What is the AI auto-reply option?

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).