AI first contact
AI replies after intake (or without) using your knowledge base and custom prompts. Pause or resume AI per ticket; force handoff to staff when needed.
// Features
Everything, from the dashboard
AI first contact, panels, subjects, intake, RBAC, knowledge base, analytics, and Stripe billing — all configured from one place.
Ticket panels
Embed + buttons in any channel; each button opens a ticket with a subject. Panels sync from the API; the bot posts and updates them.
Templates & intake
Per-subject: channel name pattern (e.g. ticket-{number}), mention roles, AI prompt, header embed (Close / Claim / Escalate). Intake: short text, long text, select, multi-select, number, boolean.
RBAC
Map Discord roles to permissions: create, view own, view all, manage, assign, close, AI pause/resume/force-handoff, settings, billing. Cached in Redis (60s TTL).
Knowledge base
Articles attached to your server. The worker sends them (title + content) to the AI context when generating replies. CRUD from the dashboard.
Analytics
Guild analytics: volume, closure rate, AI vs staff resolution, by subject. Staff analytics on higher tiers: per-user responses, claims, closes, first response time, rankings. AI usage: tokens, requests, utilization vs daily cap.
Billing
Stripe Checkout, webhooks, subscription view and cancel. Multiple plans available. Schedule a downgrade; cancel a planned downgrade from the dashboard.