About this plugin
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.
Bring your own AI provider key (Anthropic or OpenAI). Keys are encrypted at rest.
Features
- 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).
AI providers
Anthropic and OpenAI ship built-in. You configure your own API key per provider
and choose the active provider/model in settings. The architecture is
multi-provider by design, so additional providers can be registered.
External services
Answyr sends data to a third-party AI provider only when you have
enabled an AI feature (draft-and-vet or the Chat widget) and configured that
provider’s API key. It is “bring your own key” — no AI calls are made until you
add a key, and only the provider you select as active is contacted.
What is sent, and when:
- When an agent requests an AI draft, or a visitor asks the Chat widget a question, the plugin sends the relevant ticket/conversation text and excerpts of your own published content used for grounding to the active AI provider, and receives a generated reply.
Which service: the provider you configure as active —
- Anthropic (Claude) — used when Anthropic is the active provider. Requests go to api.anthropic.com.
com/legal/commercial-terms
com/legal/privacy
- OpenAI — used when OpenAI is the active provider. Requests go to api.openai.com.
com/policies/terms-of-use
com/policies/privacy-policy
No data is sent to these services unless you enable an AI feature and provide a key.