User guide
Sol AI Assistant
Looking for what it does rather than how to use it? Read the Sol, the AI assistant overview .
Sol is the assistant built into every Solidlio portal. It answers questions about your own records by reading them live, and it is bounded by the same permissions that govern the rest of the product.
Concepts
| Concept | What it means |
|---|---|
| Conversation | A thread owned by one person. Threads are private to the person who created them. |
| Context | The record a conversation is pinned to (a ticket, asset, project, invoice, …), resolved into the prompt. |
| Portal level | platform, msp, organization or customer — derived from your session, decides which tools exist. |
| Tool | A read operation Sol may call (e.g. get_ticket, list_assets). 23 tools across 14 domains. |
| Grounding | The knowledge-base search Sol runs each turn. Its status is reported with the answer. |
| AI credits | The metered allowance a turn is charged against before it runs. |
Roles and permissions
Sol carries no role floor — it is available to every authenticated user in every portal, including customers. What differs is the tool set and the context detail.
| Portal | Tools available | Ticket internal notes | Change / project / monitoring / purchasing context |
|---|---|---|---|
| Platform | Full set | Yes | Yes |
| MSP | Full staff set | Yes | Yes |
| Organization | Org staff set | Yes | Yes |
| Customer | Customer-safe subset | No | No — falls back to the general assistant |
If the portal cannot be determined from your session, Sol treats you as a customer. This is deliberate: an unknown caller gets the least privilege.
Walkthrough — asking about a ticket
- Open any ticket (
MSP → Tickets → <ticket>orOrg → Tickets → <ticket>). - Open the Sol panel from the layout.
- Sol pins the conversation to that ticket. Ask, for example, “summarise where this stands and what’s blocking it.”
- Sol charges the turn, searches the knowledge base, calls the ticket tool, and streams back an answer with its sources listed.
If the knowledge base could not be reached, the answer still arrives — but it is marked as ungrounded rather than presented as if nothing matched.
Walkthrough — asking with a screenshot
- In the Sol input bar, use the attach control and pick an image.
- Send your question with the image attached.
- Sol reads the image as part of the question.
Accepted for visual analysis: PNG, JPEG, GIF, WebP. SVG files can be attached and will display in the transcript, but are not sent for analysis. PDFs and video can be attached but are not analysed visually.
You can only attach files you uploaded yourself. An attachment reference that does not belong to you is rejected.
Configuration
| Setting | Where | Effect if unset |
|---|---|---|
| Plan AI credit allowance | Plan tier | Free-tier floor applies |
| Org access to MSP credits | Account policy, per feature group | The organization uses its own allowance |
Troubleshooting
| Symptom | Cause |
|---|---|
402 AI_CREDIT_LIMIT_EXCEEDED | The paying account is out of AI credits for this billing period. |
402 AI_ACCOUNT_CONTEXT_REQUIRED | The session carries no billable account. Only platform admins may run without one. |
403 AI_FEATURE_NOT_ON_PLAN | The plan does not include this AI capability. Response carries an upgrade offer. |
| “One or more attachments are not valid uploads for this conversation.” | An attachment key was referenced that you did not upload. |
| The answer arrives but is marked ungrounded | The knowledge-base search failed. The answer is from context and tools only. |
| Sol declines a question | The model’s safety classifiers refused. Rephrase, or contact support if it looks wrong. |
| A reply is cut short mid-sentence | The turn hit its output budget. Ask for a narrower answer. |
Limits and known behaviour
- Sol reads your data; the only write it performs is creating a ticket.
- Conversations are private to one person and cannot be shared.
- Rename, pin, archive and delete work over the API but have no control in the panel yet, so pinned and archived threads cannot currently be produced from the UI.
- Sol’s per-record tools for MSP staff resolve against the MSP’s own organization. Use the client tools for questions spanning managed clients.
- A person who belongs to more than one organization can open a conversation created in another of their organizations by its id; new messages in it ground against the portal they are currently in.