Question 1

What is the difference between an AI auto reply and a static auto reply?

Accepted Answer

An AI auto-reply "automatically answers the requester using your public FAQ knowledge", generating an answer from your approved public FAQ. A static auto-reply "automatically sends a fixed, predefined reply", always the same content. When both are enabled, the static reply acts as a fallback, "sent as a fallback when no AI answer is found" (labelled "Fallback to static auto-reply", used "when no public FAQ is found").

Question 2

What is the AI auto-reply option?

Accepted Answer

The switch labelled "Auto reply using public FAQ knowledge (AI)" makes Deskhero try to answer the requester automatically using your public FAQ knowledge. When a new ticket arrives, Deskhero searches your public FAQs for a confident match, generates an answer with AI, and then runs a second AI check to verify the reply actually addresses the customer's question before sending. If any step fails, no AI reply is sent and the static fallback is used instead (if enabled).

Question 3

What is a static auto-reply?

Accepted Answer

A static auto-reply automatically sends a fixed, predefined message that you write in the editor, for example a first-response acknowledgement telling the customer their request was received. When the AI option is also enabled, the same switch is labelled "Fallback to static auto-reply" and the static message is only sent "when no public FAQ is found".

Question 4

What does "Fallback to static auto-reply" mean?

Accepted Answer

When the AI auto-reply is enabled, the static message acts as a backup: it is sent only when the AI cannot produce a validated answer from your public FAQ knowledge, shown in the settings with the hint "when no public FAQ is found". If you turn the fallback off, tickets the AI cannot answer get no auto-reply at all.

Question 5

Can I turn off both the AI and the static auto-reply on the same auto-reply?

Accepted Answer

No. At least one reply method must stay enabled, and saving with both off shows the error "At least one auto-reply method must be enabled". Turning the AI switch off automatically turns the static auto-reply back on. If you do not want any auto-reply for a group, delete the auto-reply instead.

Question 6

Why am I getting the error about the [ai-auto-reply-message] placeholder?

Accepted Answer

The AI auto-reply template must contain the placeholder [ai-auto-reply-message]; this is where the AI-generated answer is inserted when the reply is sent. If you remove it you will see "The [ai-auto-reply-message] placeholder is required in the AI auto-reply template". Add the placeholder back into the template text and save again.

Question 7

Which placeholders can I use in the AI auto-reply template?

Accepted Answer

The AI auto-reply template supports: [ai-auto-reply-message] (required, replaced by the AI-generated answer), [workspace-name] (your workspace's name), [name_of_group] (the ticket's group name), and [current_datetime] (the current date and time). User-related placeholders such as user name, user email, and signature are cleared in auto-replies because no person is involved. The default template is the AI message followed by "Best regards," and your workspace name.

Question 8

Why did a ticket get no auto-reply even though AI auto-reply is enabled?

Accepted Answer

The AI only replies when it finds a sufficiently confident match in your public FAQ knowledge and a second AI check confirms the answer addresses the customer's question. If no FAQ matches or the validation fails, and "Fallback to static auto-reply" is turned off, nothing is sent for that ticket. Enable the static fallback if you want every new ticket in the group to always receive at least a fixed acknowledgement.

Question 9

How can I see whether an auto-reply uses AI or a static message?

Accepted Answer

The Auto Replies list shows feature icons for each entry. Hovering them shows "AI auto-reply: automatically answers the requester using your public FAQ knowledge." and either "Static auto-reply: automatically sends a fixed, predefined reply." or "Static auto-reply: sent as a fallback when no AI answer is found." depending on the configuration. On a ticket, the sent auto-reply is recorded in the conversation, and AI-generated and static auto-replies are stored as distinct entry types.

Question 10

Does the AI auto-reply cost extra or require a specific plan?

Accepted Answer

No plan restriction is applied in the product for auto-replies: access to the Auto Replies page is controlled by user role (Owner, Admin, or group admin), and the AI option is a switch on each auto-reply. Note that AI auto-replies only work if you have public FAQ knowledge for the AI to draw from.

AI and static replies

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