The three reply modes.

The mode decides what Noctiv may send on its own. Every account starts in mode 1, where nothing is sent without your click. Change it in Settings → Reply mode.

Mode 1: Approve everything

Every reply waits for you. You get an e-mail with Approve and Reject buttons, and the draft is in your Inbox in the dashboard, where you can edit it first.

Mode 2: Auto-reply to grounded questions

Replies that are fully backed by your knowledge base go out on their own; a second check confirms every price, date and fact before anything is sent. Everything else waits for you as in mode 1.

Mode 3: Fully automatic

Like mode 2, and when a question can't be answered from your knowledge base the customer gets a short acknowledgement ("Thanks — I'll check this and get back to you as soon as possible.") while you're told what they asked.

What always waits for you, in every mode

  • Complaints and refund requests
  • Legal questions and discount requests
  • Angry or urgent e-mails

These never get an automatic reply. Limits per hour and per customer also apply, and quotes above your automatic-send limit always wait.

Switching

Moving to a more automatic mode asks you to confirm. You can move back at any time. A good path: stay in mode 1 for a week or two, read the drafts, add notes where Noctiv had to ask you, then try mode 2.

Still stuck? Write to contact@noctiv.io, or ask the Noctiv Assistant in the app. All help articles