When can Convor AI reply?
Set AI availability, Knowledge requirements and what happens when the bot can't answer.
Before switching on autonomous replies, decide what should happen when your chatbot can't find a trustworthy answer. Open AI settings (/ai-settings). This is where you control availability and Knowledge requirements.
Prepared replies, tagging and conversation handoffs belong in Rules. Articles live in Knowledge.
When should the bot be available?
Check that AI is enabled and included in your plan. Choose the working hours. Decide when the bot should stay silent because an operator is available. Configure its introduction and other automatic messages in Rules. Keep traffic protection on.
How much evidence does AI need?
Set a confidence threshold and choose the Knowledge mode.
Open AI settings → How AI replies and find How AI answers. Under Where the bot gets answers, choose Knowledge base only to require a matching source article, or Articles plus AI's own knowledge to allow a response based on the model's general knowledge when articles do not match.
The Confidence threshold determines whether an article counts as relevant enough. Set the percentage to match the risk of the topic. Under When confidence is low, choose The bot asks a follow-up to clarify a question or Hand it to a human to transfer the conversation. Try both behaviors with actual customer questions before allowing the chatbot to reply on its own.
For example, if a refund needs human approval, choose Always hand off to an operator in the refund article. If every message containing a specific phrase needs an immediate handoff, create a Rule.
When lowering the threshold will not help
Read the article itself first. A page that mentions a product by name might match the keywords without explaining how to use it. Improve Knowledge with the steps, prerequisites and exceptions customers need instead of repeatedly lowering the confidence requirement. Use Always hand off to an operator in the article when a decision needs human approval, regardless of how closely the wording matches.
Configure introduction, unavailable-operator, clarification and handoff messages in Rules, separately for each site and channel. They exclude Email by default. See Closing conversations and analysis for inactivity closure and analysis settings.
Try four messages first
Test one message handled by a Rule, a question covered by a published article, a question with no supporting article and a request for a person. Then enable autonomous replies. Changing AI settings won't make an action-only Rule start sending messages.
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