Settings & Customization
Every setting on the Knowledge Base Answering tab: product profile, answer quality, timing, display, and when the bot should stay quiet
The Answering tab controls what the bot knows about your community, how carefully it builds each answer, how long it waits, what the answer looks like, and when it should leave the ticket to staff. This page lists every setting with its range and default so you can tune the bot without guessing.
Open Dashboard → Bots → your bot → Servers → the server → AI & Knowledge → Knowledge Base → Answering. Click Edit to change settings and Save Changes to apply them; unsaved changes are lost when you leave the page. Status page integrations on this tab can only be changed by the bot owner.
Product Profile & Custom Instructions
This section tells the bot who it works for. Fill it in before tuning anything else; it has the biggest effect on answer quality.
| Setting | Limit | What it does |
|---|---|---|
| Company/Community Name | 100 characters | The bot presents itself as the support assistant for this name |
| Support Scope | 500 characters | What your team supports, for example We support our game launcher, accounts, and billing. Helps the bot decide which questions belong in support |
| Product/Service Names | Up to 50 names, 100 characters each | Product names the bot should recognise and use correctly |
| Forbidden Topics (Optional) | Up to 20 topics | Topics the bot must not answer. It politely declines and sends the customer to staff |
| Official Links (Optional) | A label and an HTTPS URL per link | Important pages the bot may mention without reading them as a source. Sources already include their own URLs |
| Custom Instructions | 2,000 characters | Plain-language rules for tone and policy, for example For billing questions, always mention our 30-day refund policy |
Suggestion Settings
| Setting | Values | Default | What it does |
|---|---|---|---|
| Match Strictness | 10% to 100% | 50% | How closely help content must match the question before the bot uses it. Higher is stricter |
| Response Style | Concise, Balanced, Helpful | Balanced | Concise gives short, next-step answers. Helpful adds more detail from your content |
| Help Content to Review | 5 to 20 | 10 | How many pieces of saved content the bot may read before replying. Higher improves coverage and uses more tokens |
| Max Reply Length | 200 to 3,000 tokens | 2,000 | The longest answer the bot may write. 2,000 tokens is roughly 1,500 words |
| Ticket History to Use | 20 messages (low cost), 50 (balanced), 100 (high quality), All messages | 20 | How much of the ticket the bot re-reads for each answer |
| Minimum Message Length | 1 to 100 characters | 10 | Messages shorter than this never trigger an answer, so hi is ignored but What is X? is not |
| Response Delay | 5 to 60 seconds | 10 | How long the bot waits after the customer's last message, so a question split across messages gets one answer |
| Show Source Information | On, Off | On | Adds a Source: line with the source title under each answer |
| Show Match Score | On, Off | On | Adds Confidence: 78% to the footer. The displayed score is scaled for readability and is not the raw Match Strictness value |
The tab shows an estimate such as 1,200 responses with your Pro plan so you can see how the settings affect your monthly allowance.
Answer Quality
These switches decide how carefully the bot prepares and checks a reply.
| Setting | Default | What it does |
|---|---|---|
| Wider Understanding | Off | Helps with unclear or indirect questions. Slightly slower and uses more tokens |
| Focus Long Sources | On | Keeps replies centred on the parts of long content that matter |
| Source Safety | On | Checks every answer against your approved content so the bot cannot invent information. Turning it off risks made-up answers reaching customers |
| Smarter Source Memory | Off | Improves how the bot remembers source details. Refresh every source after enabling it |
| Best Match Boost | On | Adds an extra pass to pick the strongest content. Uses more tokens |
| Skip when already confident | 85% (50% to 100%) | Skips the extra pass when the best match is already this strong |
| Skip when one match stands out | 25% (10% to 50%) | Skips the extra pass when the best match leads the runner-up by this margin |
Behavior Settings
| Setting | Values | Default | What it does |
|---|---|---|---|
| Stop on Staff Response | On, Off | Off | Once a staff member replies in the ticket, the bot stops answering there |
| Respond Outside Business Hours Only | On, Off | Off | The bot only answers outside your configured business hours (Enterprise) |
| Respect Staff Presence | On, Off | On | The bot stays quiet while a staff member has replied within the last 5 minutes or is typing |
| Show User Roles to AI | On, Off | Off | Lets the bot see the customer's server roles, so a Premium member gets premium-specific answers |
| Wait for Staff Before AI Responds | On, Off | Off | Holds the answer to give staff first chance |
| Wait Time | 10 to 300 seconds | 45 | How long to hold when the setting above is on |
| Cancel if Staff Responds | On, Off | On | Drops the held answer if any staff message arrives during the wait |
| AI Auto-Close | On, Off | Off | Closes the ticket when the customer explicitly asks, for example you can close this ticket |
| General-Knowledge Fallback | On, Off | Off | When your content has no answer, lets the bot answer generic technical questions (browser, networking, operating system basics) with a clear disclaimer. Billing, account, security, and legal topics still go to staff. Pro and higher |
AI User Blacklist
Manage opens a list of Discord user IDs (up to 500) who never receive AI answers in tickets they create. Use it for people who abuse the bot or prefer a human. Staff still see their tickets normally.
