AI features require a Pro or Enterprise plan. View pricing
Available AI Features
Knowledge Base
Teach your bot to automatically answer questions from your documentation and FAQs.
Auto-Routing
Automatically move tickets to the right category based on content and context.
Priority Detection
AI analyzes tickets and sets priority levels (low, medium, high, critical).
Duplicate Detection
Find and link tickets about the same issue to avoid duplicate work.
Translation
Automatically translate messages between customers and staff.
Sentiment Detection
Detect customer mood and alert staff to frustrated or angry users.
Atlas AI
Your dashboard assistant for analytics, insights, and ticket information.
How AI Works
All AI features use the same general workflow:- Trigger - Something happens (ticket created, message sent, etc.)
- Analyze - AI reads the content and understands context
- Action - AI takes an action (suggest answer, route ticket, etc.)
- Learn - Feedback improves future accuracy
AI Tokens
AI features use tokens - think of them as the “fuel” for AI operations. Each plan includes a monthly token allowance:| Plan | Monthly Tokens | Approximate Uses |
|---|---|---|
| Pro | 10 million | ~2,000-5,000 AI operations |
| Enterprise | 30 million | ~6,000-15,000 AI operations |
What Uses Tokens?
| Feature | Token Usage |
|---|---|
| Knowledge Base suggestion | ~500-2,000 tokens |
| Auto-routing analysis | ~200-500 tokens |
| Priority detection | ~200-500 tokens |
| Duplicate detection | ~300-800 tokens |
| Translation | ~100-500 tokens |
| Sentiment detection | ~100-300 tokens |
| Atlas AI query | ~500-3,000 tokens |
Actual token usage varies based on message length and complexity.
Enabling AI Features
Each AI feature can be enabled independently:- Go to your bot’s dashboard
- Select your server
- Click AI Features in the sidebar
- Toggle on the features you want
Best Practices
Start Small
Don’t enable everything at once:- Start with one feature (like Knowledge Base)
- Test it thoroughly
- Add more features once you’re comfortable
Monitor Usage
Check your token usage regularly:- AI Features → Usage Overview shows current usage
- Set up alerts if you’re approaching limits
- Consider upgrading if you consistently hit limits
Combine Features
AI features work well together:- Priority Detection + Auto-Routing = High-priority tickets go to senior staff
- Knowledge Base + Sentiment Detection = Calm AI responses for frustrated users
- Translation + Knowledge Base = AI answers in the user’s language
Review and Adjust
AI isn’t perfect out of the box:- Check suggestion quality regularly
- Adjust confidence thresholds based on results
- Update your Knowledge Base sources as documentation changes
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