Deploy
Choose where Dexbi runs in your server and how it replies there.
Deploy is where you put Dexbi to work. Each deployment is a set of channels with its own settings, so Dexbi can behave differently in different places. Only Admins and the Owner can create or change deployments.
Public agent and ticket agent
| Public agent | Ticket agent | |
|---|---|---|
| Where | Channels, forums and categories you pick | The category your ticket bot opens tickets in |
| Replies by default | Smart reply | Reply all |
| Escalation, Smart close, Transcripts, Smart rename | No | Yes |
For the ticket agent, pick a category. Every text channel inside it is treated as a ticket. Forums only work with the public agent.
Create a deployment
Click New next to the agent you want. In the drawer:
- Name (optional), like "Support tickets".
- Where it runs: check channels, forums or categories. A category covers every channel inside it, including new ones.
- The answering settings below.
- Click Create.
To change a deployment, click it in the list. Changes save as you make them. Done closes the drawer and Delete removes the deployment.
The list shows each deployment's status: N live (channels it covers) or Off if it has no channels.
A channel can only be in one deployment. Text, announcement and forum channels and categories are listed. Voice channels, stage channels and threads aren't. A thread is covered through the channel or forum it's in.
When it replies
Smart reply: answers members who need help. It ignores chatter, conversations aimed at someone else, and anything your team is already handling, until someone asks it directly.
Reply all: replies to every message in these channels, whoever it was meant for.
Asking directly means any of these:
- pinging Dexbi,
- replying to one of its messages,
- writing its name,
- following up within 5 minutes of its last answer to you,
- writing in a thread that started from one of its messages.
How eager to help
Only with Smart reply.
- Loose: jumps in whenever someone might need help. More replies, the odd miss.
- Balanced (default): helps anyone who clearly needs it and stays out of chatter.
- Strict: waits until it's clearly being asked.
This also changes how closely your documents need to match a question before Dexbi treats it as covered.
When it can't answer
Only with Smart reply.
- Says so (default): tells the member it doesn't have that.
- Stays quiet: says nothing when it has no answer.
With Reply all, Dexbi always tells the member when it doesn't have an answer.
Show images from the docs
On by default. Dexbi includes diagrams and screenshots from your documents in its replies when they help. It only shows images from your documents, never ones members posted.
Ticket behaviors
Only for the ticket agent.
Escalate to staff
On by default. Hands the ticket to a person when one of your escalation rules matches. Write the rules and pick the actions under Guidance > Escalation. See Hand tickets to staff.
Smart close
Smart close tickets is on by default. It closes the ticket once the member confirms it's solved or stops replying, then runs your Ticket closing actions.
- Auto-close in: how long the member can stay silent before the ticket closes. Dexbi checks in along the way. Default 1440 minutes (24 hours). From 5 minutes up to 7 days.
- Time extension: extra time when the member asks for more. Same default and range.
Before closing, Dexbi checks in twice. See Close tickets and save transcripts.
Transcripts
Off by default. Saves a copy of the ticket when it closes and sends the member a link to it.
- Save to: a channel where a copy is posted for your team. The member gets their link by DM.
Smart rename
Smart rename tickets is off by default. Basic and up. Once the member's issue is clear, Dexbi renames the ticket to fit it and keeps its number, so ticket-3500 becomes refund-3500. It renames each ticket once.
- Rename instructions: how to name tickets, up to 500 characters. The default asks for one or two lowercase words joined by dashes, and never names, emails or order details. Reset to default puts the original back.
Dexbi skips the rename if someone renamed the channel in the last 10 minutes.
Good to know
- Test your settings in the Test box before deploying to a busy channel. The Test box always answers as the ticket agent.
- Dexbi groups quick messages from the same person into one question, so it won't answer three times when someone sends three short lines.
- Dexbi replies as a Discord reply to the member's latest message, in the same channel or thread.