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Context Awareness

When you use the ZAI chat from within a ConnectWise ticket, the system automatically knows which tenant you're working with.

How Context Works

When viewing a ConnectWise ticket with the ZAI pod, the chat interface receives:

Context Item Source Purpose
Company ID ConnectWise ticket Links to correct client
Tenant ID Client configuration Targets correct M365 tenant
Ticket Number Current ticket Provides ticket context

This means you don't need to specify the tenant for every query.

Example: With Context

When working from a ticket for Contoso:

You: List users

AI: [Lists users from Contoso's M365 tenant automatically]

The bot knows to query Contoso's tenant because you're viewing a Contoso ticket.

Example: Without Context

In standalone mode (no ticket):

You: List users

AI: [May ask which tenant, or use a default if configured]

What Context Enables

With ticket context, these queries work without specifying the tenant:

  • List users - Lists users in the ticket's tenant
  • Show licenses - Shows licenses for the ticket's tenant
  • Get tenant details - Gets info about the ticket's tenant
  • Run workflow - Runs workflow targeting the ticket's tenant

Context Limitations

Context provides the tenant for queries, but:

  • You still need to specify user email addresses for user-specific queries
  • You still need to provide workflow parameters
  • Context doesn't remember previous queries in the conversation

Best Practice

Always work from within a ticket when possible. This ensures:

  • Correct tenant is automatically selected
  • No risk of running operations in the wrong tenant
  • Audit trail links actions to tickets

Next Steps