AI Ticket Bot v2.4.3: pick your AI model, sharper Nexus, better handoffs

AI Ticket Bot v2.4.3 is a small release with one thing you can pick up and use right away: you now choose which AI model Nexus runs on. The rest is accuracy work on the AI, escalations that arrive with context, and a fix for ticket claiming and transfer.

Pick your AI model

Nexus no longer runs on a model we picked for you. You can switch it yourself, from wherever you happen to be working:

• In your dashboard, open the AI workspace and go to the Model tab.
• In Discord, run /ai model.

Two models are available today:

• Haiku 4.5, the default on every server. Fast, light on tokens, and the right pick for most support volume.
• Sonnet 5, for servers that want more reasoning on harder questions. It uses roughly 3x more tokens per answer than Haiku, so it is worth watching your usage after you switch.

The choice is per server, and you can switch back at any time. It is not just an AI, it is your AI.

Nexus thinks before it answers

Haiku 4.5 now takes a moment to think before it replies instead of answering straight away. In our testing that one change made a clear difference: it checks its memory far more often, so answers lean on what your server actually taught it rather than on a guess.

Nexus also got better at links. The URLs it hands to your members point where they should more reliably, which matters when your knowledge base is doing the heavy lifting.

Escalations arrive with context

When the AI hands a conversation to a human, that human now gets the story so far instead of a cold ticket:

• Web widget tickets now include the AI's summary of the conversation when it escalates, so whoever picks it up knows what was already tried.
• Channel tickets get that same summary written into the channel topic, visible at a glance without scrolling back through the conversation.

Fixes

• Claiming and transferring work again. Both had rough edges. Claiming a ticket and passing one to another staff member now behave as expected.

Update now

Everything here rolls out automatically, with nothing to reinstall or reconfigure. Your server stays on Haiku 4.5 unless you change it, and the Model tab is waiting in your dashboard whenever you want to try Sonnet 5. The pricing page has the token details. If you missed the last one, it is here: AI Ticket Bot v2.4.1.