Paid add-on. Service is licensed separately from the open-source packages. See pricing
AI features
The AI reply drafts and account briefings included with Odden Service, how to turn them on with your own Anthropic key, and what the model is sent.
Odden Service includes AI features. They are part of the package: there is nothing extra to buy or install, and they need no separate license. They run on your own Anthropic key, so nothing about them is billed by Odden, and with no key every feature falls back to a built-in version.
| Feature | What it does | Without a key |
|---|---|---|
| Draft a reply | In a ticket's reply box, writes a first draft for an agent to read, edit, and post. | The best canned response and help articles |
| AI account briefing | A short written summary at the top of a contact or company, which includes their tickets and SLA breaches. | A rule-based summary |
Turn it on
Set your key in the environment:
ODDEN_AI_API_KEY=sk-ant-...That is all. The panel (getodden/crm-filament) asks the container for the AI implementations, so Draft a reply and the AI Briefing start using the model with no change to your code. The model, timeout, hourly cap, and other settings are the same as for Marketing; see the table in the Marketing AI features page. A site with both add-ons has one key and one set of settings.
On a multi-tenant host such as Odden Cloud the settings are read on every call, so each workspace's own key is the one used.
Reply drafts
The model is sent the ticket's subject, status, and priority, up to six of the latest public messages (never an internal note) with email addresses and long numbers taken out, and the title and start of the published knowledge base articles that match. Never the contact's name, email address, or company: the model writes {{customer}} and the first name is put in afterwards. What customers wrote can still contain names.
The draft is only put in the reply box: an agent reads, edits, and posts it. The greeting and sign-off are added by the package, and the only links in a draft are to your own help articles. A model reply that contains a link is thrown away.
When AI is not used
Any of these returns exactly what the built-in version would have: no key set, the hourly cap reached, the provider unreachable or slow, an error or a refused key, or a reply that is not the expected JSON. The panel never shows an AI error. A failure is logged, never with the key.