The instant first reply

There is a second place Onflow AI shows up, and it is easy to miss because it happens to you rather than being something you start. Open a ticket through the widget's Email the team form and, on an eligible plan, an AI answer can land on that ticket within seconds — grounded in the same product brief and published documents the chat uses, and delivered to your inbox as well as the page.

A real teammate still reads the conversation afterwards. The instant reply is a head start, not a substitute.

This is a different feature from the Onflow AI chat, and it is metered differently: the chat runs on your support-message allowance, this reply spends one unit of your plan's shared AI text quota.

Before you start

• It only applies to conversations opened through the help widget's Email the team form. The contact form and a Boost order report never produce one.
• You have to be signed in, on an eligible plan, with AI text allowance left.
• Nothing goes wrong when it does not happen. Your ticket is handled by a person, exactly as it would have been.

Who gets it

An instant reply is attempted when all of these are true at the moment you send:

Condition	Detail
You are signed in	Signed-out visitors get the normal human ticket.
Your plan is eligible	The ai_support feature unlocks at Lite and above by default. The team can move that floor.
The feature is switched on	It can be turned off site-wide, and off for one account.
The AI service is reachable	If it is not, the ticket goes straight to the team.
You have AI text allowance left	It draws on your plan's shared AI text quota — see AI quotas and limits.
No human has touched the thread	A teammate's reply, or the desk pausing the AI, stands the assistant down on that ticket for good.

What you see

1. You press Send message on the form. See Opening a support ticket.
2. The confirmation screen appears with your ticket-ID card and your OFS- reference.
3. Below it, a card headed Onflow AI · instant answer shows Onflow AI is thinking, then Onflow AI is typing a couple of seconds later.
4. Within a few seconds the answer replaces the indicator, closing with "A teammate reviews every conversation and follows up by email if anything's missing."

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

The answer itself follows the same rules as the chat: written from the help-centre articles and the live guide and policy pages, plain text with • bullets for anything enumerable, every method named when several exist, under 160 words, signed Onflow AI. When your question needs somebody to act on your account, it says a teammate will follow up rather than inventing specifics.

The answer is emailed too

Those tickets were opened on the promise that replies arrive by email, and an AI answer counts — so it is sent there as well, subject "Onflow AI answered your request [OFS-…]", with a link back to the conversation. You do not have to keep the panel open to keep the answer.

If a human gets there first

The assistant yields to teammates. If a real person replies before the answer lands, the card is replaced with:

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

If the card disappears

The confirmation screen watches for about a minute — twenty checks, three seconds apart. If nothing has arrived by then the card is removed quietly. That does not mean your ticket failed; it means no AI answer was produced for it, and the team replies by email.

And when the model produces nothing on an offline desk, the team is alerted anyway, so a message can never fall through the gap between the two.

Follow-ups get an answer too

A follow-up you send on a ticket Onflow AI answered also gets an in-thread AI answer, when you are still eligible and no human has taken the thread over. The conversation view shows the same thinking-then-typing card and polls faster until the reply lands. Up to forty earlier messages ride along as context, so you never restate the thread.

Once any teammate has replied — or the desk has paused the AI on that ticket — the assistant stays silent there for good, and the offline desk alert takes over as the fallback so nothing goes unnoticed.

What it can and cannot 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 published content rather than guessing.
• Give you something actionable at three in the morning.

It will not:

• Promise refunds, credits or policy exceptions. Only the team decides those.
• Act on your account. No payouts, no cancellations, no plan changes, nothing unlocked.
• Invent specifics. When your question needs account-specific action, it says a human teammate will follow up.

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 teammate, who follows up by email if anything is missing or wrong.

Under Your conversations the ticket 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, there is nothing for you to do.

How it uses your allowance

• One unit of your plan's shared AI text quota per answer, not per ticket message.
• Refunded when the model returns nothing, so a failed attempt costs you nothing.
• When the quota is exhausted, new tickets go to the team without an AI answer. Nothing is blocked or refused.

Two meters, one name

The support chat is metered on its own message allowance — 5 signed out, 30 on Free, unlimited on Lite and above — and never touches the AI text quota. This instant reply is the other way round. Getting the two crossed is the easiest mistake to make here.

If something goes wrong

What you see	What it means	What to do
No AI card at all on an eligible plan	AI text allowance spent, the feature off, the service briefly unreachable, or a human replied first	Nothing. The ticket is with the team either way
The typing card appeared and then vanished	Nothing arrived inside the one-minute watch	Close the panel. The reply, if any, still lands by email
The answer was wrong or unhelpful	The AI missed	Send a follow-up in the conversation saying so. That flips the status to Awaiting reply and puts it with the team
You want the conversation to be person-only	There is no per-ticket switch	Use the contact form, which never produces an AI reply, or ask for the AI to be switched off for your account

Related

• Chatting with Onflow AI — the conversational side, open to everyone, signed in or not.
• What Onflow AI knows — the documents this answer is written from.
• Opening a support ticket — the form this reply lands on.
• Ticket statuses and threads — what happens to the conversation from here.
• AI helpers across Onflow Ads — where else AI shows up in the product.