What it is for: handling your customers' questions and issues so none is left unanswered. Each query is a thread with its own status, and the AI prepares a draft reply using what it knows about your business. You review it and send it.
Where to find it: menu Conversations («Conversaciones») → Support tickets («Tickets de soporte»).
Who sees it: anyone who has the AI Support Agent contracted. Without it, the screen tells you so and lets you ask for it. If you do not see it in your menu, ask our support team.
What you see first
- Four counters, ordered by urgency: It's your turn («Te toca a ti»), Waiting for the customer («Esperando al cliente»), Resolved («Resueltos») and Total. If there are tickets that have gone more than 24 hours without an answer, the first one warns you.
- The ticket list, on the left, with three filters: Open («Abiertos»), Resolved and All («Todos»). Each ticket shows the subject, who is writing and its status. If it says "waiting for you" («te espera»), the customer has the last word.
- The thread, on the right, when you choose a ticket: the whole conversation and, below, the box to reply.
Each ticket has one of these statuses: New («Nuevo»), Open («Abierto»), Waiting for customer («Esperando cliente»), Resolved or Closed («Cerrado»).
Step by step
Open a ticket and read the conversation
- In the list, click the ticket. If the list is empty, check the filter: there may be no Open tickets but some Resolved.
- On the right you see the subject, the name and email of the person writing, and the status.
- The customer's messages appear as Customer («Cliente») and yours as Us («Nosotros»), with their date.
Reply with the help of an AI draft
- With the ticket open, click ✨ AI draft («✨ Borrador IA»). The AI writes a reply using the knowledge of your business.
- Read it and change it as much as you like in the box "Write the reply or generate a draft…". If you prefer, write your own from scratch.
- Click Send reply («Enviar respuesta»). The customer receives it by email.
- The thread updates with your message.
The AI only prepares the draft. Nothing is sent until you click Send reply, so always review it first.
Change a ticket's status
- With the ticket open, use the status dropdown at the top right of the thread.
- Choose Resolved when the matter is solved, Waiting for customer if you have asked them for something, or Closed to leave it filed away.
- To reopen it, choose Open.
Know where to start each day
- Look at the It's your turn counter: these are the tickets where the customer is waiting for your answer.
- If the line below says some have gone more than 24 h, start with those.
- When you reply, the ticket moves to Waiting for customer and leaves "It's your turn".
If something does not go as expected
| What happens | Why | What to do |
|---|---|---|
| It says "This module is not active in your account" | You do not have the AI Support Agent contracted | Click the button to ask for it |
| "No tickets here" | The filter has none | Try All |
| A resolved ticket no longer shows in the list | The Open filter only shows open ones | Switch to Resolved or All |
| An orange warning appears when sending or asking for the draft | The action could not be completed | Try again; if it persists, tell our support team |
| I was waiting for a ticket and it is not there | The customer's email has not arrived yet | Wait a moment and reload the page |
Related
- Inbox: the messages people write to you on other channels.
- Agent's email: your agent's email and how to sort your mailbox.
- My agent: what your AI agent knows about your business.