- Documentation
- AI support
- Configuring
The agent in tickets
Autopilot, copilot, pause, actions.
Enabling an agent on tickets means deciding how far it goes.
Two modes
- Autopilot: the agent answers the member directly.
- Copilot: the agent suggests a reply to the staff, who decide whether to send it.
In copilot mode, a staff-only channel is mandatory: the ticket channel is visible to the member, so a suggestion cannot be posted there.
Settings
| Setting | Effect |
|---|---|
| Panels concerned | Empty = every panel on the server |
| Answer on opening | The agent greets without waiting for a first message |
| Go quiet when staff writes | As soon as a human steps in, the agent pulls back |
| "Pause AI" button | The staff can switch it off manually on a ticket |
| "Talk to a human" button | Under each reply, for the member |
| Maximum length | 1400 characters by default |
| Replies per member per hour | 40 by default, 0 = unlimited |
Allowed actions
One by one, all off by default except escalation:
- call the staff (escalation);
- close the ticket once the problem is solved;
- rename the ticket to match the real subject;
- set a priority;
- open a ticket from a public channel.
Searching your knowledge is not an option: it is always on. It is the only thing that stops the agent inventing.
Command
/ai pauses or resumes the assistant on the current ticket.