Actions

  1. Log in to ServiceAI and navigate to Settings > AI Behavior > Chat Quick Actions
  2. Use the grid to manage your actions:
    • Click Add in the top right to create a new action
    • Use the row icon buttons to Edit or Delete an existing action
    • Drag and drop rows to change the display order on the chat home page (the topmost row is the leftmost pill)
  3. For each action, set:
    • Label — the short text shown on the pill (kept brief so multiple pills fit on one row)
    • Prompt — the message AI Chat receives when the pill is clicked. This is the full first message sent to the conversation, so write it the way you would actually phrase the question in chat
  4. Click Save Changes to apply the configuration

Changes take effect the next time a user opens the chat home page or refreshes the page.

If you want to revert to the shipped defaults, click Reset to Defaults at the top of the Chat Quick Actions page. The reset takes effect immediately. To start from the defaults and tweak a single action, click Reset to Defaults first, then edit individual rows.

Defaults Shipped with the May 2026 Release

Each tenant ships with the following Chat Quick Actions out of the box. These replace the previously hard-coded prompt buttons on the chat home page:

  • Show Flagged Tickets — "Show flagged and open tickets ordered by low user RPS."
  • Show Flagged Customers — "Show customers with flagged open tickets ordered by low company RPS with brief description of their issues."
  • Show Security Alerts — "Show any open tickets that are related to security problems."

You can edit, reorder, or delete any of these defaults, and you can add as many additional Chat Quick Actions as your team needs.

Tips for Writing Effective Quick Actions

Chat Quick Action prompts work best when they are specific about the desired output. Some guidelines:

  • Keep prompts small and precise. A focused prompt produces a focused answer — "Show open tickets with low user RPS opened in the last 7 days" gives the AI a clear target
  • Target a common workflow. Reserve Chat Quick Actions for queries your team runs frequently. One-off questions are better typed directly into chat
  • State the deliverable. "List the five companies with the lowest RPS this week and summarize their open issues" tells the AI exactly what to return
  • Lean on the agentic tools. Prompts that benefit from ticket lookups, similar-tickets search, or KB references will leverage the full AI Chat toolset automatically
  • Match labels to prompts. The label is what users will scan, so keep it short and descriptive of the result — "Flagged Customers" rather than "Run Customer Query"

Treat the shipped defaults as starting points. Watch which actions your team actually clicks, retire the ones that go unused, and add new ones around the queries your team types most often into AI Chat.

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