In AI-enabled categories, OnyxBot is the first responder. It reads the intake answers and answers immediately, then keeps helping until the ticket is solved or a human is needed.
The first response
The moment a ticket opens, the AI reads the intake form answers and responds with a grounded answer from your knowledge. If there is no intake form, it answers the member's first message instead. It speaks in plain messages, like a person, with two small buttons attached:
- That solved it closes the ticket as resolved and counts toward your deflection rate.
- Talk to a human escalates immediately.
When it escalates
The AI hands over to staff when:
- the member asks for a human (button or plain words),
- it comes up empty in your knowledge twice in a row,
- your AI usage runs out mid-ticket, or
- the ticket arrived from a public channel hand-off (the AI already tried there, so staff get it directly).
On escalation it pings the category's staff roles with a written briefing: the issue, what it already tried, and a suggested next step.
When staff step in
The moment a staff member sends any message in the ticket, the AI goes quiet for good. No fighting over the conversation.
Per-category control
Turn AI answering off for any category where a human should always respond first, for example appeals or partnerships. The rest of the ticket system works exactly the same.