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🎫 Tickets & Escalations

When a conversation needs a human — and a paper trail — turn it into a ticket. Manage them at Dashboard → Settings → Tickets and Settings → Escalation Events.

What's a ticket vs. an escalation?

  • Escalation — a signal: "this conversation needs attention." It puts the chat in a queue and notifies your team.
  • Ticket — the trackable record: a title, status, assignee, priority. Comes from an escalation, or you create one manually.

How escalations get triggered

  • Customer asks for a human — the AI assistant detects this and hands off.
  • Chatbot action node — you wire an "Escalate to human" action in your flow.
  • Manual takeover — an agent clicks the takeover button in the inbox.
  • Custom escalation events — set rules in Settings → Escalation Events (e.g. "if message contains 'refund', escalate").

Configuring escalation events

  1. Go to Settings → Escalation Events.
  2. Click Add Event. Give it a name (e.g. "Refund requests").
  3. Set the trigger — keyword, sentiment, channel, or a combination.
  4. Set the action — usually "Create ticket" and "Notify team".
  5. Optionally pick a priority and assignee.
  6. Save.

Ticket lifecycle

  • Open— newly created, no one's on it yet.
  • In Progress — someone is actively handling it.
  • Waiting — paused on the customer (waiting for info, payment, etc.).
  • Resolved — done, ticket can be closed.
  • Closed — archived. Can be reopened.

Assigning and notifying teammates

Add teammates from Dashboard → Organization → Invite. Once they accept, you can:

  • Assign tickets directly to them.
  • Auto-route by rule (e.g. refund tickets → billing team).
  • Send them in-app and (where enabled) email notifications.

Tips

  • Tag your tickets. Tags (refund, bug, billing) make analytics useful later.
  • Set priorities sparingly. If everything is urgent, nothing is.
  • Close the loop with the customer. When you resolve a ticket, send a quick message to confirm — it does a lot for trust.

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