Support

Support does three things: receive, answer and keep. Incoming conversations become cases, and replies go out on the channel each case came from. Once something is resolved, you keep what caused it and how it was fixed as a learning, and what you approve becomes company knowledge.

The next time the same question arrives, that knowledge is material for the answer.

Click Support in the menu bar to open the top page, with cards such as Support Health and a list of support cases. Which cards you see depends on your role. Everyone sees the same menus.

• Cases — incoming enquiries; reply, add internal notes and close them
• Mail — read your brand mailbox's conversations, thread by thread
• Resolutions — records of how things were resolved, drafted by the AI from the conversation
• Learnings — what was learned from resolutions; decide whether to keep it as knowledge
• Support Actions — support to-dos
• Categories — how cases are classified
• SLA Policies — target times for the first reply and for resolution, by priority
• Knowledge Links — shortcuts to Knowledge's proposals, objects and search
• Metrics — counts such as open cases, resolved cases and pending actions

The chapters below explain each menu's screen: how to read it and what you can do there.

Conversations arriving on LINE, WhatsApp or email that describe a problem land as cases under Cases. One conversation is one case, and later messages join the same case. There is no copying into a tracker.

Select a case to see the customer's message, the channel, the category, the SLA policy, and when it was first answered or resolved.

• Classify with AI — suggests a category, priority and SLA policy, with the reason; nothing is written
• Draft a reply with AI — shows a draft reply marked as not sent; a person decides whether to send
• Reply to the customer — answers on the channel the case came from, such as LINE; without one, it goes out from the brand's email
• Add an internal note — a note the customer never sees
• Close — close the case

A reply is recorded first and then sent. If sending fails, the record stays.

At the top of Mail you see the connected mailbox address, when it last synced and how much it brought in, and whether automatic sync is on or off. Sync now pulls mail in immediately.

If no mailbox is connected, the screen says so and offers a button to go to the connections screen and connect one.

Below, threads are on the left and the messages of the selected thread on the right, in time order. Replies are sent from Cases.

What is taken in The inbox and the sent folder are read, but only the brand's own correspondence is taken in: mail from people you know as customers, replies on a conversation that has already landed, and what you sent. Newsletters and automatic mail are left out. Unknown senders are not taken in; their sender, subject and date are counted by domain and shown as “not taken (unclassified)”. Register a sender as a customer and their next mail lands. The first read goes back 30 days, and each sync reads a bounded number (the rest come in on the next one).

What the AI does with it Your mail is not used to train an AI model, by us or by the AI providers we use. The AI reads the mail when you press “Draft a reply with AI” on a case: it drafts from the past replies nearest in meaning to the question (the replies you sent, indexed with addresses and names redacted — thousands are fine), the resolutions recorded on comparable cases, and the brand's knowledge and voice, and lists its sources under the draft with how close each past reply was. The index is refreshed from your sent replies on every automatic inbox sync. When there is nothing to lean on it returns an empty draft; it does not make an answer up. Sending is a human act (“Reply to customer”, or a scope you delegated to the AI with a limit, a budget and an expiry). The brand's knowledge grows through Resolutions and Learnings, in the next chapter.

In Resolutions, open New Resolution and press Draft from the conversation: the AI reads the whole exchange and drafts the resolution and a learning. Nothing is saved until you check it and save. Choose the kind of resolution: Solved, Workaround, Escalated, Duplicate, Won't fix or Auto-closed. Recording a resolution marks the case as resolved; closing it is a separate step.

Learnings lists unhandled items first.

• Keep as knowledge — send it to Proposals in Knowledge for a person to accept
• Approve as knowledge — approve it right there, recorded under your name
• Reject — reject it, with a reason

You can also tick several and approve or reject them together. Each learning shows as Draft, Proposed, Approved or Rejected.

Support Actions lists what you decided to do about cases.

• The list is on the left and the selected action in full on the right, including its action type, case, assignee and when it was completed. The columns are Description, Status and Due; the earliest due comes first
• Status and Action type — both start at Any
• Search what has to be done — find an action by words in its description

The usual way to create one is to select a case in Cases and use Action on this enquiry, so the action is tied to that case. New Action here also works, but you cannot pick the case from a list; you type in the case's identifier.

On the right you can:

• Edit Action — change it, including its status
• Mark completed — you are asked to confirm, then it is marked completed and the time is recorded

In Categories, create case categories with New Category. Each can have a parent, a sort order and an active flag.

In SLA Policies, use New SLA Policy to set, per priority, the hours to the first reply and to resolution. When you have the AI classify a case, its suggested SLA policy follows from the priority.

Counts live on the Support card of the Support top page. It shows four numbers for the brand you have selected; it is for reading, and you take no action there.

• Open cases — cases that are neither resolved nor closed. The number changes colour when there is at least one
• High / urgent — open cases whose priority is high or urgent
• Resolutions — how many resolutions have been recorded in Resolutions
• Pending actions — support actions not started yet or in progress. The number changes colour when there is at least one

The refresh button at the top right of the card counts again.

Conversations arriving on LINE, WhatsApp or email become a support case when they describe a problem, and a sales lead otherwise. From Knowledge's Inquiries, Make a case turns a conversation into a case.

Learnings arrive under Proposals in Knowledge and become company knowledge once accepted. Knowledge Links takes you straight to those proposals and to Knowledge search.