Confidence Thresholds
How Ticket0 decides between auto-send, human review, and human-required handling.
Ticket0 computes a confidence score for each AI draft using a rule-based system. Thresholds control which path the conversation takes.
Decision bands
Score is 0–100 (persisted internally as 0.00–1.00; the UI uses the 0–100 form).
- At or above the auto-send threshold (workspace-configurable, default 85): draft is ready to send (
auto_send). Only actually auto-sent whenautoReplyis enabled; with it off, scores in this band fall intohuman_reviewinstead. - 60 to (threshold − 1): draft requires operator review (
human_review). The composer opens with the draft pre-populated for one-click approval. - Below 60: draft suppressed and ticket routed to a human with an empty composer (
human_required). The 60 floor is hardcoded and can't be lowered.
What affects confidence
Confidence is not one signal. It combines:
- Knowledge base match quality
- Classification confidence
- Customer sentiment
- Topic risk penalties (for example billing/account)
- Similar historical resolution patterns
- Draft quality indicators (for example very short drafts are penalized)
Adjusting threshold
Go to AI Agent → Features → Auto-reply confidence threshold.
Practical starting points:
- General support (default): 85
- Low-risk FAQ / order status: 75–80
- Billing / account-sensitive flows: 90+
Lowering the threshold increases automation volume (more replies sent without review) and the risk of a bad auto-send. Raise the threshold if auto-sent replies are being followed up with corrections, flagged by customers, or misrepresenting policy. If operators are heavily editing drafts before sending (i.e. in human_review), the fix is prompt/KB quality — the threshold doesn't move those drafts out of the composer.