AI assistant in the staff portal and the customer portal

Your crew in the staff portal and your customers in the customer portal can put questions to an AI assistant. It answers exclusively from the documents you shared with that group in the knowledge base — and from nothing else.

How to share documents is covered in Knowledge base: share documents and write your own articles.

What the assistant in the portals cannot do

This is the most important paragraph of this article. The portal assistant is deliberately far narrower than the chat in your back office:

• It only reads. It cannot create, change, book, or cancel anything.
• It sees no quotes, invoices, notes, event data, shifts, or chat histories — not even those of the person asking.
• It does not know the Univents help articles. It only knows your shared documents.
• Conversations are not stored. Reloading in the same tab keeps the history, nothing more.

If it finds nothing, it says so — and points to a way of reaching you directly instead of guessing.

The AI assistant in the staff portal

How your crew gets there

In the portal, AI assistant sits in the sidebar (on a computer) or in the More menu (on a phone). The portal home page also carries the card Ask the AI assistant — it only appears while the assistant is usable. This applies to both ways into the portal: signed in, and via the token link without a login.

How a question runs

1. The empty page shows up to four titles to tap under ‘The AI assistant knows these documents’.
2. Your crew member types a question, for example ‘When do we meet for the summer party?’.
3. The answer appears as plain text, with a quiet line beneath it: Source: <document title>.
4. Follow-ups such as ‘and until when?’ work via the history. New conversation clears it.

If the answer is not in the crew documents, the assistant says ‘I could not find anything about that in your team’s documents’ and shows the button Ask the team, which leads into messages. If that person cannot write there, it says ‘Please ask your contact directly’ instead.

The AI assistant in the customer portal

How your customers get there

In the customer portal, AI assistant sits in the navigation, both in the overview and inside an event. My events also carries a card that only appears while the assistant is usable.

Why stricter rules apply here

In the customer portal an invented number quickly turns into a supposed commitment. So Univents checks every answer before the customer sees it:

• Every number — amount, percentage, date, time, quantity — has to appear verbatim in a cited document. Otherwise the answer is held back.
• Nothing is calculated. If a shared article says ‘Menu A: 49.00 € per person’, the assistant may quote that amount. It will not give you the total for 80 people.
• Commitment words are blocked — ‘guaranteed’, ‘reserved’, ‘confirmed’, ‘still available’, ‘no problem’, and the like. The assistant cannot promise anything on your behalf.
• Questions about a customer’s own booking — status, invoice, whether a date is still free — go unanswered. For those, the button Ask <your workspace> leads into the event’s messages.
• The answer appears all at once, not typed out. It is shown only once the check has passed.

Below every answer it says: ‘Only what <your workspace> confirms is binding.’ Univents adds that line, not the AI.

When the check bites, the customer does not get half an answer but ‘There is nothing about that in the shared documents’ plus the way to reach you. That is intended: better one question too many than a number that is wrong.

Setting it up in four steps

1. In the knowledge base, create at least one document and share it with crew or customers.
2. Wait until its status reads Ready.
3. In the card AI assistant in the portals, check that the channel is on, and set the monthly cap and the daily limit.
4. Click Test as crew or Test as customer and ask two or three real questions yourself.

The portal status at the top of the page tells you per channel whether it is running — and if not, what is holding it up: no shared document, channel off, monthly cap reached, or AI credit below the reserve.

Limits your people will see

Neither your crew nor your customers ever see amounts, monthly caps, or credit balances — only you in the back office.

Stopping it immediately

In the card AI assistant in the portals, turn off the switch for that channel. It takes effect instantly for everyone currently in the portal. You do not have to touch any sharing options; you simply switch the channel back on later.

Frequently asked questions

Does the assistant see who is asking? It knows the question comes from your workspace’s crew or customer channel. It does not read that person’s personal data, events, or bookings.

Can a customer reach internal documents through the assistant? No. Customers only ever get documents explicitly shared with customers. Crew shares and internal documents are unreachable from the customer channel.

What does it cost? A question costs a few cents and runs on your AI credit. Details and the reserve rule are in Knowledge base: share documents and write your own articles.

Can I see what was asked? No. Univents only counts how many questions were asked in a month and how many of them were held back. The content is not stored.