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Before Thea posts an answer, it scores how well the retrieved passages match the question. You set the bar. Above it, Thea replies in a thread with citations. Below it, Thea refuses to guess and offers a human.

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What the score measures

The score is a number between 0 and 1, calculated for this question only. It is not an average of your knowledge base. A high score means the passages strongly support the reply. A low score means the match is weak, the question is ambiguous, or the topic is not in your sources. Thea never fills a gap with general internet knowledge. See How it works.

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Set the threshold

1

Open Handoff

Go to Settings → Handoff → Confidence threshold.
2

Enter a value from 0 to 1

The field accepts two decimal places. The default is 0.35.
3

Save and test

Run questions in the Playground. Raise the threshold if Thea is guessing. Lower it if it refuses things your docs actually cover.
The same value is available as /config set threshold.
0.35 is a starting point, not a target. After you have a few dozen real conversations, adjust using Conversations and Playground diagnostics — not a fixed “best” number.

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Get a human

Settings → Handoff → Get a human button adds an escalation button on answers. Members use it when the reply is not enough. Escalations ping the Support role on the same page (the role /setup sets). When confidence is below the threshold, Thea does not post a public answer. It tells the member it could not ground a reply and, if the button is on, offers the same handoff as a Notify the support team button. Thea offers it too if something goes wrong on its end. When someone presses the button:
  1. Thea confirms privately to the person who pressed it.
  2. Thea posts in the thread or ticket and pings your Support role. In a ticket, that message has a Claim button that only your support team can use.
  3. Thea stops answering in that thread so your team can take over. See How it works.
Only the member who asked, or your support team, can press the button. If no support role is set, nobody is pinged and Thea says so. Pressing it on a closed ticket is refused; reopen the ticket first.
Escalations do not consume your monthly answer quota. Only answers Thea posts count. Duplicate-question redirects also do not count. See Answering settings.

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Verified answers

If a reply was wrong or thin, open the conversation in the dashboard and save a verified answer with Teach the correct answer. Future questions on that topic prefer the correction over ordinary documentation. See Conversations.

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When answering is paused

If the server hits its monthly answer limit, Thea stops posting new AI answers until the period resets. Escalations still fire so your team can take the question. Knowledge, tickets, and non-AI AutoMod keep running. See Plans and billing.