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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

AI copilot for agents​

In Support → Inbox, open a thread and click Suggest reply to draft a response from your FAQ and the conversation. The text is inserted into the reply box for you to edit before sending.

Requires AI auto-reply to stay enabled on the plan.

AI toggle