Configuration Examples

Here are some common scitor.yaml configurations for different use cases.

Minimal setup

The simplest configuration — just receive emails as issues:

# .github/scitor.yaml
integration: issue

This uses all defaults: AI enabled (if Pro), no docs site.

Support with discussions

Use GitHub Discussions instead of Issues for a more conversational support experience:

integration: discussion
ai: true

Full documentation site

A complete docs setup with custom branding:

ai: true

docs:
  path: docs
  title: "Acme Support Center"
  logo: assets/logo.svg
  favicon: assets/favicon.ico
  theme: default
  color: "#2563EB"
  search: true
  footer: "© 2026 Acme Inc. All rights reserved."
  analytics:
    plausible: support.acme.com

Corporate docs with versioning

Professional documentation with multiple versions and custom domain:

docs:
  path: documentation
  title: "Enterprise Docs"
  theme: corporate
  color: "#1E40AF"
  domain: docs.enterprise.com
  search: true
  footer: "Enterprise Corp — Confidential"
  versions:
    - label: "v3.0 (Current)"
      ref: main
    - label: "v2.0 (LTS)"
      ref: v2-lts
    - label: "v1.0 (Legacy)"
      ref: v1-legacy

Simple knowledge base (no sidebar)

A minimalist documentation site for a small project:

docs:
  path: docs
  title: "FAQ & Help"
  theme: minimal
  color: "#059669"
  search: true

The minimal theme centers content and hides the sidebar — ideal for a small number of pages.

Email-only (no docs)

If you only need email-to-GitHub conversion:

integration: issue
ai: true

Don’t include a docs section and Scitor won’t try to build a documentation site.

Disable AI for privacy

If you prefer not to have email content analyzed:

integration: issue
ai: false

Spam labels are still applied (they come from the email provider’s score, not AI). Only sentiment, category, and summary are disabled.

SLA with business hours

Track response and resolution times during business hours only:

ai: true

priority:
  auto_assign: true
  default: medium

sla:
  first_response:
    urgent: 30m
    high: 2h
    medium: 8h
    low: 24h
  resolution:
    urgent: 4h
    high: 1d
    medium: 3d
    low: 1w
  business_hours:
    timezone: Europe/London
    start: "09:00"
    end: "18:00"
    days: [mon, tue, wed, thu, fri]
  warning_threshold: 0.75
  escalation:
    on_warning:
      - label: "sla:warning"
    on_breach:
      - label: "sla:breached"
      - assign: oncall-team

Routing tickets to teams

Automatically assign tickets to the right people based on AI category or labels:

ai: true

routing:
  auto_assign: true
  rules:
    - category: billing
      assignees: [alice, finance-team]
    - category: bug-report
      assignees: [engineering-team]
    - label: "priority:urgent"
      assignees: [oncall-team]

Follow-ups and auto-close

Automatically follow up with customers and close stale tickets:

follow_up:
  auto:
    enabled: true
    waiting_on_customer: 3d
    waiting_on_agent: 1d
    max_follow_ups: 3
    auto_close_after: 14d
  templates:
    first: "Hi {{customer_name}}, just checking in — were you able to resolve this?"
    second: "Following up — if we don't hear back soon, we'll close this ticket."
    final: "Closing this ticket due to inactivity. Feel free to reopen anytime!"

CSAT surveys

Send satisfaction surveys after tickets are resolved:

csat:
  enabled: true
  delay: 2h
  scale: 5
  exclude_labels:
    - spam
    - duplicate
    - internal

Use scale: 2 for a simpler thumbs up/down rating instead of 1-5 stars.

Saved replies with AI suggestions

Configure saved reply templates and let AI suggest matching ones:

replies:
  path: .github/scitor/replies
  ai_suggest: true
  ai_suggest_threshold: 0.8

Contact database with VIP domains

Track customer contacts and flag VIP domains:

contacts:
  auto_create: true
  auto_company: true
  show_context: true
  vip_domains:
    - bigclient.com
    - enterprise.io
  company_domains:
    bigclient.com: Big Client Corp
    enterprise.io: Enterprise Solutions Inc

Full-featured setup

A comprehensive configuration using most available options:

integration: issue
ai: true

priority:
  auto_assign: true
  default: medium

sla:
  first_response:
    urgent: 1h
    high: 4h
    medium: 8h
    low: 24h
  resolution:
    urgent: 4h
    high: 1d
    medium: 3d
    low: 7d
  business_hours:
    timezone: America/New_York
    start: "09:00"
    end: "17:00"
    days: [mon, tue, wed, thu, fri]
  warning_threshold: 0.8
  escalation:
    on_breach:
      - label: "sla:breached"
    on_warning:
      - label: "sla:warning"

routing:
  auto_assign: true
  rules:
    - category: billing
      assignees: [finance-team]
    - category: bug-report
      assignees: [engineering-team]
    - label: "priority:urgent"
      assignees: [oncall-team]

follow_up:
  auto:
    enabled: true
    waiting_on_customer: 3d
    max_follow_ups: 3
    auto_close_after: 14d

csat:
  enabled: true
  delay: 1h
  scale: 5

replies:
  path: .github/scitor/replies
  ai_suggest: true
  ai_suggest_threshold: 0.75

contacts:
  auto_create: true
  auto_company: true
  show_context: true
  vip_domains:
    - enterprise.com

docs:
  path: docs
  title: "Acme Support Center"
  logo: assets/logo.svg
  theme: default
  color: "#2563EB"
  search: true
  homepage: cards
  footer: "© 2026 Acme Inc."
  contact:
    placement: [footer, floating]
    title: "Need help?"
    description: "Send us a message and we'll get back to you."
  analytics:
    plausible: support.acme.com