The Auto-Responder agent

When a new ticket arrives, the Auto-Responder reads it, searches your published knowledge base, and drafts a concise reply grounded in your articles. The draft lands in the Activity queue for review — it is never sent to the customer automatically.

How it works

A customer submits a ticket (portal, widget, email, or API).

The agent searches your knowledge base for relevant articles.

If it finds enough to answer, it drafts a friendly 2–5 sentence reply that uses only information from your articles — it will not invent product details.

If the knowledge base can't answer, it flags the ticket for a human instead of guessing.

You review the draft and click Approve to post it (and email the customer) or discard it.

Enabling it

Open your project, go to Agents, click the Auto-Responder card, toggle it On, and save. It applies to new tickets from that point on.

Why drafts, not auto-sends?

Grounded drafts save your team the first-response time without risking a wrong answer going out under your name. Because the reply is built from your own articles, the better your knowledge base, the better the drafts — see Keeping your knowledge base answer-ready.