Status Page Integration
Connect Better Stack or Atlassian Statuspage so the bot can mention a known outage when a customer asks whether something is down. Choose the Status Page Provider, enable the integration, and paste the generated Webhook URL (and the one-time secret) into your status page's webhook settings. The bot owner is the only one who can enable, switch, or regenerate it. Incident-based answers do not show a Source: line.
What happens
- A customer sends a message of at least Minimum Message Length characters in a ticket.
- The bot waits Response Delay seconds. If Wait for Staff Before AI Responds is on, it waits Wait Time instead and cancels if staff reply.
- If Respect Staff Presence finds a staff reply in the last 5 minutes or staff typing, or Stop on Staff Response finds any staff reply, nothing is posted.
- The bot searches your sources, keeps content above Match Strictness, reviews up to Help Content to Review pieces, and writes an answer in your Response Style, no longer than Max Reply Length, checked by Source Safety.
- The answer is posted with the source line, the match score, the AI notice, and vote buttons according to your display and feedback settings.
Recommended configurations
Quick answers, staff first
| Setting | Value |
|---|---|
| Response Style | Concise |
| Match Strictness | 70% |
| Wait for Staff Before AI Responds | On, 45 seconds |
| Stop on Staff Response | On |
Full self-service
| Setting | Value |
|---|---|
| Response Style | Helpful |
| Match Strictness | 50% |
| Ticket History to Use | 50 messages |
| Show Source Information | On |
| Stop on Staff Response | Off |
After-hours cover (Enterprise)
| Setting | Value |
|---|---|
| Respond Outside Business Hours Only | On |
| Response Style | Balanced |
| Auto-Escalate to Staff (Learning tab) | On |
Limits and gotchas
Do not turn off Source Safety to get more answers. Lower Match Strictness instead. Source Safety is the check that keeps invented details out of customer replies.
- Match Strictness and Show Match Score use different scales. The footer score is presented in a readable range; compare answers against each other, not against the strictness slider.
- Respond Outside Business Hours Only does nothing until business hours are configured, which needs Enterprise.
- Raising Ticket History to Use, Help Content to Review, or Max Reply Length raises the token cost of every answer.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The bot answers questions it should leave to staff | Forbidden Topics or Support Scope are empty | Fill in the product profile; list the topics that must go to staff |
| The bot uses the wrong product name | Product/Service Names is empty | Add every product name customers use |
| Answers are cut off | Max Reply Length is low | Raise it toward 2,000 |
| The bot answers greetings | Minimum Message Length is very low | Set it back to 10 |
| The bot replies while a moderator is mid-conversation | Respect Staff Presence is off | Turn it on, or turn on Stop on Staff Response |
| The bot never answers a Premium member's question correctly | It cannot see roles | Turn on Show User Roles to AI |
| Changes do not take effect | You left the page without Save Changes | Edit again and save |
Common questions
Which single setting matters most? The Product Profile. Tell the bot your community name, what you support, your product names, and forbidden topics before touching the sliders.
What Match Strictness should I use? Start at 50%. Raise it if answers are often off-topic; lower it if the bot says it does not know about things your docs cover.
How do I make the bot wait for a human first? Turn on Wait for Staff Before AI Responds and set Wait Time (10 to 300 seconds, 45 recommended). Leave Cancel if Staff Responds on so a staff reply drops the pending answer.
Can the bot translate for customers who write in another language? Not from this tab. Message translation between customers and staff is a separate feature with its own settings; see Translation.
Does Show Match Score reveal the Match Strictness number? No. The footer shows a scaled confidence for readability. Match Strictness is the internal cut-off for which content is used.
Why is the Answering tab greyed out? The Knowledge Base or the Enable AI Features master switch is off, or the bot owner's plan is below Pro.
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