How auto-resolution works
Auto-resolution lets the AI fully handle tickets it is confident about — from classifying the request to sending an on-brand answer — without a human in the loop. You stay in control of exactly which topics it handles.
How it decides
For each incoming ticket the AI classifies the intent and estimates its confidence. If the topic is enabled for auto-resolution and confidence is high, it answers. Otherwise it drafts a reply and leaves it for a human.
Turn it on
- Go to Settings → Automation.
- Review the suggested topics (e.g. order status, returns policy, opening hours).
- Enable auto-resolution for the topics you trust.
- Set a confidence threshold and optional business-hours rules.
Best practice: Start with one or two low-risk topics such as “where is my order?”. Watch the results in Analytics, then expand.
Tickets & tokens
An auto-resolved conversation counts as one resolved ticket against your plan, and its AI work uses tokens. See tickets vs. AI tokens for how usage is measured.