> ## Documentation Index
> Fetch the complete documentation index at: https://docs.intellikon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Aegis settings

> Set how quickly your team must reply, choose the categories customers pick from, and decide how questions are answered before they become tickets.

Aegis settings apply to everyone in your workspace. They set how quickly your team must reply to each priority, which categories customers choose from when they raise a ticket, and whether Vera answers your team's questions before they raise a ticket. Open them from **Settings** at the bottom of the Aegis sidebar.

## Before you start

Tenant Owners, Workspace Admins and Workspace Members can see Aegis settings. Only Tenant Owners and Workspace Admins can change them.

## Set reply times

<Steps>
  <Step title="Find the targets">
    Go to **Response-time SLA targets**.
  </Step>

  <Step title="Set the P1 time">
    For **P1**, enter how many minutes your team has to reply. Aegis shows each time in hours and minutes underneath.
  </Step>

  <Step title="Set the P2 time">
    For **P2**, enter how many minutes your team has to reply.
  </Step>

  <Step title="Set the P3 time">
    For **P3**, enter how many minutes your team has to reply.
  </Step>

  <Step title="Save">
    Select **Save settings**.
  </Step>
</Steps>

Studio shows **Saved** next to the button. The time counts from a customer's latest message, and starts again each time they write. Shortly before a reply is due, Aegis emails the person assigned to the ticket. If the time runs out, the ticket shows **BREACHED** and Aegis emails the assignee and your Tenant Owners. Next, [choose the categories customers see](#add-a-category).

## Add a category

Customers choose one of these categories when they raise a ticket, and your team can change it on the ticket later. Category changes save straight away.

<Steps>
  <Step title="Name a new category">
    Under **Categories**, type in **New category name**.
  </Step>

  <Step title="Add it">
    Select **Add**.
  </Step>
</Steps>

The new category now appears at the end of the list. Next, [rename a category](#rename-a-category) if you need to.

## Rename a category

<Steps>
  <Step title="Start renaming">
    Select the pencil next to a category.
  </Step>

  <Step title="Change the name">
    Change the name.
  </Step>

  <Step title="Save the name">
    Select **Save**.
  </Step>
</Steps>

The category now shows its new name. Next, [hide a category](#hide-a-category) that customers should not see.

## Hide a category

Select **Disable** to hide a category from customers. The category now shows as **Inactive**, and its button reads **Enable**. Next, [bring a category back](#bring-a-category-back).

## Bring a category back

If you want a hidden category back, select **Enable**. The category shows as **Active** again. Next, [change the order of categories](#change-the-order-of-categories).

## Change the order of categories

Drag a category by its handle to where you want it. The list keeps the new order. Next, [decide how questions are answered](#answer-questions-before-they-become-tickets).

## Answer questions before they become tickets

<Frame>
  <img src="https://mintcdn.com/intellikon-ai-ltd/wM16d87Um0QW2CyJ/images/aegis/deflection-and-notes.png?fit=max&auto=format&n=wM16d87Um0QW2CyJ&q=85&s=a473596123b0fa7cbf4854437f8574c8" alt="Aegis settings with Vera deflection turned on, Support chatbot set to Default, and Member access to internal notes." width="1090" height="430" data-path="images/aegis/deflection-and-notes.png" />
</Frame>

When someone in your workspace selects the lifebuoy icon at the top right and then **Ask Vera**, Vera answers from your knowledge before they raise a ticket.

<Steps>
  <Step title="Turn it on or off">
    Use the switch next to **Vera deflection**. When it is off, a question goes straight to the ticket form.
  </Step>

  <Step title="Choose the chatbot">
    Under **Support chatbot**, pick the Vera chatbot that answers. **Default** lets Aegis choose, starting with any chatbot that has "support" in its name.
  </Step>

  <Step title="Save">
    Select **Save settings** to keep the switch. The chatbot you pick is saved as soon as you choose it.
  </Step>
</Steps>

Vera now answers from the chatbot you chose. **Deflection analytics** at the top of the page shows how it is doing this month, including the questions it could not answer. To improve its answers, add knowledge to that chatbot in [Vera](/products/vera/overview). Next, [let Workspace Members read internal notes](#let-workspace-members-read-internal-notes).

## Let Workspace Members read internal notes

Tenant Owners and Workspace Admins always see internal notes. You can let Workspace Members read them too.

<Steps>
  <Step title="Turn on access">
    Turn on **Member access to internal notes**.
  </Step>

  <Step title="Save">
    Select **Save settings**.
  </Step>
</Steps>

Workspace Members now see the **Internal notes** tab on every ticket. Next, [add an internal note](/products/aegis/customer-tickets#add-an-internal-note).

## Troubleshooting

<Accordion title="If the settings say they are read-only for your role">
  Ask a Tenant Owner or Workspace Admin to make the change.
</Accordion>

<Accordion title="If Support chatbot is greyed out">
  Turn on **Vera deflection** first. The chatbot can only be chosen while it is on.
</Accordion>

<Accordion title="If Aegis says the chatbot has no knowledge base">
  That chatbot cannot answer yet, so questions go straight to the ticket form. Add knowledge to it in [Vera](/products/vera/overview), or choose another chatbot.
</Accordion>