⚡ How Auto-Resolve Decides To Answer

Auto-resolve is a set of rules, not a guess. It runs after triage and only answers questions it can back up with your own data. Everything else waits for you, with a draft.

Where to find it:

Settings, AI, What the AI does by itself: Try to resolve it turns it on, Send drafts without me when confidence is high decides whether its answers are sent or saved as drafts, and How sure must it be to act by itself? sets the bar.

The gate:

First it checks how sure triage was against your score, 85 percent by default. Below that the ticket is left alone. A ticket already auto-resolved is never answered twice.

What happens per category:

• license: the AI gathers what it can find for that email address and answers from it.
• howto, install and sales: the AI searches your knowledge base and answers from the top matches.
• spam: the ticket is moved to Spam with no reply.
• Every other category, including bug and payment questions, is left for a person.

The licence path:

1. It reads the sales recorded on your desk for that email address, and for any linked addresses on the contact.
2. It asks each connected source, such as a licence server, for that customer's purchases and keys.
3. If nothing is found, it does not reply. It leaves a private note saying no purchase was found, suggesting they may have bought under another address, and the ticket stays with you.
4. If something is found, the AI writes the reply under strict instructions to use only that data and invent nothing.

The knowledge base path:

The top five matching passages from your knowledge base are passed in, and the AI may answer only from them. If they do not fully cover the question, the reply says the team will follow up. If nothing matches, no reply is written.

What happens to the answer:

By default the answer is saved on the ticket as a private AI Draft note, tagged ai-drafted, and a person presses Send. With Send drafts without me when confidence is high ticked, it is emailed for real, the ticket moves to Waiting on the customer, is marked Auto-resolved and tagged ai-resolved.

Even with sending switched on, these always wait for you as drafts:

• Sales questions, asked before a purchase, so anything about prices is checked by you.
• Any reply that hands the question to your team, for example one saying the team will follow up.
• Drafts written for every ticket by Draft a reply for every ticket. Only auto-resolve's licence and how-to answers are ever sent by themselves.

Trying again:

Press Try Auto-Resolve on a ticket after adding a help article or connecting a sales feed, and it has another go.

Step by step, a safe first week:

1. On Settings, AI, tick Sort every new ticket, Try to resolve it and Draft a reply for every ticket. Leave Send drafts without me when confidence is high unticked.
2. Set How sure must it be to act by itself? to 90.
3. For a week, read every AI Draft note on licence and how-to tickets before you press Send.
4. If they are right, tick Send drafts without me when confidence is high and save.
5. Keep an eye on the auto badge in the Inbox and the Written by the AI number on the Dashboard.

What the customer gets:

An auto-resolved reply wears your email design and signature, ends with your Line under AI-written replies if you set one, and has the button to follow the ticket. For a licence answer, the button opens the My Tickets page where their key waits with a Copy button.

Why a licence ticket may wait:

• Sorting was below your score.
• No purchase was found for the address, so a private note suggests checking another address.
• Sending without you is off, so the answer waits as a draft.

A real example:

Lucas emails "Where do I find my licence key?". Triage is 97 percent sure it is a licence question. Auto-resolve finds his Planner Pro purchase and key, and because Sam has sending switched on, the reply goes out two minutes later: the key is on his My Tickets page with a Copy button. The ticket shows AI Agent with an AI badge and Waiting on the customer.

Tips:

• Leave sending off for your first week and read what auto-resolve would have sent.
• Licence answers are only as good as your sales feeds. See WarriorPlus, JVZoo And ClickBank Sales Feeds and License Server Lookups For Key Questions.
• How-to answers are only as good as your knowledge. See Building The Knowledge Base.