What it is
Auto-send lets the support agent answer a customer without waiting for approval. You decide it per ticket category, and a reply still has to clear a confidence bar and a fact check before it leaves.
Where to find it
Office › Agents › Customer Support Specialist, Setup tab, section What it answers on its own.
Switch it on
- Set the agent's mode to Controlled or higher. In Draft nothing is sent, whatever is set below.
- Turn Auto-reply on.
- In the table, set each category's Handling:
- Auto: sends on its own when the reply clears the confidence.
- Asks first: drafts for approval.
- Never: hands the conversation to a person.
- For an Auto category, type the Confidence it needs, or leave it empty to use the customer tier's.
- Check Confidence by customer tier (trial, paid, legacy, enterprise, high ARR). A reply needs the stricter of its category's and its tier's.
- Set At most this many replies alone a run.
- Click Save changes. If the change lets more go out without a person, Argus lists what and asks you to confirm.
The fact check
Every reply that would go alone is read by a second model against what the agent read. It goes only when every sentence is backed. If the check cannot run, the reply waits for a person. In force now on the right shows whether the fact check is on.
What the labels mean
| Label | Meaning |
|---|---|
| not auto-send eligible | The category cannot be set to Auto until it is marked eligible in the ticket categories. |
| From the Support desk workflow, From the company profile, Default | Where the value in force comes from. Saving this page sets it here. |
| Auto-reply off | Every category asks first, whatever its row says. |
Good to know
- Some topics never go alone: refunds and other money decisions, carrying out a cancellation, legal, security, sales negotiations and promised dates.
- VIP customers get a person by default. The VIP section can let how-to questions be answered, with the owner told.
- There are also send limits per day and per conversation.
- Only a workspace admin changes the mode. Each change that widens what goes out asks for a confirmation.
- The Accuracy bar on the same tab is the share of a category's drafts that must have gone out as written.