=== Answyr ===
Contributors: kevonadonis
Tags: ai support, helpdesk, ai, support ticket, ai chatbot
Requires at least: 6.0
Tested up to: 7.0
Requires PHP: 8.0
Stable tag: 1.1.1
License: GPLv2 or later
License URI: https://www.gnu.org/licenses/gpl-2.0.html

AI-powered customer support for WordPress — an AI chat widget, a knowledge base you control, and AI-assisted replies for your agents.

== Description ==

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.
  Terms: https://www.anthropic.com/legal/commercial-terms
  Privacy policy: https://www.anthropic.com/legal/privacy
* **OpenAI** — used when OpenAI is the active provider. Requests go to api.openai.com.
  Terms: https://openai.com/policies/terms-of-use
  Privacy policy: https://openai.com/policies/privacy-policy

No data is sent to these services unless you enable an AI feature and provide a key.

== Installation ==

1. Upload the `answyr` folder to `/wp-content/plugins/`, or install via the Plugins screen.
2. Activate the plugin. This creates the ticket tables and seeds defaults.
3. Go to **Answyr → Settings**, choose an AI provider, and paste your API key.
4. Enable the surfaces you want (Desk is on by default; Chat is off until configured).
5. Add the `[answyr_portal]` shortcode to a page for the customer portal, and `[answyr_chat]` if you use shortcode display for the chat widget.

Requires WordPress 6.0+ and PHP 8.0+.

== Frequently Asked Questions ==

= 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? =

Deleting the plugin removes its tables, settings, and stored keys. Your authored knowledge-base posts are left intact.

== Screenshots ==

1. Desk inbox with triage, filters, and search.
2. Ticket detail with AI draft-and-vet and internal notes.
3. Customer portal — tickets, replies, and satisfaction rating.
4. Chat deflection widget answering from the knowledge base.
5. Insights dashboard.
6. Settings — providers, chat widget, and saved replies.

== Changelog ==

= 1.1.1 =
* **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.

= 1.1.0 =
New free features across Desk + Chat, plus the first premium tier (Answyr Pro).

* **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).

= 1.0.0 =
Initial public release.

* **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.

== Upgrade Notice ==

= 1.1.1 =
Adds a way for existing Answyr Pro customers to activate their license from the free plugin (Settings → AI), which installs the Pro version automatically.

= 1.1.0 =
Free: configurable intake fields, a WordPress-editor reply box, an unresolved-ticket menu badge, a waiting-on indicator, styled chat transcripts, and clearer AI answers. Also introduces Answyr Pro — chat analytics, a documentation-gap report, macros, file attachments, and AI power-ups.

= 1.0.0 =
Initial public release of Answyr — AI chat deflection, a knowledge base you control, and AI-assisted agent replies over one shared AI core.
