Domains your organization controls. Only verified domains are used for user routing and seat assignment.

When Cait resolves a ticket, send an AI-generated summary with full conversation transcript to your escalation email for records retention. Requires an escalation email to be set above.

How long a ticket can sit without activity before it auto-closes. Enter 0 to never auto-close. Default 72.

Lead time for the pre-close warning email. Default 4.

Turn off to auto-close silently with no advance warning.

When enabled, the auto-close warning email includes a "Keep My Ticket Open" button that resets the timer. Turn this off if you want tickets to close unless the user actually replies — the button is hidden and the extend action is refused. Users can always reply to keep a ticket open either way.

Resolved/closed tickets older than this are permanently deleted by the daily cleanup. Applies to your organization's tickets. Between 7 and 3650 days; defaults to 30.

Background info Cait can reference when it's directly relevant to a user's question — e.g. intranet URL, VPN setup steps, internal contacts ("For SAP access, contact John in IT"), common tool URLs, or IT policies. Cait won't recite this or default to "contact IT" when she can solve the problem herself. Max 8000 characters.

0 / 8000 characters