AI ticket replies
Let Rimpllee draft and answer support tickets with AI, grounded in your own knowledge base. 1 credit = 1 reply, powered by Claude Haiku 4.5.
AI replies let Rimpllee answer support tickets for you. You paste your FAQ, rules and docs into a knowledge base, and the AI uses only that information to write short, friendly answers inside the ticket. If a question isn't covered, it never guesses — it steps aside so your team can take over. Every reply is powered by Claude Haiku 4.5 and costs 1 credit.
“Auto — reply to the user” is not available yet
Right now AI replies are staff-triggered only, using the /ai command. The fully automatic mode — where the bot answers the user on its own without staff — is marked Coming soon and cannot be enabled yet. We'll announce it here once it ships.
How it works
- 1
You write a knowledge base
Paste your FAQ, rules and product docs on the AI Replies page. This is the only source the AI is allowed to use.
- 2
You buy credits
Each AI reply spends one credit. Credits are one-time top-ups and never expire.
- 3
You turn AI on for a category
In a ticket button's settings, set its AI mode to Staff-assist so the /ai command works inside that category's tickets.
- 4
Staff request a reply
Inside an open ticket, a staff member runs /ai. Rimpllee reads the recent messages, drafts an answer from the knowledge base and posts it.
Reply modes
Each ticket category (each button or dropdown option) has its own AI mode, set in the button's settings under AI replies.
| Mode | What it does |
|---|---|
| Off | AI replies are disabled for this category. This is the default. |
| Staff-assist — reply on /ai | Staff can run the /ai command to have the AI draft and post a reply. This is the only working mode today. |
| Auto — reply to the user (Coming soon) | The bot would answer the user automatically with no staff action. Not available yet — the option is locked. |
The knowledge base
There is one knowledge base per server, shared by every category that has AI replies on. Open it with the Knowledge base button on the AI Replies page and paste in your FAQ, rules and docs (up to 15,000 characters).
- The AI answers only from what you put here — it never invents details.
- If a question isn't covered, it defers to your team instead of guessing.
- It will never promise refunds, discounts or deadlines, and won't share links that aren't in the knowledge base.
Write it like you'd answer a member
Short, clear entries work best — how to claim premium, where the rules are, your refund policy, common setup steps. The more your knowledge base covers, the more tickets the AI can handle on its own.
Using staff-assist (/ai)
- 1
Open an AI-enabled ticket
The ticket's category must have its AI mode set to Staff-assist.
- 2
Run /ai
Any support staff member for that category can use the command. Only staff can run it — members can't.
- 3
Rimpllee drafts and posts
It reads the last few messages, writes an answer from the knowledge base, and posts it in the ticket. This spends 1 credit.
If the answer isn't in the knowledge base, the AI won't post anything — it leaves the ticket for your team and no credit is charged.
Credits
1 credit = 1 AI reply. Buy credits on the AI Replies page — they're one-time purchases (excl. VAT) and never expire. When you run out, the bot simply stops sending AI replies until you top up.
| Pack | Credits | Price |
|---|---|---|
| Starter | 250 | €4.99 |
| Standard | 1,000 | €14.99 |
| Pro | 5,000 | €49.99 |
Refunds on failure
If a reply can't be generated, the credit is automatically refunded — you're only charged for replies that are actually posted.