Confidence Scoring
Every AI response has a confidence score (0-100%).
Thresholds
Configure in Settings → AI:
| Threshold | Default | Action |
|---|---|---|
| Auto-send | 90% | Sent automatically |
| Draft | 60% | Saved for human review |
| Below draft | — | Escalated to human |
Heuristic Adjustments
| Factor | Effect |
|---|---|
| High knowledge base similarity | +5% |
| Low similarity | -5% |
| No passages found | Capped at 20% |
| Customer frustration detected | -10% |
| Action request (refund, deletion) | -15% |
Want to review ALL responses? Set auto-send to 100% or disable it entirely.