# AI Replies: draft or auto-answer support tickets

**Category:** [Support Tickets](https://help.totalctrl.app/hc/totalctrl/totalctrl-help-center/en-US/categories/support)
**Updated:** 2026-08-19

## What AI Replies do

AI Replies generate an answer to a customer's message using your indexed knowledge (Help Center, API Hub, uploaded docs, and resolved tickets) plus the ticket conversation. Each mailbox can be configured independently.
## Set it up

- First create an **AI Agent** and index its knowledge sources (this is the knowledge the replies draw on).
- Go to **Support → Replies & Insights → AI Replies**.
- For each mailbox: turn on **Enable AI replies**, choose a **Mode**, and pick the **Knowledge source (AI Agent)**.

## Draft vs Automatically reply

- **Draft** — the AI leaves a suggested reply as an internal note for an agent to review, edit, and send.
- **Automatically reply** — the AI sends the reply to the customer, but *only* when it clears the safety gate (below). Otherwise it falls back to a draft.

## The confidence + grounding gate

An auto-reply is sent only when the model's **confidence** meets your threshold (default 85%) **and** the answer is **grounded** in your knowledge base (a relevant source was found). This prevents confident-but-unsourced answers from going out automatically.
## Tone & personalisation

By default replies are professional and conversational, greet the customer by first name when known, and never expose internal notes. You can add per-mailbox **tone & style instructions** and a **signature**, and exclude specific accounts from AI replies entirely.

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## Related Articles

- [Support Tickets overview](https://help.totalctrl.app/en-US/articles/support-overview-1)
- [Setting Up Your Mailbox](https://help.totalctrl.app/en-US/articles/setting-up-your-mailbox)
- [Support Overview](https://help.totalctrl.app/en-US/articles/support-overview)
- [Follow-up satisfaction surveys (CSAT / NPS)](https://help.totalctrl.app/en-US/articles/support-followup-surveys)
- [Work a ticket](https://help.totalctrl.app/en-US/articles/work-a-ticket)

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