Where the chatbot answers visitors live, the auto responder posts an AI reply straight into a ticket conversation but only when a human has not already answered, and only when the answer clears a confidence bar you set.
It needs the Support tickets module on and the site connected to the AI service. Without both, it does not appear.
The settings
NiroHelp → AI → Auto responder:
| Setting | Default | What it does |
|---|---|---|
| Enable auto responder | off | The master switch. |
| Delay | 5 minutes | How long to wait before replying. Minutes, hours or days. |
| Confidence threshold | 70 | How sure the AI has to be, from 0 to 100, before its answer is posted. |
| Comment author name | Support Bot | The name on the reply. |
| Change ticket status | off | Whether the bot’s reply moves the ticket to In Progress. |
How one reply happens
- A ticket is created, or a client posts a follow-up.
- NiroHelp queues a single reply for that ticket, due after your delay.
- When the time comes, it checks whether it should still run – see below.
- It sends the AI service the ticket title, the client’s name and email, the order reference, the products, the urgency and the whole conversation. The client’s most recent message is the question; on a brand-new ticket, the description is.
- The service answers and rates how relevant its answer is.
- If the rating clears your threshold, the answer is posted as a reply under the author name you chose.
When it stays quiet
The queued reply is dropped, silently, when:
- The feature is off.
- The site is not connected.
- The ticket is Resolved, Closed or Cancelled.
- Somebody replied after the reply was queued. The bot only speaks into a vacuum.
- The AI’s confidence is below your threshold.
A human reply always wins
| What happens | Effect on the queued reply |
|---|---|
| An agent replies | Cancelled. A human got there first. |
| A client replies | Cancelled and requeued, so the timer restarts and the bot answers the newest message. |
| A ticket is created | Queued. |
There is only ever one queued reply per ticket.
Choosing a threshold
The threshold is the difference between a useful auto-reply and a confidently
wrong one.
- 70 (the default) means the bot answers only when your docs clearly cover the question.
- 85 is more conservative: more tickets reach a human, and the replies that do go out are better.
- Below 50 is rarely a good idea.
If you see the bot answering and an agent immediately correcting it, raise the threshold. A longer set of custom instructions will not fix
a confidence problem.
The logs
NiroHelp → AI → Auto responder → View logs is meant to list every call with its confidence score and outcome.
That screen has no data yet. The AI service does not provide the log feed, so the screen reports the service’s error instead of a list. This is on the service side, not something wrong with your site.
Status changes and the bot
Posting a reply normally moves the ticket. When Change ticket status is off, the bot’s own reply lands without moving anything – everyone else’s replies still behave as usual.
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