How to Enable AI Auto Reply?
AI Auto Reply lets ProProfs Help Desk answer customers automatically, using the sources you've connected to your Help Desk AI. It's a single toggle on the inbox settings page, backed by your Knowledge Base, website content, uploaded files, and past tickets.
What Is AI Auto Reply?
AI Auto Reply is an inbox-level setting that automatically sends an AI-generated reply to a customer when their query matches a relevant answer in one of your connected AI sources. It lives under Settings > Channels > Inboxes > Edit > Inbox Details, and it draws its answers from the sources connected under ProProfs AI > AI Training Manager.
Why Use It?
AI Auto Reply gets simple, repetitive questions answered the moment they come in, without waiting on an agent.
- A customer writes in outside business hours: AI Auto Reply answers instantly instead of making them wait until an agent is online.
- An agent's queue fills up with repetitive questions: AI Auto Reply resolves the common ones automatically, freeing agents for complex tickets.
- A customer isn't sure their issue is actually fixed: the built-in Yes/No confirmation lets them confirm resolution or ask for more help, so tickets don't close prematurely.
Example Use Cases
- A support lead enables AI Auto Reply on the Support inbox so password-reset and account questions get answered immediately from the knowledge base.
- An IT admin connects past resolved tickets as an AI source so auto-replies can reuse proven troubleshooting steps.
- A customer receives an AI-generated reply for a Shopify password reset and clicks Yes, close ticket once the steps resolve their issue.
Step-by-Step Instructions
Step 1: Go to Settings > Channels > Inboxes.
Step 2: Click the three-dot action menu next to an inbox and select Edit.
Step 3: On the Inbox Details tab, turn on the AI Auto Reply toggle.
Step 4: Go to ProProfs AI > AI Training Manager to confirm the sources feeding your Help Desk AI are connected.
- Knowledge Base: Links your ProProfs KB articles as an answer source.
- Website / URLs: Scrapes help content directly from your website.
- File Upload: Uses uploaded PDFs, SOPs, or policy docs as an answer source.
- Past Tickets: Learns from your team's previously resolved support tickets.
Step 5: When a customer's question matches a connected source, they automatically receive an AI-generated reply by email with a resolution check.
Step 6: If the customer clicks Yes, close ticket, the ticket is marked Closed. If they click No, still need help, the ticket reopens for an agent to continue.
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