AI Support, with a human handoff
Configure public knowledge, staff escalation and ticket-only memory.
What AI Support does
AI Support is a Premium module for channel tickets and ModMail. It uses the member’s question, bounded history from that ticket, and selected public server guidance to help answer support questions. It is an automated assistant, not a human staff member.
Configure reliable knowledge
- Enable AI Support in an eligible Premium server.
- Select channel tickets, ModMail, or both.
- Write concise public support guidance and choose suitable public knowledge channels.
- Confirm the support roles and optional handoff role.
- Test questions with answers that are explicitly covered by the published information.
The knowledge checks exclude private staff spaces, ticket archives and channels the member cannot access. Ordinary member chat is not treated as authoritative server policy.
When staff take over
If the AI cannot establish an answer, a request needs staff action or private information, or the member asks for a person, it hands the ticket to staff and pauses its replies. The configured support role is notified. Staff can use Resume AI support when appropriate.
A staff claim or reply also pauses the assistant. AI cannot promise a staff response time.
Ticket memory and privacy
Memory is isolated to a ticket and bounded to keep requests manageable. Closing the ticket clears its AI conversation session. This does not delete the separate support transcript or other records with their own retention rules.
Questions and relevant context are sent to the configured inference service. The public website’s demonstration makes no AI requests. See the draft AI disclosure.
Limits and response times
The current hosted AI setup has provider quotas and may be temporarily unavailable. Response time is measured for each actual reply, but no instant-response or uninterrupted-availability guarantee is made. The current Groq setup does not enable web-search tools.
Resolution controls
After a grounded answer, the ticket owner can choose Resolved — close ticket, then Confirm closure. The application rechecks the ticket and archives it before completing closure. Read the resolution guide for safeguards.