The module is free and has two modes. Managed by NexTool, the recommended mode and the default on new installs, needs no key and no account with an AI provider: NexTool picks the model for each function and you pay in Brazilian reais with prepaid credits bought in the portal, which offers a free trial. With your own AI key, you use OpenAI, Google Gemini or Anthropic Claude and pay the provider directly; each provider keeps its own key.

Some functions are only available in managed mode. Automatic triage adds a private follow-up with a possible path as soon as the ticket is opened. AI classification follows rules you define (source, entity, the category the ticket arrives with, type, requester group, words in the text; on opening or reopening) and picks the category, type, urgency and impact, with a simulation before applying. Urgency only goes up, never below what the requester set. Without confidence, the ticket goes to human triage, and the decision is recorded in a private note. Category analysis suggests a comment and keywords for each category.

Each feature is turned on separately and granted per profile. By default, names, email addresses, phone numbers and CPF/CNPJ numbers are replaced with placeholders before anything is sent to the AI. With your own key, you set a monthly token limit; in managed mode, the cap is your credit balance.