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Customize your Knowledge Base settings to match your support style and workflow.

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AI Response Settings

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Response Style

Control how detailed AI suggestions should be:
Short, to-the-point answers. Best for:
  • Simple yes/no questions
  • Quick reference information
  • Experienced users who want fast answers
Example:
“Yes, you can cancel anytime from Settings → Subscription → Cancel.”
Detailed explanations with extra context. Best for:
  • Complex features
  • New users who need more guidance
  • When detailed steps are important
Example:
“You can cancel your subscription at any time without penalty. Here’s how:
  1. Click the gear icon to open Settings
  2. Select ‘Subscription’ from the menu
  3. Click ‘Cancel Subscription’
  4. You’ll keep access until your billing period ends on [date]
If you change your mind, you can resubscribe anytime.”

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Confidence Threshold

The minimum confidence level before showing a suggestion.
ThresholdWhat Happens
High (70%+)Only shows answers the AI is very confident about. Fewer suggestions, but more accurate.
Medium (50-70%)Shows more suggestions. Some may be less accurate.
Low (below 50%)Shows many suggestions. Higher chance of irrelevant answers.
Start at 70% (default). Lower it if users aren’t getting suggestions, raise it if suggestions are often wrong.

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Max Response Tokens

Limits how long AI responses can be. The default (2000 tokens) allows for complete, detailed answers.
  • Lower values (500-1000): Shorter, more concise answers
  • Higher values (2000+): Longer, more detailed answers
1 token ≈ 4 characters. 2000 tokens ≈ 1500 words maximum.

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Trigger Settings

Control when the bot provides suggestions.

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On Ticket Creation

When enabled, the bot reads the user’s initial message and immediately suggests relevant answers. Best for:
  • Most support setups
  • Providing instant help
  • Reducing time-to-first-response

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Trigger Keywords

Add specific words that trigger Knowledge Base searches: Example keywords:
  • help, how do I, can I
  • Product-specific terms like refund, upgrade, cancel
Leave empty to trigger on all messages.

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Delay Before Suggestion

Wait time (in seconds) before the bot sends a suggestion. Default is 2 seconds. Why use a delay:
  • Gives users time to send follow-up messages
  • Prevents spam-like rapid responses
  • Allows message batching for multi-message questions
Settings:
  • 0 seconds - Immediate response (may interrupt users)
  • 2-5 seconds - Recommended for most setups
  • 10+ seconds - For slower-paced support

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Minimum Message Length

Only trigger on messages with at least this many characters. Default is 10. Why use this:
  • Ignores greetings like “hi” or “hello”
  • Focuses on actual questions
  • Reduces unnecessary AI calls
Recommended settings:
  • 10 characters - Captures “What is X?” style questions
  • 20+ characters - Only triggers on detailed questions

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Behavior Settings

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Stop After Staff Response

When enabled, the bot stops suggesting answers once a staff member replies. When to use:
  • Staff prefers to handle tickets without AI help
  • To prevent AI from contradicting staff
  • For complex issues that need human judgment
When to disable:
  • AI should continue helping during long conversations
  • Staff uses AI as a tool to find information

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Respect Staff Presence

When enabled, the bot backs off for 5 minutes after staff sends a message. How it works:
  1. Staff sends a message
  2. Bot pauses suggestions for 5 minutes
  3. If user asks again after 5 minutes, bot can suggest
When to use:
  • Staff is actively helping and doesn’t want interruption
  • AI should only help when staff is idle

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Outside Business Hours Only

When enabled, AI only suggests answers outside your configured business hours. When to use:
  • Human-first support during work hours
  • AI coverage for after-hours tickets
  • Weekend/holiday coverage
Configure your business hours in Server Settings → Automation → Business Hours.

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Display Settings

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Show Source Info

When enabled, suggestions include:
  • The source title (e.g., “From: FAQ Page”)
  • A link to the original page
When to enable:
  • Users want to read more details
  • Transparency is important
  • You want users to explore documentation
When to disable:
  • Cleaner, simpler suggestions
  • You prefer users to stay in Discord

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Show Confidence Score

When enabled, suggestions show the AI’s confidence percentage. Example with confidence:
💡 Suggestion (87% confident) You can cancel anytime from Settings…
When to enable:
  • Users should know how reliable the answer is
  • Training staff to recognize AI limitations
  • Debugging suggestion quality
When to disable:
  • Cleaner appearance
  • Users don’t need technical details

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Saving Your Settings

After making changes:
  1. Click Edit to enter edit mode
  2. Make your changes
  3. Click Save to apply
Changes don’t apply until you click Save. If you navigate away, unsaved changes are lost.

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Quick Support Team

For teams that want fast, minimal AI assistance:
SettingValue
Response StyleConcise
Confidence Threshold80%
Delay0 seconds
Stop After Staff Response✅ Enabled

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Comprehensive Support

For teams that want detailed AI assistance:
SettingValue
Response StyleHelpful
Confidence Threshold60%
Delay3 seconds
Stop After Staff Response❌ Disabled
Show Source Info✅ Enabled

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After-Hours Coverage

For AI-only support outside business hours:
SettingValue
Response StyleHelpful
Confidence Threshold70%
Outside Business Hours Only✅ Enabled
Auto-Escalation✅ Enabled

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