Mojo Helpdesk Felix AI: Your AI-Powered Support Assistant

What is Felix AI?

Felix AI (previously known as the Mojo AI Copilot) is Mojo Helpdesk’s built-in AI assistant. It helps agents respond to tickets faster and be more efficient.

Mojo Helpdesk Felix AI Features

Suggest answer: Drafts a reply based on the ticket thread and available knowledge base content.

Improve draft: Refine drafts with one click. Rephrase, Shorten, Elaborate, More Formal, and More Friendly.

Suggest a KB Article: Surfaces the most relevant knowledge base articles using advanced semantic search, even if the customer doesn’t use exact keywords.

Ticket Summary: Summarizes the ticket thread so agents can catch up in seconds, with key details listed:

  • Issue
  • Customer Context
  • Agent Actions
  • Resolution Status

Sentiment Analysis: Instantly detects the tone of the customer’s message, highlighting:

  • Emotional Indicators
  • Conversation Tone
  • Key Phrases

How to enable Felix AI

To begin using the Felix AI, a help desk admin must enable the feature.

  1. Click on the waffle icon on the upper right
  2. Select Account administration
  3. Navigate to Felix AI
  4. Toggle Felix AI to enable or disable

Once enabled, the knowledge base articles are synchronized with Felix AI to power the response suggester feature. This enables agents to provide better answers based on the organization's knowledge base content.

Tips for better Felix AI results

The knowledge base plays a central role in how Felix AI generates responses so maintaining a strong KB is essential. It ensures responses are accurate, consistent, and aligned with team standards.

Here’s how to get the best results:

  • Create KB articles for common questions.
  • Review and update articles regularly.
  • Well-written content helps the Felix AI generate better suggestions.