Instances

An instance represents a single helpdesk deployment connected to Flexivity AI. Each instance has its own connection, feature configuration, and health metrics. You can manage multiple instances from a single admin console account.

Instance Dashboard

After logging in, the main screen provides a high-level overview of all your connected instances, their health, and recent AI activity.

Instance List

The primary panel displays all instances in your organization as a list or card view. Each instance card shows:

• Instance name — The label you assigned when creating the instance
• Status indicator — A colored dot representing the current connection state
• Deployment type — Self-hosted or cloud-hosted
• Last heartbeat — When the agent or plugin last reported in
• Active features — Icons showing which AI features are currently enabled

Click any instance card to navigate to its detail view.

Summary Bar

A summary bar across the top shows aggregate counts:

• Total instances connected
• Total features enabled across all instances
• Jobs processed today (across all instances)
• Failures in the last 24 hours

Creating a New Instance

To create an instance:

1. Navigate to Instances in the sidebar
2. Click Create Instance
3. Fill in the required fields:
   • Name — A descriptive label for this helpdesk deployment (for example, “Production Helpdesk” or “EU Support Desk”)
   • Deployment type — Choose between self-hosted (you run the agent) or cloud-hosted (Flexivity AI connects directly)
4. Click Create

The new instance will appear with a Pending status. You will be shown the Instance ID and Connection Token needed to configure the connection.

Note: Store the Connection Token securely. It is displayed only once at creation time. If you lose it, you can regenerate a new token from the instance settings, which will invalidate the previous one.

Viewing Instance Details

Click any instance from the Instances list to view its detail page. The detail view is organized into several sections:

Agent Status

Displays the current connection state of the Flexivity AI agent:

• Connection status — Whether the agent is currently connected via WebSocket
• Last heartbeat — Timestamp of the most recent heartbeat received from the agent
• Agent version — The version of the Flexivity AI agent software currently running

Application Information

Shows details reported by the helpdesk plugin:

• Plugin version — The installed version of the Flexivity AI plugin
• Schema version — The database schema version the plugin is using
• Application version — The version of the helpdesk application running on the connected server
• Last plugin check — When the plugin last reported its status

Connection Health

A timeline of recent connection events including connects, disconnects, and heartbeat gaps. This is useful for diagnosing intermittent connectivity issues.

Understanding Instance Statuses

Each instance displays a colored status indicator:

Note: A yellow warning status does not necessarily indicate a problem that requires immediate action. It may be transient — for example, a brief spike in AI processing failures during high ticket volume. If the status persists, investigate the feature health metrics on the instance detail page.

Pending

The instance has been created in the admin console but no agent or plugin has connected yet. To move out of this state, follow the Connecting Your Application guide.

Active

The agent is connected and sending heartbeats on schedule. The plugin has reported its version and configuration. This is the normal operating state.

Disconnected

The agent was previously connected but is no longer sending heartbeats. Common causes include:

• The agent container was stopped or restarted
• A network interruption between the agent and the Flexivity AI cloud
• The server hosting the agent went offline

The agent will automatically reconnect when the underlying issue is resolved. If the instance remains disconnected for an extended period, check the agent container logs on your server.

Error

A configuration issue has been detected that prevents normal operation. Possible causes include:

• An invalid or expired connection token
• A plugin version that is incompatible with the current cloud API
• A database schema mismatch on the helpdesk side

The instance detail page will display a specific error message describing the issue and recommended resolution.

Editing Instance Settings

From the instance detail page, click Settings or the edit icon to modify:

Name

Update the display name of the instance at any time. This change is cosmetic and does not affect the agent connection.

Update Channel

The update channel controls how the Flexivity AI agent receives software updates. Available channels:

• Stable (default) — Receives updates only after they have been tested and promoted. Recommended for production deployments.
• Latest — Receives updates as soon as they are published. Useful for staging or test environments where you want to validate new features early.
• Pinned — Stays on the current version and does not auto-update. Use this if you need to maintain a specific version for compliance or compatibility reasons.

Note: Changing the update channel takes effect at the next agent update check, which typically occurs within a few minutes.

Last Heartbeat and Plugin Check Timestamps

Two timestamps on the instance detail page help you assess connection freshness:

• Last heartbeat — Updated every 55 seconds when the agent is connected. If this timestamp is more than a few minutes old while the instance shows as Active, a connectivity issue may be developing.
• Last plugin check — Updated when the plugin reports its version and configuration to the cloud. This happens on plugin initialization and periodically thereafter. A stale plugin check timestamp may indicate the plugin needs to be updated or restarted.

AI Features

Flexivity AI provides four AI-powered features that enhance your helpdesk. Each feature can be enabled or disabled independently per instance, allowing you to tailor the AI capabilities to each deployment’s needs.

AI Summaries

Automatically generates concise summaries of ticket conversations. When a ticket is updated with new messages, Flexivity AI processes the conversation and produces a summary that helps agents quickly understand the context without reading the entire thread.

Ticket Recommendations

Suggests relevant past tickets when an agent views a ticket. Flexivity AI uses vector similarity search across your ticket history to find tickets with similar issues, resolutions, or patterns.

Note: Ticket Recommendations require Historical Sync to be enabled first. The recommendation engine searches over the knowledge base built by the sync process.

Historical Sync

Processes your existing ticket archive to build a searchable knowledge base. When enabled, Flexivity AI reads historical tickets, generates embeddings, and indexes them for similarity search. This is a one-time bulk operation that runs in the background, followed by incremental updates as new tickets are created.

Enabling and Disabling Features

To manage features for an instance:

1. Navigate to the instance detail page (click the instance from the Instances list)
2. Find the Features section
3. Each feature has a toggle switch — click it to enable or disable the feature
4. The change takes effect immediately

When you enable a feature, Flexivity AI begins processing events for that feature on the next ticket activity. When you disable a feature, processing stops but previously generated data (summaries, recommendations, sync progress) is retained.

Note: Disabling a feature does not delete any data it has produced. Summaries and recommendations already written to your helpdesk database will remain visible to agents.

Feature Configuration Options

Some features have additional configuration settings accessible from the instance detail page:

• AI Summaries — Configure the summary style (concise vs. detailed) and the minimum conversation length that triggers summary generation
• Ticket Recommendations — Set the number of recommendations to display (default: 5) and the minimum similarity threshold
• Historical Sync — View sync progress and trigger a re-sync if needed
• Feedback Analytics — Configure alert thresholds for helpfulness score drops

To access feature configuration, click the settings icon next to the feature name on the instance detail page.

Feature Dependencies

Some features depend on others to function correctly:

The admin console will display a warning if you attempt to enable a feature without its dependencies.