Automatically generate a support ticket | Voters

Automatically generate a support ticket

complete

NAG OC

Please configure the bot to automatically generate a support ticket if it cannot find an answer. Additionally, notify the user that one of our agents will respond shortly.
Or this could be added to the (Message Flow) 
attached is an example.

May 4, 2024

Hiền Nguyễn

marked this post as

complete

Hiền Nguyễn

We have updated a block that automatically creates a ticket within the message flow.

Hiền Nguyễn

marked this post as

under review

NAG OC

Additionally, if the agent decides to disable the bot and a user is in the chat without receiving a reply, a ticket will be generated for the agent to address later. The workflow should function similarly to other support live chat applications. The bot is excellent, but initially, it's best to let the agent handle interactions until they have adequately trained the bot.

NAG OC

This is a workflow that I would love to see when the bot can't answer a question: I hope we can implement it in future using the message flow or any other way.

Acknowledge the Limitation:

"I'm sorry, I can't answer that right now."

Inform About Escalation:

"I'll connect you with a team member who can help."

Set Response Time Expectations:

"You can expect a response within a few minutes." - Notify the agent.

Ticket Creation Option:

"We apologize, but no agent is available at the moment. We will automatically create a support ticket and prioritize your inquiry."

Request Contact Information:

"Please leave your email or phone number so we can follow up with you."

Confirm and Thank:

"Thank you for your patience. We're on it and will be in touch soon."