Using the Chat Interface

SonicWall AI for Monitoring & Insights (Sami) provides a conversational interface that enables administrators to interact with SonicWall documentation, troubleshooting guidance, and supported management services through a chat-based experience. Users can submit natural-language queries and receive contextual responses within the chat window.

When you launch Sami, the chat window opens and displays a welcome screen with commonly used query suggestions to help users quickly begin interacting with Sami. These suggested prompts help users start a conversation without having to formulate a query from scratch.

You can:

• Select a suggested prompt to automatically populate and submit the query to begin the conversation.

• Enter a custom question in the message box.

• Submit the query using the Send button.

To interact with Sami

1. Type your question in the message box.

2. Click the send icon to submit the query.

   Sami processes the request and returns a response in the chat window.

Conversation content is displayed in a chat format that distinguishes user queries from Sami responses. Each conversation remains visible within the chat window, allowing users to review previous messages during the active session.

Sami displays a persistent query counter that shows the organization's remaining monthly query allowance and the next reset date.

• Each organization receives 500 AI-powered queries per month, or 1000 for Platinum partners.

• The query allowance is shared across all users.

• Live-agent conversations are not counted against usage.

• Query limits reset on the first day of each month at 7:00 AM UTC

  

While Sami is processing a request, an in-progress status indicator is displayed to inform users that the query is being processed. The interface also displays the time required to generate a response.

Thumbs Up, Thumbs Down, and Regenerate controls on previous responses are disabled while a new prompt is processing. This prevents multiple simultaneous requests from being triggered until the current response completes.

Sami responses include clickable reference links to official SonicWall Knowledge Base articles and Technical Documentation guides for further details.

After each response, Sami provides controls that allow users to interact with the generated content. Available actions include:

• Providing positive feedback.

• Providing corrective feedback.

• Copying the response.

• Exporting the response to a text or PDF file.

Feedback helps improve the quality and relevance of future Sami responses. See Feedback.

If Sami cannot resolve a request through available guidance or documentation, it asks for the device serial or model number to route the case, then offers the option to connect with a SonicWall live support agent.

While waiting to connect to a support agent, the Sami chat box is disabled so you cannot send additional messages. Once Sami successfully connects you to the support agent, the chat box becomes active again for real-time messaging.

If no support agent becomes available within 5 minutes, Sami displays periodic status updates while you wait, then shows the message: We are sorry, but all support representatives are currently assisting other customers. Please try again later or create a web support case for assistance. Click the web support case link to submit a support request directly.

When a live support agent concludes the conversation, Sami displays the message: This conversation has ended. Thank you for choosing SonicWall. You can continue by typing a new message in the message box; Sami responds with You have started a new chat.

A serial or model number is required only when transferring a case to a live support agent or querying device-specific status information. General best practices and how-to guidance do not require a serial or model number.

Closing the Sami chat window does not end the active conversation. Reopening Sami restores the existing conversation history within the current session.

Sami preserves conversation history during an active session unless a new conversation is started or the session is reset. Switching the selected tenant does not end the current conversation; conversation history is preserved after the tenant switch.

If a Sami chat session remains inactive, an automated reminder appears before the session is closed. Click New Chat to start a new conversation if this occurs.