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AurionAI

Auto-resolution

5 min readBy Emmanuel Yazbeck

Auto-resolution lets AI answer customer conversations with your knowledge base articles. In one mode the AI prepares a draft reply for the agent. In the other mode the AI sends the reply itself when every check passes. You set the mode and the limits on the Auto-Resolution page.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • Your knowledge base has published articles. Read Write and publish articles.
  • For Auto-Resolve mode, Auto-classification is on.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the AI category.
  3. Select Auto-Resolution.

The Active on: line shows the channels where auto-resolution runs.

The Auto-Resolution page with the mode and the confidence thresholds.

Switch on in Suggest mode first

Auto-resolution is off for a new organization. Start with Suggest mode. It sends nothing to customers.

  1. In Enable Auto-Resolution, select Enable AI-powered resolution.
  2. In Resolution Mode, select Suggest.
  3. Select Save Changes.

After each new customer message, the AI looks for a matching article. When it finds one, the agent sees a draft reply above the reply box. The agent sends it or dismisses it.

Set the thresholds

Setting Default Range Used in
KB match threshold 90% 40% to 100% both modes
Reply coherence threshold 80% 40% to 100% Auto-Resolve
Auto-resolve threshold 92% 50% to 100% Auto-Resolve
  • KB match: an AI pass scores how well the article answers the problem. Below the threshold, AurionAI skips the conversation in both modes.
  • Reply coherence: an AI pass scores how well the draft answers the customer's question. Below the threshold, AurionAI keeps the draft as a suggestion.
  • Auto-resolve: AurionAI computes one combined score: the average of the classification confidence, the KB match score and the coherence score. Below the threshold, AurionAI keeps the draft as a suggestion.

These values are the AurionAI defaults. The template of your organization can start with other values.

Limit which conversations qualify

In Category Allowlist, add the categories that the AI may resolve alone.

  • In Auto-Resolve mode, the AI resolves only conversations in the listed categories. An empty list blocks everything: AurionAI skips every conversation.
  • In Suggest mode, the list is not used.

In Exclusion Guardrails, these options are selected by default. AurionAI always skips a matching conversation:

  • Skip high-priority and urgent conversations
  • Skip conversations with negative sentiment
  • Skip VIP contacts and companies
  • Skip conversations that have attachments

In Limits & Cooldown:

  • Max auto-resolve attempts per conversation: default 2, from 1 to 10. After this number of attempts, AurionAI skips the conversation.
  • Cooldown before sending (seconds): default 0 (Immediate), up to 3600. With a value above 0, the reply waits this long before it is sent, so an agent can step in.
  • Daily auto-resolve limit: empty by default, which means no limit. Enter a number from 1 to 10,000. To remove the limit, select Clear (unlimited).

Move to Auto-Resolve mode

  1. Check the audit log and the AI dashboard for a few days in Suggest mode. The next section explains how.
  2. Add the safe categories to Category Allowlist. This is required: with an empty list, the AI resolves nothing.
  3. Optional: set a cooldown and a daily limit.
  4. In Resolution Mode, select Auto-Resolve.
  5. Select Save Changes.

In this mode the AI sends the reply when the conversation passes every guardrail and every threshold. A conversation that has no AI classification is skipped.

Review the results

Recent Resolution Audit Log at the bottom of the page lists the last 20 decisions. For each one it shows Action, Mode, Combined and Skip Reason. Select Refresh to load new rows.

Common skip reasons are low_kb_match, excluded_category, high_priority, negative_sentiment, vip, has_attachments, max_attempts_reached, classification_not_run and daily_limit_reached.

For totals, open the AI Dashboard page and select Resolution. Read AI dashboard.

Switch off safely

  • To stop automatic replies but keep drafts, select Suggest and save.
  • To stop everything, clear Enable AI-powered resolution and save.

Replies that were already sent stay in the conversations.

Result

AurionAI reads the settings for each new customer message. Your changes apply to the next message.

If something goes wrong

  • Failed to save settings. or a message that names a length limit. A category name has more than 120 characters, or the list has more than 100 categories. Shorten or remove it, then save again.
  • Nothing is resolved in Auto-Resolve mode. Check that auto-classification is on and that Category Allowlist lists the categories. Read the skip reasons in the audit log.
  • No AI resolution is proposed or sent at all. Check the AI Resolution Lifecycle feature flag. When it is off, auto-resolution does not propose or send AI resolutions. Read Feature flags.
  • Every conversation is skipped with a low KB match. Your articles do not answer the questions well enough. Improve the articles, or lower KB match threshold with care.
  • Conversations on one channel are never evaluated. Check the AI Coverage page.

Still stuck? Submit a request or .