Answer first, ticket second
Before a ticket opens, the bot asks the member what they need, lets the AI try to answer, and only creates the ticket if they still need help. The way out is always one click away.
Where do I find my receipt?
Let me check the FAQ first
I'll see if I can answer this right away before connecting you to a human.
Finding your receipt
Open your account page → Billing → Order history. Each purchase has a Download receipt link next to it.
Answered from your FAQ
That solved it, thanks
Glad I could help!
No ticket needed - reach out any time if something else comes up.
Illustration only - actual interface and behavior may differ
AI FAQ is in beta and rolling out gradually. The gatekeeper never blocks a member - "I still need help" always opens the ticket, so no one is ever stuck behind the AI.
Runs on Modmail and the Ticket System
Switch the gatekeeper on for either support surface, or both. The flow is the same - only how members start it differs.
When the AI can deflect
If the answer is already in your FAQ, the member gets it on the spot. They tap "That solved it" and no ticket is ever created - saving your team a round-trip they didn't need.
Where do I find my receipt?
Let me check the FAQ first
I'll see if I can answer this right away before connecting you to a human.
Finding your receipt
Open your account page → Billing → Order history. Each purchase has a Download receipt link next to it.
Answered from your FAQ
That solved it, thanks
Glad I could help!
No ticket needed - reach out any time if something else comes up.
Illustration only - actual interface and behavior may differ
When it escalates to a human
If the AI can't fully answer - or the member simply wants a person - "I still need help" opens the ticket exactly as normal, including any form or topic welcome you've set up.
About your account
I can help with general billing questions, but I don't have the details to reopen a closed dispute on your account.
I still need help
Ticket opened
Your question is on its way to the team. They'll reply right here shortly.
Topic
Billing dispute
Status
Waiting for staff
A team member will be with you soon
Illustration only - actual interface and behavior may differ
Screen every topic, or just the ones you choose
A global default plus a per-topic override decides where the gatekeeper runs - so high-touch topics can always go straight to a human.
Screen all by default
The gatekeeper runs on every topic unless a specific topic opts out. The simplest starting point.
Opt in per topic
Turn the default off and only screen the high-volume topics you choose - everything else behaves normally.
Straight to a human
Set sensitive topics like appeals or refund disputes to "Never screen" so they reach your team directly.
Plays nicely with your forms
Already collecting structured info with a form? You decide exactly how the AI fits around it - before, instead of, or out of the way entirely.
Learn about formsForm after the AI answer
The gatekeeper runs first; if the member escalates, they fill in the form before the ticket opens. You keep your structured data and the AI deflection.
Skip the form
The ticket opens immediately on escalation with no form - handy when the AI pop-up already captured what the form would ask.
Don't gate form topics
The AI is skipped entirely on topics with a required form, so members go straight to the form they already know.
Where the gatekeeper helps most
It works best on topics where members ask the same things over and over.
Modmail deflection
Catch "how do I claim my role?" in DMs before it ever becomes a ticket.
Ticket forms
Try the AI first, then still collect your form data when the member escalates.
Opt-in screening
Only screen your busiest topics and leave high-touch ones straight to a human.
Frequently Asked Questions
No. "I still need help" is always one click away and always opens the ticket as normal. The gatekeeper deflects questions it can answer - it never blocks anyone from reaching your team.
Yes. You can switch the gatekeeper on for Modmail, the Ticket System, or both. The member experience is the same on each.
You choose: show the form after the AI answer, skip the form on escalation, or skip the AI entirely on form topics. Your structured intake stays exactly how you want it.
Yes. A global default plus a per-topic override lets you set sensitive topics like refund disputes or appeals to "Never screen" so they go straight to a human.
It says so plainly - it never makes something up - and offers a ticket (or steps aside, depending on your settings). The member is always able to reach a human.
Explore the rest of AI FAQ
The gatekeeper is one piece of how the AI helps your team.
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