Support requests are a shared queue of questions that need your team's attention. It includes conversations that the AI employee handed over to a person, and support requests created by the AI employee or manually. To make sure nobody misses a new question, set up email notifications.
Where to find it
Connect the “Support requests” module in the “Modules” section. After that, the “Inbox” section in the top menu opens on the “Requests” tab. All conversations with customers are still available on the “All conversations” tab.
How to work with the queue
- Open “Inbox”.
- In the list of queues, choose the one you need: “Open”, “Need someone”, “Mine”, “Unassigned”, “Completed” or “All”. Each queue shows the number of support requests next to it.
- To find a support request, type the customer's name or part of the question into the search.
- To show only one AI employee's support requests, click “Filters”, choose the employee in the “AI employee” field and click “Apply”.
New support requests appear at the top of the list. Each support request in the list has a status: “New”, “Needs a person”, “Assigned to you”, “In progress”, “Waiting for customer” or “Completed”. Open support requests also show how long they have been waiting. When the AI employee hands a conversation over to a person, it briefly describes the question and marks one to three topics, for example "payment" or "refund", so you can see what the request is about before you open it. You can also search by topic.
How to reply to a customer
- Select a support request in the list. The conversation opens, along with a line showing who is replying now, for example “AI is paused. Your reply is needed.”.
- Type your text in the “Response to client” field. You can click “Suggest an answer”: the AI prepares a text, and you check and edit it.
- If you need a ready-made reply, click “Reply templates”, choose a template and click “Insert into reply”. This button appears when the AI is paused.
- Click “Send reply”.
If the support request has no assignee, you become the assignee after you send the reply. When an assignee is already set, only that person can send a reply.
How to manage a support request
Click “Details” to open the support request card. It contains:
- “Summary” — what the customer is asking about, and the topics the AI employee marked;
- “Assignee” — who is handling the support request. Click “Assign” or “Edit” (Change), choose a team member and click “Save”;
- “Reply email” — the customer's address, if they left one;
- “Related bookings” — calendar bookings made in this conversation;
- “Team notes” — agreements and next steps. The customer does not see them;
- “Change history” — what happened to the support request and when.
The main actions are at the bottom of the card:
- “Accept” — take the support request yourself.
- “Complete” — close the support request when the question is resolved. If the support request is yours or has no assignee, the AI employee immediately replies in this chat again. The “Support request completed” window appears and the list of support requests is refreshed.
- “Reopen” — return a completed support request to work.
If you complete a support request that a colleague is handling, the AI stays paused. The assignee can turn it back on with the “Return to AI” button below the conversation. After that, the AI employee will reply to the customer's next message if the employee is turned on.
How to create a support request manually
- Click “New”.
- Fill in “Customer”, “Subject” and “Description”.
- Choose “Priority”: “Normal” or “High”.
- Click “Create support request”.
The “New” button is available if the “Support requests” option is selected in the module.
How to set up email notifications
- On the “Requests” page, click the bell icon.
- Click “Where to report new support requests”. The “Support request notifications” page opens.
- In the “Who to notify” block, choose the “Main recipient”.
- If you wish, choose a “Backup recipient” — another team member.
- Click “Turn on and send a test”.
- The recipient opens the test email, signs in to their account and clicks “Confirm receipt and enable” (Confirm receipt and turn on). If there is no email, they should check the “Spam” folder.
Emails start arriving once the main recipient confirms their address. If a support request is not accepted within 5 minutes, the backup recipient gets an email, if they have also confirmed their address. The email contains the business name, the reason for the support request and a link to your dashboard.
To turn off the emails, click “Turn off emails”, tick the confirmation and click “Confirm turning off emails”. The support requests stay in your dashboard.
Good to know
- Owner, Administrator and Operator can reply to, accept, assign and complete support requests. Viewer can only view support requests.
- Owner and Administrator can change the email recipients. A recipient can be an Owner, Administrator or Operator who has an email address in their account.
- Only the recipient can confirm the address, by signing in to their own account.
- The bell also shows new events. Click “Mark as read” to clear the counter.
- If the module is paused, the support request history and your team's work remain available.