# Settings for all automations

> Choose what happens when the AI isn't sure of a reply, and how long automated replies wait before sending.

Source: https://brandwise.ai/help/ai-knowledge-base/automation-settings
Last updated: 2026-09-30

Global Settings apply to every connected account on a channel at once. They control two things: what the AI does with a reply it isn't sure about, and how long automatic replies wait before they're sent.

## Open Global Settings

1. Go to **AI Assistant > Automation**.
2. Choose **Socials** (comments and DMs) or **Email**.
3. Click **Global Settings** at the top of the account list.

## Low confidence fallback

Every time the AI writes an automatic reply, it also judges how sure it is that the reply is right. It's usually confident when your knowledge base clearly answers the question, and less so when the answer is missing, unclear, or the message is unusual. A reply it isn't sure about is "low confidence".

Choose what happens to low-confidence replies. On **Socials** you set **Comments** and **Direct messages** separately. On **Email** there's one setting, **Incoming email**.

| Option | What happens |
|---|---|
| **Create Draft** | The reply is saved as a draft for your team to review and send. |
| **Assign to Team Member** | The reply is saved as a draft, and the conversation is assigned to the **Team member** you pick. |
| **Always Send** | The reply is sent anyway, even though the AI wasn't sure. |

Your choice saves as soon as you pick it. Replies the AI is confident about are sent as normal, whichever option you choose.

> **Warning:** **Always Send** can post wrong or made-up answers to customers. Use it only if your knowledge base is thorough and you check sent replies regularly.

Low-confidence drafts show in the reply box with an **AI draft · low confidence** chip. Hover over **See why** to read the AI's reason. A draft still uses 1 credit, like any AI reply.

## Reply delay

Under **Timing**, **Reply delay** sets how long an automatic reply waits before it's sent. A short delay can make replies feel less robotic.

1. Enter a number and choose **Minutes** or **Hours**. Enter 0 to send as soon as the reply is ready.
2. To vary the wait, check **Random delay range** and enter a minimum and maximum. Each reply waits a random time in that range.

On **Socials**, one reply delay applies to both comments and DMs. **Email** has its own.

## Who can change these

Owners, admins, and members with permission to manage connected pages can change Global Settings. Everyone else sees them read-only.

Live chat has its own settings. See [AI replies and handoff](https://brandwise.ai/help/live-chat/ai-replies-and-handoff).