FAQ

How do I set up Thoth from scratch?

Follow the setup guide. It is written for complete beginners.

• New server: run /thoth-config setup in Discord (one form, done).
• Existing support channels: run /thoth-config link in Discord.
• Prefer the website: configure in dashboard Settings, then run /thoth autoconfig in Discord.

You do not need the dashboard to get started.

What is Thoth?

AI support for Discord. Users open private ticket channels from a panel. Thoth replies from your documentation and learned tips. When it cannot help, it escalates to staff. Your team works in Discord; you configure and review in the dashboard.

Do users need anything besides Discord?

No. All support interactions happen in Discord. The dashboard is only for your team.

How do I test what Thoth will answer?

Use Playground on the Knowledge page. Type questions the way your users do. You will see the exact answer and which content was used.

Do not rely on /thoth askgpt for this. It ignores your knowledge base.

Why did Thoth not reply in a ticket?

Common causes:

• A staff member sent a message recently and the cooldown is still active.
• The ticket has already escalated and staff are expected to handle it.
• You are out of AI replies for the month on your current plan.
• The bot does not have permission to send messages in that channel.
• Business hours are configured to skip AI outside your support window.

Check Insights, the ticket transcript, and Billing usage. Test the same question in Playground.

Can a user have more than one open ticket?

By default, one open ticket per user per ticket type. You can increase or remove this limit per type in Settings.

How often do URL sources refresh?

• Free: every 24 hours (1 URL source)
• Plus: every hour (up to 5 URL sources)
• Enterprise: every 15 minutes (up to 50 URL sources)

See Knowledge.

What happens when I hit a limit?

• Ticket limit — new tickets are blocked until the next month or you upgrade.
• AI reply limit — Thoth will escalate instead of answering in tickets and Playground.
• Indexing limit — new or refreshed content may be delayed until the next cycle.

Limits reset monthly. See Billing.

Is billing per server?

Yes. Each Discord server has its own plan and monthly quotas. Knowledge, tickets, tips, and settings are also isolated per server.

See Billing.

What is zero-access encryption?

Enterprise includes optional encryption at rest with your KMS key that blocks Thoth operators from reading your ticket and knowledge content in platform admin. Your team’s dashboard and Discord experience stay the same.

It is enabled during Enterprise setup (contact sales). See Zero-access encryption for setup requirements and what is encrypted.

Where do transcripts go?

On /close, a transcript is posted to your ticket-transcripts channel and is available in the dashboard under Tickets. Retention is controlled in Settings.

Can staff add someone to a ticket?

Yes. Use /add user:@someone in the ticket channel. Staff and the ticket owner can add people; staff can also remove them with /remove.

Do I need to run autoconfig after every setting change?

• First-time setup in Discord: /thoth-config setup or /thoth-config link applies everything — no separate autoconfig step.
• Changes in the dashboard: run /thoth autoconfig when you change ticket types, staff roles, categories, or management channels.
• Other settings (cooldown, voice, auto-learn) take effect without autoconfig.