Deflection settings
Reference for the settings that shape Deflection AI: duplicate ticket merging, reply timing, privacy exclusions and the optional monthly deflection limit.
This page lists every setting that changes how Deflection AI behaves, and where to find it.
Ticket merging#
Customers sometimes send the same request twice. Pluno can merge those duplicates so your team sees one conversation.
In the Pluno web app, open Deflection, then Settings.
| Setting | What it does | Default |
|---|---|---|
| Allow automatic ticket merging | Lets Pluno merge a new ticket into another open ticket from the same requester, when it is confident both are about the same issue | Off |
| Notify requester about ticket merges | Tells the customer about the merge with a public comment on the original ticket. When off, the merge comment is internal | On |
How merging works:
- Pluno only merges into open tickets, never into solved or closed ones.
- The ticket that is merged away gets the
pluno-mergedtag, and Pluno does not reply on it. - The ticket it was merged into gets an internal note saying which ticket was merged and why.
Reply timing#
Reply delays are set per channel type, not on the Settings page:
- Tickets: Delay Pluno's replies on Ticket deflection.
- Chats: Delay Pluno's replies on Messaging deflection.
Settings elsewhere that affect Deflection AI#
| Setting | Where | Effect |
|---|---|---|
| The agent Pluno replies as | Deflection, then Ticket deflection | Pluno answers every ticket assigned to this agent |
| Auto-assignment | Deflection, then Ticket deflection | Sends new email and form tickets to Pluno |
| Enabled messaging channels | Deflection, then Messaging deflection | Makes Pluno the first responder on a channel |
| Workflows | Deflection, then Workflows | Your rules for replying and escalating |
| Excluded ticket groups | Settings, then Data Privacy | Pluno never processes tickets in these groups |
| Exclude internal notes | Settings, then Data Privacy | Pluno does not read internal notes |
Monthly deflection limit#
If you want to cap how many tickets Pluno resolves in a month, the Pluno team can set a monthly deflection limit for your workspace. There is no limit unless you ask for one.
When the limit is reached:
- Pluno leaves new tickets and chats to your team and marks them with the
pluno-monthly-deflection-limit-exceededtag. - Conversations Pluno is already handling continue as normal.
- The count resets at the start of the next calendar month.
Contact the Pluno team to set or change a limit.
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