AI answers
SunLicense AI answers your customers' questions from your published help center, and from nothing else. When your pages don't cover a question, it says so instead of guessing, and the question shows up on Tools › Docs › AI answers so you know which page to write next.
Where customers get answers
- Ask AI on the help center. Up to 10 questions an hour per visitor.
/askin your Discord server: a private answer with links to the pages it comes from.
Both answer at once, and both follow one switch: AI answers in the help center's settings (Tools › Docs › Pages › ⋯). Off, customers search the pages themselves. When the AI can't answer, or the customer says the answer didn't help, it offers Open a ticket with their question already filled in (when Support tickets is on and takes tickets there).
- Tickets have their own setting, the mode you pick on Tools › Docs › AI answers (when Support tickets is on too):
- Tickets, depending on the mode you pick on Tools › Docs › AI answers (when Support tickets is on too):
| Mode | What happens on a new ticket |
|---|---|
| Answer automatically (default) | The customer gets the AI's answer at once, with That solved it (closes the ticket) and I need a person. In Discord it appears in the ticket's channel as a message from "your name AI" |
| Suggest a reply | The AI drafts an answer only your team sees. Send it as it is, edit it, or discard it |
| Off | Only your team answers |
When the help center doesn't cover a ticket, your team sees a note saying so. On any ticket, Suggest in the composer asks for a draft from the whole conversation.
How it answers
- Your published pages are split at their headings and searched for the question's words.
- The best sections, and only those, go to the AI with the question. The customer's message is treated as a question, never as instructions.
- The answer comes back with the pages it used. With nothing relevant in your docs, no answer is made.
On a ticket, the AI also gets the facts about the buyer's license: its status and expiry, how many machines use it against the limit, the past week's refused checks (for example "machine limit reached") and what the buyer can do themselves. So "it stopped working on my new server" gets "every machine slot is in use: press Free a machine slot" even when no page covers it. The AI never sees the full key, and it can't change anything: resets and reinstating a license stay with the buyer's own buttons and your team.
The log
Tools › Docs › AI answers lists every answer: the question, the answer, where it was asked (help center, Discord, ticket or your test), and whether the customer found it helpful. Not answered shows only the questions your docs didn't cover; Write a page opens a new page asking SunLicense AI to answer the question.
Try a question shows what a customer asking it would get.
Suggested pages
Tools › Docs › Suggested turns those missed questions into pages. Every Monday (or when you press Suggest pages now), SunLicense AI reads the questions customers asked since the last time that your docs couldn't answer, or whose answer they said didn't help (from Discord, tickets and Ask AI), groups them by topic and drafts up to three pages. It needs at least 3 new questions.
Each suggestion shows the questions behind it and the draft. Emails, license keys, Discord mentions, addresses and links in the questions are removed before the AI sees them. The AI doesn't know your answers, so drafts have placeholders in [brackets] for the facts:
- Edit the draft, then Publish with changes, or Approve and publish as it is. Publishing is refused while a
[placeholder]is left. - Save as draft puts it in the space you picked as a draft page and opens the editor.
- Dismiss removes it.
Up to 9 suggestions wait at a time. Each run counts as one SunLicense AI message.
Plans and your own AI key
| Free | Lite | Standard | |
|---|---|---|---|
| AI answers to customers / month | 30 | 500 | 3,000 |
Answers count per UTC month, including questions the docs didn't cover. With your own Anthropic or Google key (Settings › AI), answers use your key and don't count towards the limit.
Limits for your customers
So one busy customer or Discord server can't use up your answers (or run up your own key's bill), set limits on Tools › Support › AI answers → Limits for your customers. Leave a box blank for no limit.
- Answers a month, all customers. Your own cap below the plan's, for every answer on SunLicense AI or your own key. Once it's reached, customers are offered a ticket instead.
- Answers a day, per customer and a month, per customer. A customer is someone on the help center (by their address), a Discord member using
/ask, or a ticket's customer. Past it they're asked to try again later or open a ticket.
The test box isn't limited or counted. We store who asked only as a one-way fingerprint, so the AI answers tab shows how many answers your busiest customers got, never who they are.