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 /ticket 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.

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. /ticket 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.

/ticket 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.

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