> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Settings & Customization

> Fine-tune how your Knowledge Base responds to questions

Customize your Knowledge Base settings to match your support style and workflow.

## AI Response Settings

### Response Style

Control how detailed AI suggestions should be:

<AccordionGroup>
  <Accordion title="Concise">
    Short, to-the-point answers. Best for:

    * Simple yes/no questions
    * Quick reference information
    * Experienced users who want fast answers

    **Example:**

    > "Yes, you can cancel anytime from Settings → Subscription → Cancel."
  </Accordion>

  <Accordion title="Balanced (Recommended)">
    Mix of context and actionable steps. Best for:

    * Most support scenarios
    * When users need guidance but not hand-holding
    * General-purpose support

    **Example:**

    > "You can cancel your subscription at any time. Go to Settings → Subscription → Cancel. Your access continues until the end of your billing period."
  </Accordion>

  <Accordion title="Helpful">
    Detailed explanations with extra context. Best for:

    * Complex features
    * New users who need more guidance
    * When detailed steps are important

    **Example:**

    > "You can cancel your subscription at any time without penalty. Here's how:
    >
    > 1. Click the gear icon to open Settings
    > 2. Select 'Subscription' from the menu
    > 3. Click 'Cancel Subscription'
    > 4. You'll keep access until your billing period ends on \[date]
    >
    > If you change your mind, you can resubscribe anytime."
  </Accordion>
</AccordionGroup>

### Confidence Threshold

The minimum confidence level before showing a suggestion.

| Threshold           | What Happens                                                                             |
| ------------------- | ---------------------------------------------------------------------------------------- |
| **High (70%+)**     | Only shows answers the AI is very confident about. Fewer suggestions, but more accurate. |
| **Medium (50-70%)** | Shows more suggestions. Some may be less accurate.                                       |
| **Low (below 50%)** | Shows many suggestions. Higher chance of irrelevant answers.                             |

<Tip>
  Start at 70% (default). Lower it if users aren't getting suggestions, raise it if suggestions are often wrong.
</Tip>

### Max Response Tokens

Limits how long AI responses can be. The default (2000 tokens) allows for complete, detailed answers.

* **Lower values** (500-1000): Shorter, more concise answers
* **Higher values** (2000+): Longer, more detailed answers

<Info>
  1 token ≈ 4 characters. 2000 tokens ≈ 1500 words maximum.
</Info>

## Trigger Settings

Control when the bot provides suggestions.

### On Ticket Creation

When enabled, the bot reads the user's initial message and immediately suggests relevant answers.

**Best for:**

* Most support setups
* Providing instant help
* Reducing time-to-first-response

### Trigger Keywords

Add specific words that trigger Knowledge Base searches:

**Example keywords:**

* `help`, `how do I`, `can I`
* Product-specific terms like `refund`, `upgrade`, `cancel`

Leave empty to trigger on all messages.

### Delay Before Suggestion

Wait time (in seconds) before the bot sends a suggestion. Default is 2 seconds.

**Why use a delay:**

* Gives users time to send follow-up messages
* Prevents spam-like rapid responses
* Allows message batching for multi-message questions

**Settings:**

* **0 seconds** - Immediate response (may interrupt users)
* **2-5 seconds** - Recommended for most setups
* **10+ seconds** - For slower-paced support

### Minimum Message Length

Only trigger on messages with at least this many characters. Default is 10.

**Why use this:**

* Ignores greetings like "hi" or "hello"
* Focuses on actual questions
* Reduces unnecessary AI calls

**Recommended settings:**

* **10 characters** - Captures "What is X?" style questions
* **20+ characters** - Only triggers on detailed questions

## Behavior Settings

### Stop After Staff Response

When enabled, the bot stops suggesting answers once a staff member replies.

**When to use:**

* Staff prefers to handle tickets without AI help
* To prevent AI from contradicting staff
* For complex issues that need human judgment

**When to disable:**

* AI should continue helping during long conversations
* Staff uses AI as a tool to find information

### Respect Staff Presence

When enabled, the bot backs off for 5 minutes after staff sends a message.

**How it works:**

1. Staff sends a message
2. Bot pauses suggestions for 5 minutes
3. If user asks again after 5 minutes, bot can suggest

**When to use:**

* Staff is actively helping and doesn't want interruption
* AI should only help when staff is idle

### Outside Business Hours Only

When enabled, AI only suggests answers outside your configured business hours.

**When to use:**

* Human-first support during work hours
* AI coverage for after-hours tickets
* Weekend/holiday coverage

<Info>
  Configure your business hours in **Server Settings** → **Automation** → **Business Hours**.
</Info>

## Display Settings

### Show Source Info

When enabled, suggestions include:

* The source title (e.g., "From: FAQ Page")
* A link to the original page

**When to enable:**

* Users want to read more details
* Transparency is important
* You want users to explore documentation

**When to disable:**

* Cleaner, simpler suggestions
* You prefer users to stay in Discord

### Show Confidence Score

When enabled, suggestions show the AI's confidence percentage.

**Example with confidence:**

> 💡 **Suggestion** (87% confident)
> You can cancel anytime from Settings...

**When to enable:**

* Users should know how reliable the answer is
* Training staff to recognize AI limitations
* Debugging suggestion quality

**When to disable:**

* Cleaner appearance
* Users don't need technical details

## Saving Your Settings

After making changes:

1. Click **Edit** to enter edit mode
2. Make your changes
3. Click **Save** to apply

<Warning>
  Changes don't apply until you click Save. If you navigate away, unsaved changes are lost.
</Warning>

## Recommended Configurations

### Quick Support Team

For teams that want fast, minimal AI assistance:

| Setting                   | Value     |
| ------------------------- | --------- |
| Response Style            | Concise   |
| Confidence Threshold      | 80%       |
| Delay                     | 0 seconds |
| Stop After Staff Response | ✅ Enabled |

### Comprehensive Support

For teams that want detailed AI assistance:

| Setting                   | Value      |
| ------------------------- | ---------- |
| Response Style            | Helpful    |
| Confidence Threshold      | 60%        |
| Delay                     | 3 seconds  |
| Stop After Staff Response | ❌ Disabled |
| Show Source Info          | ✅ Enabled  |

### After-Hours Coverage

For AI-only support outside business hours:

| Setting                     | Value     |
| --------------------------- | --------- |
| Response Style              | Helpful   |
| Confidence Threshold        | 70%       |
| Outside Business Hours Only | ✅ Enabled |
| Auto-Escalation             | ✅ Enabled |

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