You control the AI's reach in two places: channels and ticket categories.
In channels
On AI, then Configuration, pick which channels OnyxBot watches. Free covers one watched channel; Pro removes the limit. Per channel you can require an @mention or let it answer any question it recognizes, and choose whether replies open threads. Everywhere else, it stays silent.
OnyxBot also filters what it responds to: greetings and chatter get a short notice instead of a full answer (and are never billed), and reactions get nothing. Members with roles you add to the ignore list are never answered.
In tickets
Every ticket category has its own AI answering toggle. Leave it on where the AI does well (how-to questions, billing basics) and turn it off where a human should always lead (appeals, partnerships, anything sensitive).
The handoff between the two
When the AI is answering in a channel and recognizes it is out of its depth, it offers to open a ticket and carries the conversation over, so the member never repeats themselves. That offer only appears once you have published a panel, and at most once every 30 minutes per member per channel, so it never nags.