Atlas AI
What Atlas is, where it appears in Discord and the dashboard, what it can and cannot do, and the current status of the dashboard assistant
Atlas is the name TicketCord's AI uses when it talks to your customers and staff. When the Knowledge Base answers a ticket, when a staff member presses AI Help, when a tone alert or escalation card is posted, that is Atlas. This page explains where Atlas shows up, what it is allowed to do, and how to shape it. It also covers the current status of the Atlas chat assistant in the dashboard.
Every Atlas surface needs a Pro or Enterprise plan on the bot owner's account and Enable AI Features on the General tab of AI & Knowledge → AI Features. Upgrade your plan
Dashboard assistant status
The Atlas chat assistant inside the dashboard, where you could ask questions about your tickets and staff in plain language, is temporarily unavailable. Any attempt to use it returns Atlas AI is temporarily disabled for maintenance. Please check back later. There is no page for it in the dashboard sidebar while it is disabled, and no sessions can be created.
Everything below describes the Atlas features that are live in Discord and on the Knowledge Base pages. For analytics questions, use Analytics in the dashboard sidebar; for ticket questions from an AI tool, use the MCP connection, which gives Claude Code or Codex read and write access to your tickets and Knowledge Base.
Where Atlas appears
| Surface | What Atlas does | Where to configure it |
|---|---|---|
| Knowledge Base answers | Replies in tickets from your sources, with a source line, a match score, and the note Generated by AI. Staff can verify important details. | Knowledge Base |
| Talk to Staff and escalation | Says when it does not know, offers the 🙋 Talk to Staff button, and posts the 🤖 AI Escalation card | Feedback & Learning |
| AI Help for Staff | Adds an AI Help button to the ticket welcome message. Staff press it to get a private draft reply | AI Features → Conversation → AI Help for Staff |
| Auto Support threads | Answers questions asked in public channels you choose by opening a thread | Knowledge Base → Auto support |
| ModMail | Answers ModMail conversations from the Knowledge Base and hands over when the customer asks for a person | Channels → ModMail and the Knowledge Base Learning tab |
| Tone alerts | Posts the 🎭 Tone Alert card to the logs channel | Tone Detection |
| Priority, routing, duplicates, translation | The analysis behind each card | The matching page under AI Features |
AI Help for Staff
AI Help lets a staff member ask Atlas for a draft reply without leaving Discord.
Enable it
Go to Dashboard → Bots → your bot → Servers → the server → AI & Knowledge → AI Features → Conversation, find AI Help for Staff, click Edit, switch on Enable AI Help for Staff, and save. The AI Help button now appears on every new ticket's welcome message.
Press AI Help in a ticket
Only staff can use it. Atlas reads the ticket and searches your Knowledge Base, showing progress such as Reading ticket context..., Searching knowledge base..., and Drafting reply....
Review the draft
The draft appears as a private message only the staff member can see, headed Suggested Reply: with a Sources: list when Knowledge Base content was used. It has three buttons: Send Now posts it to the ticket as is, Edit & Send opens an Edit Response form so the text can be changed first, and Try Again asks for a new draft.
If the draft takes too long the message reads AI Help took too long to respond. Try again, or send a manual reply while the AI provider recovers. On plans below Pro, pressing the button shows AI Help Unavailable.
What Atlas is allowed to do
- Answer only from your content. With Source Safety on (the default), every answer is checked against your sources. With General-Knowledge Fallback on, Atlas may also answer generic technical questions, always marked
General AI knowledge, not from this server's knowledge base. - Stay in its lane. The Support Scope and Forbidden Topics you set on the Knowledge Base Answering tab decide which questions Atlas declines and sends to staff.
- Step back for humans. Staff replies pause it, Talk to Staff and human-request phrases escalate it, and an escalated ticket stays human-only for the Ticket Escalation Duration.
- Close a ticket only when told. Atlas closes tickets only if AI Auto-Close is on and the customer explicitly asks.
- Never act outside the ticket. Atlas does not change settings, roles, or permissions. Priority changes, routing, and channel renames come from the separate features you enable.
Shaping how Atlas sounds
All of this lives on the Knowledge Base Answering tab under Product Profile & Custom Instructions:
| Setting | Effect on Atlas |
|---|---|
| Company/Community Name | Atlas presents itself as the support assistant for this name |
| Support Scope | What Atlas treats as a support question |
| Product/Service Names | Names Atlas uses correctly (up to 50) |
| Forbidden Topics | Topics Atlas declines and refers to staff (up to 20) |
| Official Links | Pages Atlas may point to without reading them |
| Custom Instructions | Tone and policy rules in plain language, up to 2,000 characters |
| Response Style | Concise, Balanced, or Helpful answers |
| Show User Roles to AI | Lets Atlas tailor answers to the customer's server roles |
Limits and gotchas
Atlas always signs AI answers with the transparency notice. It cannot be removed, and it is what tells a customer that a human has not yet read the ticket.
- Atlas uses tokens from the bot owner's monthly allowance on every surface. See Analytics → AI Usage.
- Users on the AI User Blacklist never get Atlas answers, and users over their User Token Limit are paused until the next period.
- The AI Model setting on the General tab (Lite or Premium) applies to every Atlas surface on the server.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
The dashboard assistant shows Atlas AI is temporarily disabled for maintenance | The dashboard chat assistant is currently switched off for everyone | Use Analytics for reports and the MCP connection for AI-driven ticket work |
| No AI Help button on new tickets | Enable AI Help for Staff is off, or the owner's plan is below Pro | Turn it on under Conversation → AI Help for Staff |
| AI Help Unavailable when pressed | The owner's plan is below Pro | Upgrade the owner's plan |
| The draft never appears | The Knowledge Base search was slow or the request timed out | Press Try Again, or reply by hand |
| Atlas answers questions it should not | Support Scope and Forbidden Topics are empty | Fill in the product profile |
| Atlas talks over staff | Respect Staff Presence is off | Turn it on under Answering → Behavior Settings |
Common questions
Is Atlas a separate product? No. Atlas is the name of the AI built into TicketCord. Every AI feature on your server is part of it.
Can I chat with Atlas in the dashboard?
Not at the moment. The dashboard assistant is disabled for maintenance and returns Atlas AI is temporarily disabled for maintenance. Please check back later.
Can I rename Atlas? You can set the Company/Community Name so Atlas presents itself as your community's support assistant. The AI transparency notice under answers stays.
Does Atlas send anything on behalf of staff without approval? No. AI Help drafts are private until a staff member presses Send Now or Edit & Send. Knowledge Base answers are posted by the bot in its own name with the AI notice.
Which plan do I need? Pro or Enterprise for every Atlas surface. Auto-Route and ticket translation additionally need Enterprise.
Where do I control what Atlas knows? On the Knowledge Base Sources tab (what it can read) and the Answering tab (who it is and how it answers).
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