{"id":27,"date":"2026-09-09T04:25:41","date_gmt":"2026-09-09T04:25:41","guid":{"rendered":"https:\/\/nirohelp.com\/docs\/27\/ai-auto-responder\/"},"modified":"2026-10-04T12:32:32","modified_gmt":"2026-10-04T06:32:32","slug":"ai-auto-responder","status":"publish","type":"nirohelp_doc","link":"https:\/\/nirohelp.com\/docs\/workflows-automation\/ai-auto-responder\/","title":{"rendered":"The AI auto responder"},"content":{"rendered":"\n

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.<\/p>\n\n\n\n

It needs the Support tickets module on and the site connected to the AI service. Without both, it does not appear.<\/p>\n\n\n\n

The settings<\/h2>\n\n\n\n
\"AI<\/figure>\n\n\n\n

NiroHelp \u2192 AI \u2192 Auto responder<\/strong>:<\/p>\n\n\n\n

Setting<\/th>Default<\/th>What it does<\/th><\/tr><\/thead>
Enable auto responder<\/strong><\/td>off<\/td>The master switch.<\/td><\/tr>
Delay<\/strong><\/td>5 minutes<\/td>How long to wait before replying. Minutes, hours, or days.<\/td><\/tr>
Confidence threshold<\/strong><\/td>70<\/td>How well your docs must match the question (0 to 100) before the bot posts an answer.<\/td><\/tr>
Comment author name<\/strong><\/td>Support Bot<\/td>The name on the reply.<\/td><\/tr>
Change ticket status<\/strong><\/td>off<\/td>Whether the bot’s reply moves the ticket to In Progress<\/em>.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

How one reply happens<\/h2>\n\n\n\n
    \n
  1. A ticket is created, or<\/strong> a client posts a follow-up.<\/li>\n\n\n\n
  2. NiroHelp queues a single reply for that ticket, due after your delay.<\/li>\n\n\n\n
  3. When the time comes, it checks whether it should still run – see below.<\/li>\n\n\n\n
  4. 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.<\/li>\n\n\n\n
  5. The service finds the most relevant parts of your synced docs and scores how well they match the question. That score – not the model’s own opinion of its answer – is what your threshold gates.<\/li>\n\n\n\n
  6. If the score clears your threshold, the answer is posted as a reply under the author name you chose.<\/li>\n<\/ol>\n\n\n\n

    When it stays quiet<\/h2>\n\n\n\n

    The queued auto-reply is skipped when:<\/p>\n\n\n\n