PD AI Assistant rules turn supported ticket or order events into proposed text for staff to review. Start with Suggest mode so the generated reply or assessment can be checked before an action is applied.

Check the intended event

Open PD Modules → PD AI Assistant → Settings → Advanced → Automations. Confirm the intended provider is connected before creating a rule. For ticket rules, review Settings → Data & privacy → Ticket AI mode too; Off prevents the native ticket context from being used.

The available When choices are A support ticket is opened, A customer replies to a ticket and A new order is placed. These are specific workflows, not a general scheduler for arbitrary email, provisioning or payment operations. Ticket events depend on Support Manager, and new-order events depend on the Order plugin being present in this installation.

Create the rule deliberately

1. In New rule, enter a recognisable Name.
2. Choose the supported event under When.
3. Set Mode to Suggest — I review before it’s used.
4. Write a focused Instruction for the AI, such as producing a concise first reply based on the ticket’s actual question.
5. Review the instruction, mode and existing rules before choosing Create rule.
6. Check the saved rule’s fields and on/off state in Rules.

Creation enables the rule. It is not saved as an inactive draft first. Already queued events may be processed using the rules enabled when processing runs, so plan the change before creating it.

Review the generated result

Normal scheduled processing produces suggestions. Review them under To review in Automations or Pending actions in Assistant, then compare the target and text with the original task before Apply.

For a new-order rule, the applied assessment is saved as a staff note on the client, with the order identified. Do not look for an order-notes field or assume the assessment accepts or rejects the order.

The rule’s Auto — apply automatically option is different from Ticket AI mode → Auto-draft. Auto rules can apply the resulting action, while the built-in Auto-draft workflow leaves a reply waiting for review. Do not choose Auto merely to see whether the provider connects.

A rule can be edited or disabled later. Neither a saved rule nor a generated suggestion proves the final customer-facing action has happened; check the actual record after an authorised Apply.

See the PD AI Assistant Blesta guide for related tasks, or explore PD AI Assistant.