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.
Draft replies in your own voice
On Pro, every escalation briefing carries a Draft reply button, and /ticket draft does the same later in the ticket. Press it and OnyxBot writes the next reply for you. Only you see it, with Send as me, Edit and send and Regenerate underneath.
Two things make the draft worth sending:
- It sounds like you. OnyxBot learns your voice from the replies you have already sent in tickets on this server: how you open and close a message, how casual you are, your punctuation, emoji, favourite phrases and language. The draft copies that voice, never the content of those replies. It needs about five of your past replies before it kicks in; until then the card says it is using a neutral voice, and your style is picked up as you send more.
- It sticks to what you know. The draft is grounded in the same knowledge base the AI answers from, plus what staff already said in the ticket. When neither covers the question, it asks the one clarifying question you would ask, or says you will check, rather than inventing a step, a price, a policy or a timeline. The card names the pages it leaned on.
Sending posts the reply from your server's bot, OnyxBot or your custom bot, with a "Sent by" line naming you. It counts as your message everywhere: the transcript, first-reply times and staff pay. If the AI was still handling the ticket, it hands over to you the same way any staff message would.
Turn it on under Tickets, then Settings, then Staff reply drafts. Each draft is billed as AI usage on your chat model and shows on the Usage page under Staff drafts. Your voice profile is kept for a week at a time and rebuilt from your latest replies after that.
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.