OnFlow AI — the instant first reply

When an eligible member opens a support ticket, an AI teammate called OnFlow AI can post an immediate first answer, grounded in the official Onflow Ads help centre. The idea is simple: you get something useful in seconds, even when every human agent is away — and a real person still reviews your conversation afterwards.

This is not a chatbot you converse with. It answers once, at the start of a ticket, and then hands over to the team.

Who gets it

An instant AI reply is attempted when all of the following are true at the moment you submit:

Condition	Detail
You are signed in	Anonymous visitors get the normal human ticket.
Your plan is eligible	The feature unlocks from the Lite plan upwards. Free accounts get the normal human ticket.
The AI feature is switched on	The team can turn instant AI replies off site-wide.
The AI service is available	If it isn't reachable, your ticket simply goes to the team.
You have AI text allowance left	It draws on your plan's shared AI text allowance. See AI quotas and limits.

If any condition isn't met, nothing goes wrong — your ticket is simply handled by a person, exactly as it would have been. You are never told your ticket "failed".

Only tickets opened from the help widget

The AI first reply applies to conversations opened through the Get help widget. It does not apply to the contact form or to a Boost order report — those go straight to the team.

What you see

1. You fill in the message form and press Send message. See Opening a support ticket.
2. The confirmation screen appears as normal, with your reference code.
3. Below the confirmation, a card appears headed 🤖 OnFlow AI · instant answer, showing a typing indicator while the answer is prepared.
4. Within a few seconds the answer replaces the typing indicator, followed by the line: "A teammate reviews every conversation and follows up by email if anything's missing."

The card stays on screen until you press Done or close the panel. The answer is also saved into your conversation, so you can reread it any time from Your messages.

If a human gets there first

If a real agent replies before the AI does, OnFlow AI stands down and the card is replaced with:

"✉️ Our team has already replied — check your email inbox."

The human reply itself is delivered by email, as always.

If the card disappears

The confirmation screen only watches for the answer for about a minute. If nothing has arrived by then, the card is removed and you're left with the normal confirmation. That does not mean your ticket failed — it means no AI answer was produced for it, and the team will reply by email.

What OnFlow AI can and can't do

It can:

• Answer general questions about Onflow Ads — how a product works, what a rule means, where a page lives.
• Quote and summarise real help-centre content rather than guessing.
• Give you something actionable at 3am, when nobody is at the desk.

It won't:

• Promise refunds, credits or policy exceptions. Only the team can decide those.
• Act on your account. It cannot issue a payout, cancel an order, change a plan or unlock anything.
• Invent specifics. When your question needs account-specific action — a refund, a payout, anything inside your account — it says a human teammate will follow up rather than making something up.

Other characteristics:

• Answers are short and to the point (well under a couple of hundred words) and written in plain text.
• Every answer signs off as OnFlow AI, so you always know what wrote it.
• It replies once per ticket, as the first message. Your follow-ups go to the human team.

An AI answer is not a decision

Nothing OnFlow AI writes is a commitment by Onflow Ads. If it tells you a policy applies to your case, the team's reply is the one that counts.

What happens next

An AI answer does not close your ticket. Every AI-answered conversation is still reviewed by a real teammate, who follows up by email if anything is missing or wrong.

In Your messages, the conversation carries the chip Answered by AI until a human replies or you send a follow-up. Opening it shows the banner "🤖 OnFlow AI answered instantly below — a teammate follows up by email if anything's missing." See Ticket statuses and threads.

If the answer solved it, you don't have to do anything at all.

How it uses your plan's AI allowance

Instant AI replies draw on the same shared AI text allowance your account uses for other AI features. Two things make that fair:

• One allowance unit is used per AI first reply, not per ticket message.
• If no answer is actually produced, the allowance is not spent.

If your allowance is exhausted, new tickets simply go to the team without an AI answer. Nothing is blocked or refused.

Edge cases

I'm on an eligible plan but got no AI answer. Any of these will do it: your AI allowance is used up, the feature is switched off, the AI service is momentarily unavailable, or a human agent replied first. None of them affect your ticket.

The AI answer was wrong or unhelpful. Reply in the conversation using Add to this conversation and say so. That flips the status back to Awaiting reply and puts it squarely with the team.

Can I ask OnFlow AI a second question in the same ticket? No. It answers once. Follow-ups are read by people.

Can I opt out of AI replies? There is no per-ticket switch. If you'd rather write only to a person, use the contact form — it never produces an AI reply.

Related

• Getting an instant answer — the on-demand help-centre search, available to everyone including signed-out visitors.
• AI helpers across Onflow Ads — where else AI shows up in the product.

Next: what happens to the conversation from here — Ticket statuses and threads.