Ticket Actions
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Mark as Unread
Re-flag a ticket for later handling and return it to the Unread list.
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Transfer to Agent
For the AI Processing tickets, you can click “To Agent” button, to transfer the ticket to Human Agent.
Ticket Reply
You can reply using any available channel based on the customer’s contact information:- SMS
- Email
- Livechat
If customer’s phone number is available
- From: the phone number that received the call
- To: customer’s phone number
- Enter the SMS content to send.
AI Assistance
AI Summary
Automatically summarize long conversations into:- Customer sentiment
- The final solution provided
- A concise conversation overview
