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

# Keyword FAQs and Escalation Levels in AeroDesk

> Manage keyword-triggered auto-responses and ticket escalation chains in AeroDesk using the getApi() config hook from your addon.

Use the `getApi()` hook from your AeroDesk addon to manage keyword-triggered auto-responses (Keyword FAQs) and ticket escalation chains (Escalation Levels) directly through the config. These features let you automate replies to common ticket keywords and define multi-level escalation paths for different support scenarios.

## Keyword FAQs

Keyword FAQs map ticket keywords to automatic responses. When a ticket contains a configured keyword, AeroDesk can reply with the associated FAQ message.

### Add FAQ

Register a new keyword and its auto-response:

```java theme={null}
getApi().getConfig().tickets.keywordFaqs.put("refund", "Please open a ticket for refunds.");
```

### Retrieve FAQ

Fetch the auto-response for a specific keyword:

```java theme={null}
getApi().getConfig().tickets.keywordFaqs.get("refund");
```

### Edit FAQ

Update an existing keyword's auto-response by overwriting its value:

```java theme={null}
getApi().getConfig().tickets.keywordFaqs.put("refund", "New refund policy applied.");
```

### Delete FAQ

Remove a keyword and its associated auto-response:

```java theme={null}
getApi().getConfig().tickets.keywordFaqs.remove("refund");
```

## Escalation Levels

Escalation Levels define the chain of responsibility for ticket escalation. Each level specifies a name, a department, and a contact identifier.

### Retrieve Escalation

Access an escalation level by its index:

```java theme={null}
getApi().getConfig().tickets.escalationLevels.get(0);
```

### Add Escalation

Append a new escalation level to the chain:

```java theme={null}
getApi().getConfig().tickets.escalationLevels.add(
    new EscalationLevel("Manager Review", "billing", "1122334455")
);
```

### Delete Escalation

Remove escalation levels that match a specific name:

```java theme={null}
getApi().getConfig().tickets.escalationLevels.removeIf(
    level -> level.levelName.equals("Manager Review")
);
```


## Related topics

- [AeroDesk Developer API](/index.md)
- [Categories and Support Tiers in AeroDesk](/categories-and-support-tiers.md)