AI Auto Ticket

HeiChat allows customers to submit tickets themselves using a function button. But since our AI is so smart, why not let the AI identify the need for a ticket and submit it for the user? That's exactly what we did.

Please note: This feature is only available for Pro Plus and higher memberships.

When the AI analyzes a conversation and determines that a complex issue requires manual follow-up, it will automatically create a ticket. In the ticket list, tickets with type: ai are those submitted automatically by the AI, while those with type: form are submitted manually by the customer.

Viewing and Managing AI Tickets

Once enabled, you can find all tickets automatically submitted by the AI in the "AI Ticket" menu in the left sidebar.

Here, you can see the AI's in-depth analysis of the conversation, its suggested solutions, and the customer's contact information. If you need to understand the full context, you can also click "View Conversation" to see the original chat log.

Updating Tickets and Customer Follow-up

As your team works on a ticket, you can update its status (e.g., in progress or closed) and record resolution notes in the provided area.

This information is very useful: when the customer inquires about their ticket again using the same ticket ID in the chat, the AI will automatically inform them of the latest progress you have recorded.