AI settings

Available on Pro and Team plans.

Default behavior

AI-first: the assistant tries to answer from your knowledge base. If confidence is low or the user asks for a human, the ticket escalates to agents.

Disable AI

Toggle AI auto-reply enabled off in Support → Setup to run human-only (same as Starter behavior).

Escalation triggers

• User message contains: human, agent, operator, etc.
• RAG confidence below threshold
• Repeated uncertain answers

Copilot (roadmap)

Suggested replies for agents based on FAQ and ticket context.