AI Assistant

AI Auto-Reply

Let AI send replies automatically. Delay-based, hour-based, and language rules explained.

AI auto-reply lets the Chatgram AI send a reply by email automatically if no human has answered in time. Unlike AI drafts (which the AI prepares but you send), auto-reply is fully hands-off, useful for after-hours or as an SLA safety net.

Auto-reply is off by default. You explicitly enable it per website. When it fires depends on the trigger you configure:

  • After a delay: wait N minutes, then reply if still unanswered
  • During set hours: only reply inside a daily time window
  • Both: whichever comes first

With delay-based auto-reply, you tell Chatgram: “if a ticket hasn’t been answered by a human within N minutes, let the AI reply.”

Configuration:

  1. Go to ⚙️ Settings → 🤖 AI assistant → Auto-reply
  2. Enable auto-reply
  3. Set the delay (e.g. 15 minutes, 60 minutes, 240 minutes)

The AI waits the specified time. If the ticket is still unanswered when the timer expires, the AI drafts and sends a reply from your knowledge base.

Tip. A delay of 30 to 60 minutes gives humans first crack at the ticket while ensuring customers don’t wait indefinitely if the team is asleep or in a meeting.

With hour-based auto-reply, you tell Chatgram: “only let the AI reply inside a specific daily time window.”

This is great for after-hours coverage. Example:

  • Set the window to 18:00 to 08:00 local time
  • Between those hours, AI handles new tickets automatically
  • Between 08:00 and 18:00, humans reply, AI stays silent (or only drafts, if you also want that)

The time window is in your local time zone as configured for the website. Chatgram handles the DST math for you.

You can configure both a delay and an hour window. Whichever condition triggers first, AI fires:

  • Delay: 60 minutes, Hours: 18:00 to 08:00. A ticket arriving at 17:30 waits 60 minutes but AI fires at 18:00 when the window opens (whichever comes first, the hour boundary in this case).
  • A ticket arriving at 02:00 fires 60 minutes later (delay wins because we’re already in the window).
  • A ticket arriving at 12:00 stays with humans; AI doesn’t fire because it’s outside the window entirely.

This combination gives you SLA safety (delay) plus after-hours coverage (window) simultaneously.

The AI can reply in a few different languages:

  • Customer’s language: the AI detects the language of the incoming ticket and replies in it
  • English: always reply in English regardless of the ticket’s language (the global default if unset)
  • Match the ticket’s language: similar to “customer’s language”, picks whichever language the incoming message is in

Configure in ⚙️ Settings → 🤖 AI assistant → Language.

Tip. If your business is bilingual (e.g. Persian and English), “match ticket language” is usually the best choice. Customers get an answer in whatever language they wrote in.

If several agents each enable auto-reply on the same website, a customer could get multiple replies from AI, one triggered per agent. That’s confusing.

Solution: assign one owner per queue and turn auto-reply off for other agents on that website. Only the owner’s auto-reply configuration fires.

Chatgram doesn’t currently enforce single-owner auto-reply automatically, so this is a team discipline / coordination question. Most teams pick the owner of the website (usually the person who verified the domain) to hold the auto-reply setting.

Per-website auto-reply toggling:

  1. Open the Chatgram bot or admin panel
  2. Select the website
  3. Go to ⚙️ Settings → 🤖 AI assistant → Auto-reply
  4. Toggle auto-reply off

With auto-reply off, the AI can still draft replies (if drafts are enabled), but nothing goes out automatically. Every reply requires an agent to hit send.

Turning off auto-reply doesn’t affect the underlying knowledge base or draft functionality, only the automated sending behaviour.

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