# Auto-responders & FAQ

Automatic replies to trigger words, and a searchable FAQ members can query themselves.

Source: https://noxyrbot.com/docs/auto-responders-faq

## Two tools for the same problem

An auto-responder replies on its own the moment a message matches a trigger - "how do I pay", "refund", "open hours". An FAQ entry waits to be searched: members run /close faq and get the matching answers privately.

Both belong to the Tickets module. If that module is off for the server, neither auto-responders nor the FAQ will answer.

## Triggers and match modes

A trigger is compared against the whole message, in lower case, so matching is never case-sensitive. The first responder that matches wins and only one reply is sent per message.

- **Contains**: Fires when the trigger appears anywhere in the message. The default, and the loosest - "pay" also matches "payment" and "paypal".
- **Starts with**: Fires when the message begins with the trigger. Good for command-like phrases such as "!price".
- **Exact**: Fires only when the entire message is the trigger. The safest choice for short words.

## Where a responder fires

Each responder has a scope that decides which channels it watches.

- **Tickets**: Only inside ticket channels. The default, and the one to use for support answers.
- **All channels**: Every channel the bot can read.
- **Chosen channels**: Only the channels you pick.

> Note: Outside tickets a responder fires at most once every 15 seconds per channel, so a busy chat cannot make it spam. Inside tickets there is no cooldown.

## Placeholders

Responses can include placeholders that are filled in when the reply is sent. Anything the bot does not recognise is left as typed.

- **{user}**: Mentions the person who triggered it.
- **{username}**: Their username, without a ping.
- **{channel}**: Mentions the channel. General responders only.
- **{userId}**: Their Discord user ID. General responders only.
- **{ticketId}**: The ticket's ID. Ticket responders only.
- **{server}**: The server name.

## Managing auto-responders

Auto-responders are created and edited on the dashboard under Tickets → Auto-responders. Each one has a name, a trigger, a match mode, a response, a scope and an active switch, so a seasonal answer can be paused without deleting it.

The bot caches the list for a few seconds, so a change you save can take up to 15 seconds to apply. Messages from other bots never trigger a responder, and the anti-spam check runs first.

## FAQ

FAQ entries are question-and-answer pairs with optional keywords. /close faq with no search words lists the newest entries; with search words it matches against the question, the answer and the keywords, and shows up to eight results. Results are only visible to the person who asked.

- **/close faq**: Search the FAQ. Available to every member.
- **/ticket faq-add**: Add an entry with a question, an answer and comma-separated keywords.
- **/ticket faq-edit**: Change an existing entry. Use "none" as the keywords to clear them.
- **/ticket faq-remove**: Remove an entry.
- **/ticket faq-list**: List every entry in the server.

> Note: Answers are shown up to 1,024 characters each. The same entries can be managed on the dashboard under Tickets → FAQs.