Foqal introduces five integrated AI features—AI Assist for instant request summaries and sentiment insights, Ask AI for conversational ticket actions, AI Writing Tools that suggest, edit, translate, and convert responses into knowledge articles, Auto Priority that automatically assigns urgency, and Knowledge Builder that generates draft knowledge‑base content from resolved tickets—available now by opt‑in, with data never used to train external models and fully controllable via account settings.
This week, Foqal is rolling out five new AI-powered capabilities — built directly into the workflows your team is already running.
These aren't standalone AI tools you have to switch to. They live inside the requests, queues, and automations your team uses every day, and they're designed to reduce the number of manual decisions and repetitive steps that slow your team down.
Here's what's new:
AI Assist gives your agents an instant read on any request — automatic summaries of conversation history, sentiment signals, and satisfaction estimates — so no one has to read through an entire thread to understand what's happening or how the requester is feeling.
Ask AI lets your agents interact with tickets directly. Ask it questions about the request, pull relevant policies or documentation, or take actions — close a ticket, update a tag, draft a response — through a natural conversation. It's available right from the ticket view.
AI Writing Tools suggest responses as your agents type, based on the context of the open request and how your team has responded to similar situations before. Once a draft is ready, your agents can adjust tone, expand or shorten it, correct grammar, or translate — in a click. And when a request is resolved, one button turns that conversation into a knowledge base article, so documentation writes itself.
Auto Priority reads the content of incoming requests and assigns urgency automatically — so Critical requests get routed and escalated immediately, without waiting for an agent to manually assess them first.
Knowledge Builder reviews your resolved conversations on a recurring basis and surfaces draft knowledge base articles based on what your team is actually handling. Your knowledge base stays current without anyone having to dedicate time to it.
All five features are available now by opt-in. Your data is never stored or used to train external AI models, and you can turn any feature off at any time through your account settings.
About Foqal: Foqal is the Slack-first operations platform that turns conversations into automated workflows for IT, support, and operations teams. Built natively for Slack and Microsoft Teams, Foqal captures every request automatically, routes it to the right person, and gives teams the reporting to prove their operational impact — without asking anyone to change how they work. Learn more at foqal.io.
Press contact: press@foqal.io
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