Settings

Settings controls how Thoth behaves for this server.

Setting up for the first time? Use the setup guide — most teams configure basics in Discord with /thoth-config setup or /thoth-config link. Come back here for advanced options.

Most changes on this page require you to run /thoth autoconfig in Discord to create or update channels and the ticket panel (unless you used /thoth-config setup or /thoth-config link, which apply changes immediately).

Staff roles

Select the Discord roles that should be treated as support staff.

Staff:

• Can see every ticket channel
• Cause the bot to pause replies while they are active (subject to cooldown)
• Can run staff-only commands like /close

Add the smallest set of roles that actually handle support. Broad @everyone or large member roles will give too many people access to private tickets.

Ticket types

Ticket types define the options users see in the panel and how tickets are organized.

For each type you can set:

• Label — what users click (for example "General", "Billing", "Enterprise")
• Description — optional helper text shown near the button
• Enabled — whether the type appears in the panel
• Category — the Discord category that will contain ticket channels for this type (created or adopted on autoconfig)
• Required roles — if set, only members with at least one of these roles can open this type
• Max open per user — default 1. Set to 0 for unlimited. Prevents duplicate conversations.

You need at least one enabled type before /thoth autoconfig will succeed.

After changing types, categories, or role restrictions, run /thoth autoconfig.

Business hours

Business hours let Thoth behave differently when your team is offline.

Options:

• Enable business hours — turn the feature on
• Timezone — used to interpret the schedule
• Weekly schedule — per-day open/close windows
• Away message — sent to users who write outside hours (when enabled)
• Allow tickets outside hours — whether users can still open tickets when you are closed
• Skip AI outside hours — when on, Thoth sends the away message instead of searching and replying

Even when AI is skipped, tickets still land in the normal categories and staff can work them.

Test your away message in Playground if you want to see how it will read.

Auto-learn

When enabled, resolved tickets with staff participation can produce short tip suggestions.

• On — Thoth proposes tips; staff confirm or remove in the learned-tips channel and in the dashboard
• Off — you are responsible for all knowledge; no automatic suggestions are created

You can edit or remove any tip later regardless of how it was created. See Auto-learn and Tips.

Staff reply cooldown

After a staff member sends a message in a ticket, Thoth waits before it will reply again.

• Default: 30 minutes
• Range: 0–1440 minutes
• 0 means "no time-based pause"

Thoth also uses other signals to avoid interrupting active staff conversation. Most teams use 15–60 minutes.

Response voice

Provide an optional style or tone instruction for bot replies, for example:

• "Friendly and concise"
• "Formal, avoid contractions"
• "Short sentences, bullet points when listing steps"

This is a soft steer. Test the effect in Playground after changing. Overly long or contradictory instructions can hurt answer quality.

Transcript retention

Set how many days closed ticket transcripts are kept (both in storage and for dashboard access). After the period elapses, transcripts are permanently deleted.

Common choices:

• 30 days for normal operations
• 90 or 365 days if you need audit trails or training data

Management channels

When you run /thoth autoconfig, Thoth creates or adopts three channels under a "Thoth Staff" category:

• ticket-transcripts — full transcripts of closed tickets
• staff-review — escalations and items for human attention
• learned-tips — auto-learn suggestions with confirm/remove buttons

You can relink these later in Settings if you want to use existing channels. Changing them usually requires another /thoth autoconfig to fully apply.

Applying changes

After you save Settings, run:

/thoth autoconfig

in Discord. This is what actually creates categories, channels, and the ticket panel that users click.

You can run it as often as you like. It is safe to re-run on an existing setup.