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This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

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What you can do

Choose how AI is paid for and which assistance your workspace can use. Where to find it: AI → AI settings; AI → Usage and costs

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Before you start

  • An owner or administrator with permission to change AI settings.
  • For your own key, an OpenAI account with an eligible model and provider billing.

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Steps

1
Open AI settings and choose Managed or Use your own key under Provider mode.
2
For Managed, review available workspace credits and included plan allowance. For your own key, select an offered OpenAI model and enter the key in the protected API key field.
3
Choose the staff features you need: Staff copilot, Knowledge answers and Audio transcription. Configure customer replies separately.
4
Review the displayed limits and policies, save, then run one small staff request. Inspect its result and Usage and costs.
5
When credits are low, review the available top-up and plan options. If using your own key, check your provider account for its charges and limits.

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Example

A small team starts with managed credits for reply drafts, then chooses its own OpenAI key when it needs to manage provider billing directly.

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Things to know

  • Included credits and prices come from your current plan; do not assume a fixed number of replies per credit. Requests vary in length and model cost.
  • Using your own key bills the provider directly and does not bypass workspace permissions or feature limits.
  • Stored keys are never displayed. Leave the field blank to keep the existing key; never paste keys into conversations.

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What happens next

AI uses the selected workspace provider settings, and usage records let you inspect what was consumed.

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If something goes wrong

  • No model offered or provider unavailable: review Availability and the specific reason before changing settings.
  • Request rejected: check credit balance or provider billing, model access and workspace limits.
  • Setting missing: ask the workspace owner to check your role.

Use AI to help your support team

Draft replies, summarize conversations and research an answer before a person sends it.

Let AI answer customers

Enable customer-facing replies for a chosen scope, with rules for handing work to a person.

Choose a plan and understand your usage

Review prices, staff allowances, conversation usage, storage and AI credits before paying.

Support AI, media and handling reporting

Configure AI funding, assist your team, translate articles and understand usage.