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When a member asks a question in a channel Thea watches, Thea searches the knowledge you connected, scores the match, and either posts a threaded reply with citations or refuses to guess.

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How an answer is built

1

A member asks a question

Someone writes in a watched channel, @mentions Thea, or uses /ask. Thea also answers in tickets it created, and in Ticket Tool–style channels if you enabled that, until your team takes over.
2

Thea searches your passages

Only passages indexed for this server are searched. Nothing from another community is used.
3

Confidence is scored

The draft gets a score between 0 and 1 before anything is posted. See Confidence and escalation.
4

Reply in a thread, with citations

If the score meets your threshold, Thea opens a thread on the original message and posts the answer with numbered citations (for example [1] Docs · Authentication). Members can mark it helpful or not helpful, and can press Get a human if you enabled that button.
5

Below threshold — no guess

Thea tells the member it could not ground a reliable answer. If escalation is on, it offers a handoff that pings your support role. It does not invent a policy from general knowledge.
If Thea hits an internal error while answering, it says so instead of going quiet, and offers the same handoff when escalation is on. Near-duplicate questions can link to a recent answer instead of generating a new one. Those redirects do not count against your monthly quota. See Answering settings.

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Grounded by design

  • Exact source citations. Each answer links to the passage Thea retrieved, not just the document.
  • Server isolation. Your index never appears in another server’s answers.
  • Honest gaps. If the sources do not cover the question well enough, Thea says so.
Thea never answers from the public internet or its own training data. Extra instructions under Settings → General can set tone; they cannot override grounding.

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What members see

  • The answer, in the asker’s language if you enabled that
  • Numbered citations back to your sources
  • Helpful / not helpful buttons
  • An optional Get a human button
After someone presses Get a human, Thea stops answering in that thread so your team can take over, including when staff reply. Mention Thea or reply to one of its messages to bring it back for that one message. See Confidence and escalation. Playground questions use the same pipeline and do not post to Discord. See Playground.