Tickets
When an AI Agent transfers a conversation to a human, a support ticket is automatically created within the Inbox. Tickets follow a well-defined lifecycle:
Unanswered
Ticket created but not yet assigned or responded to.
In Progress
A human attendant has taken ownership and is actively chatting with the user.
Finished
The human has finished and marked the ticket as resolved, returning control to the AI Agent.
Automatic Handoff Behavior
When the Agent triggers a handoff:
The platform creates a new ticket.
The ticket is automatically routed to a Team linked to the tool or channel that triggered the handoff.
The Agent pauses and stops sending replies.
Human attendants can view the full conversation context.
When marked as “Closed,” the Agent regains control of the user session.
Attendant Interface
The human support interface is designed for clarity and continuity. Each attendant can:
View the full chat history between the user and the Agent.
See the Agent-generated summary at the top of the conversation.
Continue the discussion directly within the same thread.
Mark the ticket as Closed when complete.
Reassign responsibility to another member if needed.
Status Management
Attendants can toggle their availability at any time:
🟢 Available — Ready to receive new tickets.
🔴 Unavailable — Temporarily excluded from Round Robin distribution.
Agent Summary
Before human takeover, the Agent generates an automatic conversation summary, displayed at the top of the ticket. This summary includes:
User’s intent and key topics discussed.
Context of prior messages.
Outstanding actions or follow-up needs.
This ensures the human attendant immediately understands the situation — reducing handling time and improving accuracy.
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