Answyr
| 开发者 | kevonadonis |
|---|---|
| 更新时间 | 2026年11月1日 09:02 |
| PHP版本: | 8.0 及以上 |
| WordPress版本: | 7.0 |
| 版权: | GPLv2 or later |
| 版权网址: | 版权信息 |
详情介绍:
Answyr is AI-powered customer support for WordPress, end to end — from
self-serve AI chat that deflects common questions to AI-assisted replies that help
your agents respond faster. It all runs on one shared AI core, grounded in a
knowledge base you own and control.
- AI Chat — a front-end deflection widget that answers visitors from your knowledge base (with source links) and escalates into a ticket when a human is needed.
- Knowledge Base — a built-in, customizable knowledge base that grounds every AI answer. Keep it internal for the AI and your agents, or publish it for customers with a shortcode.
- AI-assisted agent replies — an AI ticket inbox (Desk) that drafts replies grounded in your knowledge base, with a full ticket lifecycle and a customer portal.
- Ticket lifecycle — open → pending → resolved → closed. Agent replies auto-set pending; customer replies reopen; customers can resolve or reopen from the portal.
- Triage — priority (low/normal/high/urgent), free-form tags, status/priority/tag filters, keyword search, pagination. The inbox is ordered urgent-first.
- Productivity — AI draft-and-vet, saved (canned) replies, internal team-only notes, ⌘/Ctrl+Enter to send.
- Customer portal — inline sign-in, create/see/reply to tickets, Open/Closed filter, 👍/👎 satisfaction (CSAT) on resolved tickets.
- Chat deflection widget — answers from your knowledge base with source links, and escalates to a ticket (with transcript) when needed. Customizable title, welcome copy, placeholder, accent color, and display mode (sitewide or shortcode).
- Brand theming — an accent color themes the chat widget and the customer portal; admin screens stay native.
- Insights — read-only metrics: volume, new tickets (7/30 days), average first-response time, satisfaction, and a by-status breakdown.
- Customizable knowledge base — a native knowledge base grounds every AI draft and chat answer; internal by default, publishable to customers. You can also point the AI at existing content (any post types you choose).
安装:
- Upload the
answyrfolder to/wp-content/plugins/, or install via the Plugins screen. - Activate the plugin. This creates the ticket tables and seeds defaults.
- Go to Answyr → Settings, choose an AI provider, and paste your API key.
- Enable the surfaces you want (Desk is on by default; Chat is off until configured).
- Add the
[answyr_portal]shortcode to a page for the customer portal, and[answyr_chat]if you use shortcode display for the chat widget.
屏幕截图:
常见问题:
Does the AI send replies automatically?
No. Every AI-generated reply is a draft that a human reviews and sends. Nothing is sent to a customer automatically.
Do I need an AI provider account?
Yes — Answyr is bring-your-own-key. You add your own Anthropic or OpenAI API key. No AI calls are made until a key is configured.
Where are my API keys stored?
Keys are stored per-provider and encrypted at rest in your site's database.
What data leaves my site?
Only when you use an AI feature: the ticket/conversation text and excerpts of your own published content used for grounding are sent to your chosen AI provider. See the "External services" section above.
Will uninstalling remove my data?
Not unless you ask it to. By default, deleting the plugin keeps your tickets, settings and keys, so reinstalling picks up where you left off. To erase everything instead, choose "Remove everything" under Settings → Advanced before deleting. Knowledge-base posts are always kept.
更新日志:
1.1.3
Your tickets and settings stay put when the plugin is deleted.
- Improved: Deleting Answyr now keeps your tickets and settings, so reinstalling picks up right where you left off.
- New: Choose what happens when Answyr is deleted under Settings → Advanced: keep tickets and settings (the default), or remove everything.
- New: The Plugins screen shows what deleting Answyr will do. If you have a spare copy installed, such as the free version left behind after installing Pro, deleting it asks first what to do with your tickets and settings.
- New: Tickets by email. Connect Postmark, Mailgun, SendGrid or Resend to your support address and new emails become tickets, while customers' replies land back in their ticket. Out-of-office replies and duplicates are ignored. Set it up under Settings → Tickets → Email.
- Improved: With email turned on, customers can simply reply to Answyr's emails instead of being told replies are not monitored.
- New: A Support Assistant user role that can read tickets and add internal notes, but cannot reply to customers or change anything else. Give it to an outside tool, such as an AI assistant that drafts replies for you to review, through an application password.
- New: Developers can read a ticket's full thread over the REST API, and page and search the ticket list.
- New: Existing Answyr Pro customers can now activate their license from the free plugin — an "Activate a license" option on Settings → AI and the Insights upgrade prompt opens Freemius's activation screen and installs the Pro version automatically.
- New: Configurable intake fields — ask customers for their website, versions, and setup on the support form and portal; each ticket shows a "Customer context" panel, and the AI draft uses it.
- New: The agent reply box is now the full WordPress editor (rich formatting), with matching HTML customer emails and portal replies.
- New: Unresolved-ticket count badge on the Answyr admin menu.
- New: "Waiting on" indicator — tickets and the inbox show Pending agent response / Pending customer response from the last reply.
- New: Chat transcripts attached to a ticket are styled by speaker (customer vs agent).
- Improved: Clearer AI answers — no "Based on the documentation" preface, and chat points customers to open a support ticket instead of naming an outside company.
- Improved: Settings → API Keys nudges you to Save after a successful key test, and warns before you leave with an unsaved key.
- New (Pro): Chat analytics & documentation-gap report — deflection rates, top questions, and the exact questions your knowledge base couldn't answer (ranked, so you know which docs to write next).
- New (Pro): Macros — one-click reply + status + tags.
- New (Pro): File attachments on tickets and replies — stored privately and served only through a permission-checked, signed link.
- New (Pro): AI power-ups — auto-triage (suggested tags & priority), thread summaries, brand voice for AI replies & chat, "turn a resolved ticket into a draft help-center article," and Polish reply (clean up an agent's rough draft).
- AI Chat — a front-end deflection widget that answers visitors from your knowledge base with source links, and escalates into a ticket (with transcript) when a human is needed. Customizable title, welcome copy, placeholder, accent color, and display mode.
- Knowledge Base — a native, customizable knowledge base that grounds every AI answer. Internal by default; publish it for customers with the
[answyr_kb]shortcode. You can also ground the AI on existing content (post types you choose). - Desk — an AI ticket inbox with AI draft-and-vet replies, a full lifecycle (open → pending → resolved → closed), triage (priority, tags, filters, keyword search), saved replies, internal notes, and an Insights dashboard.
- Customer portal — inline sign-in; create, view, and reply to tickets; Open/Closed filter; 👍/👎 satisfaction on resolved tickets. Themed by your accent color.
- Bring your own AI provider key — Anthropic or OpenAI, encrypted at rest. No AI calls are made until you add a key.