Get your AI chatbot answering customers
Activate the Artificial Intelligence app, decide how the AI is paid for, and switch the chatbot on. From then on it can reply to people on its own.
This is the starting point for everything AI in Vera.Support. Work through it once, before you train the chatbot or turn on any of the other AI features.
Step by step
Activate the app
Go to Settings > Apps and click Active on the Artificial Intelligence app. Nothing AI-related appears in your panel until this is done.
Choose your sync mode
Open Settings > Artificial Intelligence > OpenAI > Sync mode. Automatic is ready to use with no API key and runs on credits you top up. Manual means you supply your own OpenAI API key at Settings > Artificial Intelligence > OpenAI > API key and pay OpenAI directly.
Switch the chatbot on
Tick Settings > Artificial Intelligence > OpenAI > Chatbot and save. This is the setting that lets the AI actually reply to your customers.
Try it in the playground
Open the Chatbot area from the smile icon in the left menu and use the playground there. Ask it a few questions the way a customer would, before real people meet it.
Give the bot a name
Your customers see a name on every reply. Change it at Settings > Users > Bot name.
Settings reference
| Setting | What it does |
|---|---|
| Sync mode | Decides whether the AI runs on credits you top up (Automatic) or on your own OpenAI API key (Manual). |
| API key | Where you paste your own OpenAI API key, needed only in Manual sync mode. |
| Model | At Settings > Artificial Intelligence > OpenAI > Model, picks which AI model writes the replies. The list holds both ChatGPT models and DeepSeek models. |
| Chatbot | Turns the AI chatbot on so it replies in conversations. |
| Troubleshoot problems | Checks your AI setup and reports what is stopping the chatbot from replying. |
| Bot name | The name shown to customers on chatbot replies, found at Settings > Users. |
Good to know
Automatic mode spends credits
In Automatic sync mode, AI usage runs on credits you top up. Manual mode does not consume credits, because you are billed by OpenAI instead.
Choosing the model
Left on Default, the chatbot uses gpt-5-mini. To pick another, open Settings > Artificial Intelligence > OpenAI > Model. Alongside the ChatGPT models you will find two DeepSeek models: deepseek-v4-pro and deepseek-v4-flash.
DeepSeek sits under the OpenAI menu
The section is named OpenAI, but the Model list is not limited to ChatGPT — the DeepSeek models are in the same dropdown. There is no separate DeepSeek section to look for, and no DeepSeek key to enter.
Several messages, one answer
When a customer sends a few messages one after another, they are treated as one message and get a single reply. This is normal, not a missed message.
When it says nothing
If the chatbot is not replying, start at Settings > Artificial Intelligence > OpenAI > Troubleshoot problems.
Test before you launch
The playground lives in the Chatbot area, reached from the smile icon in the left menu. Use it to see the replies your customers would get.
Common questions
Do I need an OpenAI API key?
Which mode should I pick?
Which AI model does the chatbot use?
Can I use DeepSeek instead of ChatGPT?
The chatbot is on but not replying. What now?
Can I change the name customers see?
Is the AI part of my plan?
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