Automatic replies
Let an acknowledgement or a confident, simple answer go out without waiting for a person, and stop them all at once.
By default, every reply waits for a person. Nothing reaches a requester until someone on your team approves it. Automatic replies let some messages go out on their own.
There are three modes:
| Mode | What happens |
|---|---|
| Off | Every reply waits for approval. This is the default. |
| Acknowledge only | A fixed message goes to the requester as soon as their ticket arrives. The real answer still waits for approval. |
| Answer when confident | The agent's reply goes out without approval when all your rules match. Everything else waits for approval. |
You need a ticket system
Automatic replies are sent through your ticket system's reply webhook. On a platform without one, nothing is sent and the reply waits for a person as usual. See Ticket system.
Switch them on#
- 1
Go to Settings and open Automatic replies.
- 2
Under Allowed, turn the switch on. It then says Automatic replies are allowed.
- 3
Under What goes out on its own, choose Acknowledge only or Answer when confident. The third choice, Off, keeps every reply waiting for a person.
- 4
Fill in the message or the rules for that choice (below).
- 5
Click Save at the bottom of the page.
The label at the top right, and on the Settings page, shows what is in force: Off, Acknowledge only or Answers when confident.
Acknowledge only#
The requester hears from you straight away, while your team reviews the real answer.
| Field | What it does |
|---|---|
| Acknowledgement › Message | Sent to the requester as soon as their ticket arrives. Up to 5,000 characters. |
The default message is:
Thanks for getting in touch. We have received your request and are looking into it.
We will get back to you shortly.
It goes out once, when a new ticket arrives. It is not sent again when the requester writes a follow-up.
Answer automatically when confident#
The agent's reply is sent without approval only when every rule matches.
| Field | What it does |
|---|---|
| How sure the agent must be | A slider from 50% to 100%, in steps of 5, labelled At least …%. The agent rates how sure it is of each answer. Replies below this level wait for approval. The default is 90%. |
| Kinds of tickets | Tick the kinds of ticket that may be answered automatically: How-to questions, Account questions, Configuration, Data issues, Bugs, Other. The default is how-to questions only. |
Nothing ticked means every kind
If you untick every kind of ticket, the rule no longer limits anything: every kind may be answered automatically, as long as the other rules match. Keep at least one ticked.
Never sent on their own#
Even when your rules match, these always wait for a person:
- Replies with a proposed code fix.
- Replies with a proposed change, of any kind.
- Replies where the agent has questions for you, or needs more information.
- Follow-up replies after a fix.
- Replies that are long, or look like they contain internal details.
The content check#
Before a reply goes out on its own, a simple check reads it. The check doesn't use AI, so a ticket can't talk its way past it. A reply waits for a person if it:
- is longer than 1,500 characters
- contains a backtick (
`), which usually means code or a command - contains something that looks like a file name or path
- contains a stack trace or an error dump
- contains a log-style timestamp, such as
2026-10-05 14:03:22 - contains an IP address
- contains a hidden secret marker, or something that looks like a key or token
- contains an internal server name, such as one ending in
.internal,.localor.svc
The check is deliberately blunt. A false alarm only means a person approves that reply.
What you see afterwards#
An automatic reply is a normal reply. Its page says Sent automatically (Settings › Automatic replies) where a person's name would be. In the ticket's What happened, it shows as Automatic replies sent the reply, and you can give feedback on it like any other. Metrics counts these replies under Sent automatically. See Tickets and the ticket page.
Stop them all at once#
Turn off the switch under Allowed and save. That is the kill switch. Nothing goes out automatically, whatever is chosen below it. Your choice and rules are kept, greyed out, for when you switch it back on.
To go back to approving everything without the kill switch, choose Off and save.